Customer Service - Level 2 and 3

Customer Service - Level 2 and 3

Our Customer Service apprenticeship is ideally suited to those people who wish to pursue or develop a career in the Customer Service sector. It combines practical training with real on the job work experience in one of many varied job roles. You'll spend time being trained by your employer and our qualified assessors on how to develop skills within a customer service environment.

Awarding Body: City and Guilds

Intermediate Level Apprenticeships: Level 2 qualifications

Qualifications you will gain:

Diploma in Customer Service Functional Skills (Maths and English)

Entry Requirements

Ideally you should have a minimum of grade C in both maths and English. If you do not hold these minimum grades, you will be assessed on your ability to complete the programme and will undertake Functional Skills classes to improve your skills.

Benefits of an Apprenticeship

Developing your career with an apprenticeship is a great way to progress in your field whilst:

earning a salarygetting paid holidaysreceiving traininggaining qualificationslearning job-specific skills


Customer Service is relevant to hundreds of job roles - so it’s a great foundation for getting into any industry - from retail or banking to recruitment or healthcare. You could become a Receptionist, Customer Service Assistant or Customer Service Advisor etc. During your Apprenticeship you’ll develop skills that are valuable to employers in any sector.


These qualifications are delivered entirely in the workplace and not in a college environment.

Where could this lead?

Once you’ve achieved your Apprenticeship, you could go on to complete further education and qualifications, such as a Customer Service Advanced Apprenticeship. You could also complete an Advanced Apprenticeship or qualifications in subjects related to Customer Service for instance Business Administration, as an administrator, receptionist or junior secretary. After your Apprenticeship, you could also complete further training to progress your career to senior roles such as Customer Relations Manager, Customer Service Supervisor or Team Leader.

Axia Solutions is an Ofsted Grade 1 training provider, ranked as outstanding by inspectors. Operating independently, it is a wholly owned subsidiary of Newcastle and Stafford College Group (NSCG), delivering a range of vocational training programmes designed to meet the demands of individuals and employers.

Course Content

The Customer Service Apprenticeship Framework is made up of four components. To be successful, all four elements must be completed and achieved.

Practical and Technical Element: C&G Diploma in Customer Service

Your diploma is built from a selection of mandatory and optional units. We’ll help you put together the right combination to fit your job role and the way you want to develop your career.


Deliver customer serviceUnderstand customersPrinciples of customer serviceUnderstand employer organisationsManage personal performance and development

Optional: you’ll choose a range of units from the optional section. Popular choices include:

Provide reception servicesDeal with incoming telephone calls from customerCommunicate verbally with customersResolve customer service problemsExceed customer service expectations

Functional Skills in Maths Level 1 and English Level 1

Employment Rights and Responsibilities

Personal Learning and Thinking Skills

Other apprenticeships that may interest you:

Business AdministrationTeam Leading & ManagementPrintingBusiness AdministrationWarehousingICT