What's covered?

The Competency qualification in this Apprenticeship is Level 2 NVQ Diploma in Customer Service

The knowledge based qualification in this Apprenticeship is the Level 2 Technical Certificate in Customer Service

NVQ competence units The qualification has a flexible structure which enables employers and apprentices to select a spiky skills profile to reflect the job role most accurately. To achieve a Level 2 candidates need a minimum of nine units:

Mandatory Units

  1. Communicate using customer service language
  2. Follow the rules to deliver customer service

Optional Units 4 units - 1 from each of the following headings:

  1. Impression and image
  2. Delivery
  3. Handling Problems
  4. Development and improvement

What do you need?

Employer: An employer would be expected to train and support the learner and give them as much experience as necessary in the organisation to be competent in all of the mandatory and chosen optional units.

Learner: Different Apprenticeships have different entry requirements. However the most important requirements are they are:

  • In contracted employment and have been for at least three months
  • Hold GCSEs or equivalent qualifications in English and Maths
  • Display a positive attitude and passion for improving the customer service in your job role

How you are assessed

You will be assessed within the college as well in the workplace to ensure all the competencies are met. Regular review meetings will take place with your assessor and employer to support the achievement of the qualification.

How Long?

12 Months

What course next?

Learners can progress in to an Advanced Apprenticeship covering Level 3 NVQ Diploma in Customer Service

What could this lead to?

Following the completion of both level 2; more job responsibility, boosts in sales and service in the workplace. Improved confidence in dealing with difficult customers and a clear understanding of how to keep customers returning to their business

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