Customer Service Level 2 Intermediate Apprenticeship


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Every business needs effective, skilled staff whatever else changes in terms of new products and services, new technologies and new organisational structures.

The Intermediate Apprenticeship in Customer Service has been designed in conjunction with employers to enable your team to achieve a nationally recognised qualification.

The Intermediate Apprenticeship will take approximately 12 months. Throughout this time the candidate will undertake a wide range of tasks in a variety of work contexts.

The value of the qualification is that it can be structured to meet the specific needs of your business.

Training structure

The Apprenticeship is made up of six separate components; the candidate must achieve all parts to gain the full level 2 qualification.

• NVQ Level 2 Certificate in Customer Service
• Level 2 Certificate in Customer Service Principles (theory)
• Functional skill in Maths
• Functional skill in English
• Employment rights and responsibilities

There are a large number of units available to choose from within the national standards.
The candidate will choose a selection of units to best fit the business and their job role. The units encompass a wide range of customer service scenarios, from first impressions to dealing with customers via the telephone, handling problems and recognising diversity, to name but a few.

The NVQ Certificate also includes mandatory units covering communicating using customer service language and following the rules to deliver great service.

How will I be assessed?

The qualification is work based.  An Assessor will be allocated to the Apprentice and will visit your company approximately once every 3 weeks for approximately 2 hours. This may be spent observing their work, completing learning tasks and giving the candidate feedback and guidance on work produced.  Candidates will be expected to complete work in between the assessor’s visits; this will be a mixture of assignments and learning to ensure the candidate has both the practical and theoretical skills required to work in the retail industry. Support is available between Assessor visits to facilitate candidate’s work.

Information & support

We can provide a free recruitment service using our ‘Apprenticeship Vacancies’ website, a national site accessible through

We can provide support with advertising and collating CV’s.

What can I do with this Apprenticeship?

On completion of Level 2, candidates may progress to Level 3.

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