NVQ Level 2 Customer Services Apprenticeship

customer service apprenticeship

Customer services is one of the largest sectors within the UK with huge corporate companies right down to smaller, independent businesses reliant on quality customer service staff to handle any queries or problems their customers may have.

Enrolling on our customer service apprenticeship course will open up a world of opportunity in your career with a vast range of sectors to work in.


Is a Customer Service Apprenticeship for me?

Our government-funded customer service qualifications are aimed at learners working within a customer facing role, who wish to improve their knowledge and skills in a variety of work environments and sectors. The course forms the knowledge and competency requirements of the Intermediate Apprenticeship.


What does the apprenticeship involve?

As a new or existing employee you are required to communicate, produce and organise documentation and implement or contribute to a customer information management system.

As an apprentice, you will learn about customer service and how businesses operate. You will be required to work effectively with staff and customers; learn how to communicate with new clients, in writing, by telephone, resolving problems and improving customer relations, promoting products and services, keeping records and gathering customer feedback.

Depending on the focus of your job, you might learn other skills including communication in a business environment; principles of business document production and information management; manage personal performance and development; contribute to the development and implementation of a management information system.


What job roles is the customer service apprenticeship suited to?

Job Roles suitable for this apprenticeship include:

  • Customer Service Trainee
  • Customer Support Assistant
  • Customer Service Advisor
  • Customer Service Representative
  • Customer Service Agent

Advanced apprentices will work in roles

  • Customer Relationship Manager
  • Customer Support Officer
  • Customer Service Team Leader
  • Customer  Supervisor
  • Customer Coordinator

Level 2 Customer Service Apprenticeship Details


The Level 2 Qualification will take approx 12 months to complete. You will have to see your assessor at least once every month. You will be also required to demonstrate progress from different units selected from your apprenticeship.


Training and Assessment will be undertaken at your place of employment. There will be no requirement for you to travel to our assessment premises unless previously organised with us or the organisation you are placed at. Our national customer service apprenticeships are available throughout the UK including Manchester, Liverpool, Birmingham, Leeds, Newcastle, Cardiff, Glasgow, Swansea, Edinburgh and London.


How to apply

To enrol on our government-funded Level 2 Customer Service Apprenticeship, please call Ensis Solutions on 01942 265859 or email us via our contact page.

Want to know more about our Customer Services course? Read the full course units below

customer service call centre
Level 2 Customer Service Apprenticeship Course Breakdown

Upon completion of our Level 2 Customer Services course, you will receive a nationally recognised vocational NVQ Level 2 Diploma in Customer Service combined qualification.

You will also gain Functional Skills Maths Level 1 and Functional Skills English Level 1.


Qualification structure

Our Level 2 Customer Service Apprenticeship is made up of 4 units.

In order to achieve the qualification, learners must achieve the minimum of 45 credits from the following:

  • All units within Mandatory Group A totalling 19 credits
  • A minimum of 3 credits from Optional Group B
  • A minimum of 16 credits from Optional Group C
  • A maximum of 7 credits from Optional Group D
Mandatory Group A. Learners must achieve all units in this group, totalling 19 credits.
Unit Reference Unit Title Credit
A/506/2130 Deliver customer support 5
F/506/2131 Understand customers 2
J/506/2132 Principles of customer support 4
A/506/1964 Understand employer organisations 4
L/506/1788 Manage personal performance and development 4


Optional Group B Learners must achieve a minimum of 3 credits from this group.
Unit Reference Unit Title Credit
D/506/2119 Communicate verbally with customers 3
T/506/2126 Communicate with customers in writing 3


Optional Group C Learners must achieve a minimum of 16 credits from this group.
Unit Reference Unit Title Credit
H/506/2154 Deal with incoming telephone calls from customers 3
K/506/2155 Make telephone calls to customers 3
L/506/2133 Promote additional products and/or services to customers 2
R/506/2134 Process information about customers 3
Y/506/2135 Exceed customer expectations 3
T/506/2143 Deliver customer service whilst working on customer’s premises 4
T/506/2157 Carry out customer handovers 3
A/506/2158 Resolve customer problems 5
F/506/2159 Deliver customer service to challenging customers 3
Y/506/2149 Develop customer relationships 3
T/506/2160 Support customer improvements 3
A/506/2161 Support customers through real-time online customer service 3
H/506/2977 Support customers using self-service equipment 3
J/506/2163 Use social media to deliver customer service 3
K/506/2978 Provide post-transaction customer service 5
R/506/2151 Resolve customers’ complaints 4
D/506/2170 Gather, analyse and interpret customer feedback 5


Optional Group D Learners must achieve a maximum of 7 credits from this group.
Unit Reference Unit Title Credit
T/505/4673 Health and safety procedures in the workplace 2
L/506/1807 Manage diary systems 2
H/506/1814 Provide reception services 3
L/506/1869 Contribute to the organisation of an event 3
M/506/1895 Buddy a colleague to develop their skills 3
L/506/1905 Employee rights and responsibilities 2
R/506/1789 Develop working relationships with colleagues 3
J/506/1806 Principles of equality and diversity in the workplace 2
M/502/8587 Processing sales orders 2
R/502/8601 Meeting customers’ after sales needs 3
M/502/8606 Handling objections and closing sales 3
K/503/0421 Deal with incidents through a contact centre 7
L/503/0394 Carry out direct sales activities in a contact centre 5
H/506/1912 Negotiate in a business environment 4
F/502/4396 Bespoke Software 3