Customer Service Level 2

The Apprenticeship in Customer Service aims to build on and recognise good practice in customer service, in any industry, or to support technical expertise in any job role, acknowledging the importance of effective communication and service delivery.

Anyone dealing with internal or external customers will benefit from gaining knowledge, understanding and experience of dealing with routine and more difficult customers, confident in their use of language and of the processes designed to make the role effective.

Learners will have the opportunity to improve their skills and to support others within teams or organisations in the development of excellent customer service.

The above qualification consists of:

  • NVQ Certificate in Customer Service Level 2
  • Certificate in Customer Service Level 2
  • Functional Skills English Level 1
  • Functional Skills Maths Level 1
  • Employment Rights and Responsibilities (ERR)

Qualification Structure

To achieve the Level 2 NVQ Certificate in Customer Service, learners must achieve 28 credits from a set of units including in the Mandatory units listed below:

  • Communicate using customer service language
  • Follow the rules to deliver customer service

To achieve the Level 2 Certificate in Customer Service, learners must achieve 13 credits from the two Mandatory units listed below:

  • Delivery of effective customer service
  • Supporting the customer service environment

Learners will complete one set assignment and an online multiple choice test. The learner’s assessor will guide learners through the underpinning knowledge needed. Learners will also be observed in the workplace by their assessor and complete case studies, short answer questions and personal statements.


  • Level 3 NVQ Diploma in Customer Service
  • Level 3 QCF Qualification relevant to the learners job role


Full funding for the Apprenticeship in Customer Service is available for learners aged 16-18 years old.

Aged 19 and over, there could be a contribution towards the cost of the qualification, dependant on funding criteria and candidates prior achievement.


The Apprenticeship qualification takes 12 months to complete.

Start dates available throughout the year.


This qualification can be delivered in house, on a one to one basis or alternatively in addition to assessment, observations and assignments, group workshops can be arranged.

For full details about this qualification please contact us on 01604 871340 – option 1