Customer Service Level 2

Level: 2
Qualification: Apprenticeship
Course Length: 12 months

Our Customer Services apprenticeships take a minimum of 12 months to complete. Customer Service practitioners are generally on the front line of the company, dealing with customers either face to face or by means of electronic communication. The focus of this role is to deliver high customer satisfaction by advising, aiding, and dealing with customers on a daily basis. This role can operate in any industry or organisation type.

The candidate will be employed for at least 30 hours a week; hours and days will be dictated by the need of the employer.

Duties will include but not limited to:

  • Dealing with internal and external correspondence via emails, mail and telephone
  • Processing client information
  • Updating and maintaining business records on employer’s systems

Once the apprenticeship has been achieved the candidate will:

  • Be eligible to join the Institute of Customer Service at Professional Level
  • Have taken level 2 in English and Maths before completion
  • Have greater knowledge and understanding of customer service operations
  • To be able to answer correspondence in a clear and precise manner
  • Know how to prioritise workloads


Click here to view full details of the apprenticeship standard.

Click here to view our current vacancies.


Knowing your customers – Understand the different needs and priorities of your customers and the best way to manage their expectations

Understanding the organisation – Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation

Meeting regulations and legislation – Know the appropriate legislation and regulatory requirements that affect your business

Systems and resources – Know how to use systems, equipment and technology to meet the needs of your customers

Your role and responsibility – Understand your role and responsibility within your organisation and the impact of your actions on others

Customer experience – Understand how establishing the facts enable you to create a customer focused experience and appropriate response

Product and service knowledge – Understand the products or services that are available from your organisation and keep up-to-date


Interpersonal skills – Use a range of questioning skills, including listening and responding in a way that builds rapport.

Communication – Use appropriate communication skills

Influencing skills – Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation

Personal organisation – Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines

Dealing with customer conflict challenge – Demonstrate patience and calmness


Developing self – Take ownership for keeping your service knowledge and skills up-to-date

Being open to feedback – Act on and seek feedback from others to develop or maintain personal service skills and knowledge

Team working – Frequently and consistently communicate and work with others in the interest of helping customers efficiently

Equality – treating all customers as individuals

Presentation – dress code, professional language

“Right first time” – Use communication behaviours that establish clearly what each customer requires and manage their expectations

All our apprenticeships are delivered through blended learning techniques. This means there will be a mixture of self-studying, theory delivered by your tutor either online or in person, a series of one-off webinars followed up with seminars delivered by our carefully selected ‘sector experts’. Our e-portfolio software allows you to access your work and view your progress at any time, from any device.

Thank you for your enquiry, we will endevour to get back to you as soon as we can.
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