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Customer Service Level 2 Apprenticeship

Level 2 Intermediate Apprenticeship in Customer Service

This qualification is for individuals who are in the customer service industry. The aim of the qualification is to provide you with high levels of customer service skills. By developing the knowledge and competencies required, you will be able to contribute to improved customer service delivery, increased customer satisfaction, attract new customers, improve customer loyalty and remain competitive and profitable (in the private sector). This course is perfect for you if you work in the following roles: Customer Service Assistant, Customer Service Advisor, Customer Service Representative and Customer Service Agent. Due to the varied nature of the customer service industry this apprenticeship is not limited to these job roles and there are many others that are suitable to this apprenticeship where customer service is part of that job role and compliments it. .

The course is primarily delivered in the workplace with on and off the job guided learning.

To be eligible for the apprenticeship you must:

  • be 16 years of age or more
  • hold a valid national insurance number
  • have lived in the UK or EU for the last 3 years
  • have a paid contract of employment and work 16 hours a week or more
  • not hold any qualification at level 4 or above

Duration: 12 months

Framework details: Level 2 NVQ Certificate in Customer Service, Level 2 Certificate in Customer Service (Technical Certificate), Functional Skills at Level 1 (English and Mathematics), Employee Rights and Responsibilities and Personal Learning and Thinking skills.

The Level 2 NVQ Certificate is made up of 2 Mandatory Units (8 credits) and a minimum of one unit from each of the 4 Optional Groups (minimum of 20 credits from a selection of 47 Optional Units).

Delivery: The competency qualification is achieved through an assessed portfolio (paper or electronic) of evidence. Other components are achieved through workbooks, paper and online tests.

Mandatory Units:

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

Sample of Optional Units:

Optional Units Group B Impression and Image:

    • Maintain a positive and customer friendly attitude
    • Communicate effectively with customers
    • Give customers a positive impression of yourself and your organisation
    • Go the extra mile in customer service

Optional Units Group C Delivery:

    • Do your job in a customer-friendly way
    • Deliver reliable customer service
    • Organise the delivery of reliable customer service
    • Improve the customer relationship

Optional Units Group D Handling Problems:

    • Recognise and deal with customer queries, requests and problems
    • Resolve customer service problems
    • Deliver customer service to difficult customers
    • Monitor and solve customer service problems

Optional Units Group E Development and Improvement:

    • Develop customer relationships
    • Support customer service improvements
    • Support customers using on-line customer services
    • Work with others to improve customer service

Subject to funding and eligibility

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"We work closely with our Employers remaining as flexible as possible to ensure we meet the needs of the Employer as well as that of our Apprentices and Learners. The majority of our courses are delivered in the workplace in the form of blended learning packages and one to one training with the use of e-portfolios. However some Apprenticeships have drop in sessions provided for the Technical element and Functional Skills should the Apprentice/Learner want or require additional support. "