Intermediate Apprenticeship in Customer Service Level 2

Key Training Group
Delivery Method: Face-to-face

 This Apprenticeship programme would be best suited for any entry level employee working within a client facing or customer service role. Learners will need to be able to demonstrate that they can carry out a range of work activities in a variety of contexts. This includes completing tasks whilst working as part of a team and taking ownership when working on their own.

An Apprenticeship in Customer Service Intermediate (Level 2) is an ideal programme for those engaged in a customer service role. Good customer service is crucial to the success of any business. This programme will ensure that employees have the skills to tackle customer issues with confidence and be commercially aware of the importance of delivering a positive customer experience.


Apprenticeships are made up of a variety of components; we have listed below the mandatory components that are required for this programme:

National Vocational Qualification (NVQ)

Maths and English and ICT Skills at Level 1

Personal Learning and Thinking Skills

Knowledge of Employment Rights and Responsibilities

The Apprenticeship in Customer Service Intermediate (Level 2) has mandatory and optional units. To achieve the Intermediate Apprenticeship Learners must achieve 5 mandatory units and several optional units to achieve a minimum of 45 credits.

Some of the units are as follows:

Deliver customer service

• Understand customers

• Principles of customer service

• Understand employer organisation

• Manage personal performance and development

• Communicate verbally with customers

• Communicate with customers in writing

• Deal with incoming calls from customers

• Make telephone calls to customers

• Exceed customers’ expectations

• Develop customer relationships

• Use social media to deliver customer service

• Resolve customer service problems

• Develop working relationships with colleagues

• Gather, analyse and interpret customer feedback


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