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Level 2 Apprenticeship in Customer Service

This course is suitable for people employed in customer service roles in various businesses and providing products or services to both internal and external customers.

Students will be required to complete between 14 and 16 different units within the qualification. This consists of 5 mandatory units which are:
• Deliver customer service
• Understand customers
• Principles of customer service
• Understand employer organisations
• Manage personal performance and development

In addition to one unit from a choice of 2:
• Communicate verbally with customers
• Communicate with customers in writing

As well as a further 8 to 10 optional units which could include:
• Deal with or make telephone calls from/to customers
• Process information about customers
• Exceed customer expectations
• Resolve customer service problems
• Develop customer service relationships
• Support customer service improvements
• Use social media to deliver customer service
• Provide reception service
• Processing sales orders

Entry Requirements

The Apprenticeship is open to those aged 16+ in suitable employment who hold GCSEs (or equivalent) at grade C or above in English and Maths.

For exams taken 2017 onwards you will need GCSEs (or equivalent) at grade 4 or above in English and Maths.

What do I need to bring?

Some courses may require additional course materials for further information please, contact the Apprenticeship Team on 01793 498208 or email on 01793 498208 or email

Assessment/Exam information

The Level 2 Apprenticeship will be delivered through a combination of:
• Online learning resources covering the knowledge units of the Diploma and Functional Skills*.
Students will spend approx. half a day per week away from their normal work duties to undertake this learning, with the Assessor visiting every 3 weeks to facilitate and check progress.
• Assessment will be via a written assignment for the knowledge units and online tests (conducted at Swindon College) for Functional Skills. This process takes place during the first 6-8 weeks of the apprenticeship programme*
• A range of work based assessment methods such as observations, work product, questions and answers and witness testimony for the competence units within the Diploma, ERR and PLTS.
Assessors will visit on a 3 weekly basis to facilitate progress and conduct assessments.
• Regular work-based reviews to ensure progression and support – these will be conducted by a Training Co-ordinator or Assessor.

*Students who require more in depth learning for Functional Skills will attend a block week of learning and on-line testing at Swindon College.

Other information

What can I do next?

On completion, Apprentices may go onto the Level 3 Advanced Apprenticeship in Customer Service or other Advanced Apprenticeships such as Business and Administration or Management.

Qualification description

On the successful completion of the course the student will be awarded an Apprenticeship covering:

• Level 2 Diploma in Customer Services (QCF)
• Employment Rights and Responsibilities (ERR)
• Personal Learning & Thinking Skills (PLTS)
• Functional Skills in English (Level1)
• Functional Skills in Maths (Level 1

Course information & how to apply

Length Start Date End Date Course Fees Course Code
34 weeks per year 01 Aug 2018 31 Jul 2019 Associated fees will be discussed at the time of enquiry APPCUSL2
UCAS/UKPASS Code: Not Applicable
Study type: Part Time
Times: 09:00 - 17:00
Hours per week: 6.50
Study days: ENQ

Any extra costs

How to apply

If you wish to apply for this course, please click on the 'Apply now' button at the bottom of this page. Alternatively, please contact the Apprenticeship Team
Swindon College
North Star Avenue

01793 498208