Customer Service

Customer Service Level 2 & 3

The customer service apprenticeships have been built on the success of their predecessors by including employer led, up to date, flexible qualifications which meet their demand for higher levels of customer service skills, including softer-skills such as communication, team working, interpersonal skills and the ability to improve own learning and performance.

Due to the varied nature of the customer service industry there are many job roles that apply to customer service intermediate apprentices. These will include job roles which are dedicated to customer service such as Customer Service Trainee, Customer Service Assistant, Customer Service Advisor, Customer Service Representative and Customer Service Agent.  

At the advanced apprenticeship level, dedicated customer service job roles will include Customer Relationship Manager, Customer Support Officer, Customer Service Team Leader, Customer Service Supervisory and Customer Service Co-ordinator.

Apprenticeship Framework Learning Aims

  • Level 2 or 3 Diploma in Customer Service  
  • Functional Skills Maths Level 1 or 2 
  • Functional Skills  English Level 1 or 2  
  • Employment Rights and Responsibilities  

Assessment & Training

You will build a portfolio of evidence to meet the course criteria. This evidence can be from reflective accounts of your experience in the workplace, written work, observation by your assessor and witness statements from your work supervisor. Tasks undertaken by apprentices will vary depending on the level and sector in which they are employed. Tasks may include understanding the principles of customer service, managing personal or team performance, communication with customers, promoting products or services, dealing with difficult customers, resolving customer complaints and using social media to deliver customer service.  The functional skills elements of this courses may require you to sit an exam.


These Apprenticeships last between 12 and 18 months. Start dates throughout the year

Eligibility for Funding

This qualification can be funded through Apprenticeship funding for all employees aged 16 and over.

Employers who pay into the Apprenticeship Levy can use their levy pot to fund the fully costs of this qualification if they have the funds available.       

Co-financed options are available and the employer contribution is Level 2 £150, Level 3 £200.       

Small employers do not need to contribute to the cost of Apprenticeship training.  

For futher details please visit our Apprenticeship Funding page.

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