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Customer Service Apprenticeship Level 2

This Apprenticeship will enable you to further develop your skills, knowledge and experience of working in the customer service industry, while also providing you with relevant industry qualifications. During this course you will learn key customer service skills, such as answering enquiries, giving clear information, solving problems and dealing with complaints. This course will combine the practical hands-on experience of the workplace with the knowledge and understanding gained through a College course. This Apprenticeship will take up to two years to complete.

Entry requirements

To begin this Apprenticeship you must be currently employed full-time in a relevant job and be willing to attend College on a part-time basis. You will also need to have achieved 3 GCSEs A*-D including English and Maths.

You should have a keen interest in providing excellent customer service and working as part of team. You should also demonstrate a ‘can do’ attitude, and have basic numeracy and literacy skills with which to build your customer service skills.

This apprenticeship is suitable for those working in roles that include:

  • Communicating effectively with customers face-to-face, in writing or by telephone
  • Resolving problems and improving customer relations
  • Promoting products and services
  • Keeping records
  • Gathering customer feedback
  • Working in a team
  • Developing complementary technical skills according to job roles.

Course content

During this Apprenticeship you will study to achieve the following qualifications:

  • Customer Service Level 2 Diploma
  • English Functional Skills Level 1
  • Maths Functional Skills Level 1
  • Employee Rights & Responsibilities.

Assessment methods

Assessment will be continuous throughout the course through a variety of different methods, such as observations in the workplace, exams for Functional Skills, and the completion of tasks and assignments in College.


Customer Service Level 2 OCR Diploma


  • Employment Rights and Responsibilities
  • Functional Skills in English and Maths
Further study and career options

This apprenticeship will train you in the skills employers want, so when you have successfully completed this course you can carry on working with the potential for future promotion, or go on to higher education in a college or university. As you gain experience in a customer service role, you may be promoted to supervisory or management positions.

Upon successful completion of this Apprenticeship, with support and opportunities in the workplace, you can progress onto the Level 3 Advanced Apprenticeship in Customer Services. You could also progress onto other Level 3 Advanced Apprenticeships, particularly where customer service is an important part of the job, such as Business & Administration, Retail, Hospitality and Travel & Tourism. With additional training, you may be able to progress in your career to roles including customer relationship manager, customer service executive officer, customer service delivery co-ordinator, customer service team leader, customer service supervisors and managers, senior customer service advisers or a wide range of other Customer Service related roles.

Additional information

Acceptance will be subject to initial assessment and interview by the Apprenticeship team to determine vocational aptitude and transferable skills levels.

Course information & how to book

To start this Apprenticeship you will need to be employed in a relevant job role – visit the Apprenticeships section of our website, where you can view our Apprenticeship vacancies. For further information or queries you can email us or call 01234 291000.

Start DateFeesLocationCourse Code
Flexible Free if 16-18yrs. If 19 or over please ring 01234 291000. Bedford College or Luton Training Centre W414

Part-time course already started?

Our upcoming 2017-18 Part-time Course Guide will be out in May.
You can request a copy via the form below...

Additional Learning Support
If you have a specific learning difficulty or disability, problems with English and Maths, are deaf or hearing impaired, or missing the essential skills needed to complete your course, our Additional Learning Support team are on hand to give you assistance whenever you need it.  Find out more.

Autism & Asperger’s Syndrome Support
At Bedford College, we are committed to developing the provision for students on the autistic spectrum, including Asperger’s Syndrome.  Find out more.

We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.

Bedford College actively seeks to promote equality of access to education and training and to provide support where appropriate. Employers are made aware that apprentices have the same rights to protection against discrimination, harassment and victimisation under the Equality Act 2010 as employees. 

Apprentices who have disclosed a disability covered by Equality legislation have the right to request reasonable adjustments in the workplace. We will work with employers to ensure that appropriate adjustments are agreed and established to facilitate this.

At the College we provide additional support for students and apprentices who have a specific learning difficulty or disability.

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