Customer Service Apprenticeship

12+ months

Apprenticeship in Customer Service

What is an Apprenticeship?

An Apprenticeship is a mix of real work and learning. Apprentices earn a wage and gain experience whilst working towards a number of qualifications. An Apprenticeship follows a Level 2 programme and can lead onto an Advanced Apprenticeship which is a Level 3 programme.

In this particular programme, apprentices will learn about and understand the key concepts of customer service and how to apply customer service knowledge and skills in the workplace. This Apprenticeship takes ‘Customer Loving’ to new heights.

Example Roles for a Customer Service Apprentice

Customer Service Apprenticeships can be found in all sectors such as Receptionist, Retail Assistant, Office Worker, Contact Centre Representative, the world’s your oyster.

Pre-Course Requirements

There are no set entry requirements for the programme, but we have to make sure that the Apprentice has the potential to achieve the different elements that make up the Apprenticeship qualification, and that they are working at the right level in their job.  It is a requirement to complete an initial assessment in English and Maths, and this may lead to taking some additional diagnostic assessments.


A Level 2 Apprenticeship programme will usually take 12 months.

The way to do an Apprenticeship

Start in a full-time job, with an employer who will allow you time off to study, if required.  The number of release hours will depend on the Apprenticeship. If you’re currently employed but not working towards qualifications, speak to your employer about converting to an Apprenticeship and ask them to contact us.

Apprenticeship Framework

There are a number of elements to each Apprenticeship and this is called the framework.  The Customer Service framework includes:

1.  The combined Diploma consisting of knowledge and a ‘competence based element’

You will be expected to complete five mandatory units.

  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Manage personal performance and development

You will then choose from a number of optional units which can including

  • Handling Problems
  • Development and Improvement
  • Resolve Customer Service Problems
  • Deliver Customer Service to Challenging Customers
  • Develop Working Relationships with Colleagues

2.       The ‘skills element’ - Functional Skills in Maths, English and ICT Level 1 and 2

3.     Employee Rights and Responsibilities –here we look at apprenticeship agreements, contracts of employment, diversity and equality, and holiday and salary entitlements. We also include vital information relating to health and safety, data protection and discrimination.


You will produce a portfolio of evidence, which will contain detailed assessment reports from your assessor and/or tutor. There are external tests for the technical and skills elements.

What can an apprentice do next?

Next, you can progress on to the Advanced Apprenticeship in Customer Service at Level 3.

For more information, please contact:


Contact: Erica Hulbert

Telephone:  01793 732883


Or visit (National Apprenticeship Service)

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