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The level 2 Customer Services Apprenticeship Standard is aimed at those in any customer-facing or advisory role such as customer service trainee, customer service advisor or a customer service assistant, or other departments where customer service and communication play a key role. On successful completion of this course, participants will be able to fully understand and promote the need for continuous improvement in customer service.

Mandatory units include:

  • Delivering customer service
  • Understanding customers
  • Principles of customer service
  • Understanding employer organisations
  • Managing personal performance and development

 

The learner journey will include on the job and off the job learning and development and the employer can choose whether they wish to include a formal qualification as part of the standard.

End point assessment will reflect all the knowledge skills and behaviours that are learnt over the duration of the training and development provided.

 

Skills Behaviours/Attitude
Interpersonal skills Developing Self 
Communication  Being open to feedback 
Influencing skills Team working
Personal organisation Equality – treating all customers as individuals
Dealing with customer conflict and challenge Presentation – dress code and professional language 
  ‘Right first time’

 

Other optional units include: dealing with incoming telephone calls from customers, processing information about customers, using social media to deliver customer service, managing diary systems, providing reception services, resolving customer complaints, handling and processing sales.

An Apprenticeship really is what you make it and at Paragon Skills we are here to ensure that you get the most from it.

Diploma in Customer Service Level 2

12 months

City & Guilds


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What you can expect

An Apprenticeship is a valuable doorway of opportunity for learners and employees to progress in their industry. The Customer Service industry covers positions in many industries including retail, financial services, contact centres, hospitality and the travel and tourism sectors, among many others.

A Customer Services Intermediate Level Apprenticeship standard is an investment in the skills you need to succeed in the hospitality industry. These skills include: 

  • Good organisational skills
  • Customer service and 'people' skills
  • An understanding and tactful approach
  • Willingness to learn new techniques and methods

 

The exact details of your job depends on your specific employer, but typically in a full-time role you can expect to work between 35 and 40 hours a week. Shift work, including evenings and weekends is common in the retail, leisure and contact centre industries. As a trainee customer advisor, your role could include any of the following:

  • Answering customer queries
  • Giving information and helping to solve problems
  • Arranging services for customers

 

You’ll also learn:

  • Handling complaints
  • Passing complaints on to a manager if required
  • Taking payment for goods or services
  • Giving refunds if required
SOPHIE HARTLEY

As a Medical Receptionist I wanted to gain more knowledge of working with the public. Achieving my Level 3 NVQ in Customer Service has definitley benefitted me. I have more of an understanding of dealing with patients in different situations on a daily basis. I'm now planning to complete a Level 3 NVQ in Business Management to help me in my future career.

SOPHIE HARTLEY

WESTBURY GROUP PRACTICE

Your pathway to success

Once your Apprenticeship is completed, you could progress onto a Customer Service Advanced Level Apprenticeship or employment as a Customer Service Assistant.

Customer Service Assistants work in a variety of locations. Customer service skills are needed in retail, financial services, contact centres, telecommunications and travel and tourism sectors, among many more.

At Paragon Skills we are committed to inspiring you to succeed, and are there to support you throughout every stage of your Customer Service Intermediate Level Apprenticeship.

We are looking for learners as committed and as passionate as we are. If this is you, then speak to us today and jump-start your career with Paragon Skills.

What you could do next

What you could do next

Customer Service Level 2 Apprenticeship Standard

  • Customer Service Trainee
  • Customer Service Assistant

Customer Service Advanced Level 3 Apprenticeship

  • Customer Relationship Manager
  • Customer Service Co-ordinator
  • Customer Service Team Leader

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