Level 2 Customer Service Course. Work-based training at your workplace. You learn while you work, applying new skills directly in your customer-facing role. The course covers the skills, knowledge, and behaviours needed to deliver a strong standard of service. It takes 14 months to complete. You'll need to have Entry Level 3 English and Maths to start, and you'll work toward Level 2 in both by the end. Funding is through the apprenticeship levy for eligible employees.
Who this course is for
This entry level apprenticeship is targeted at front line staff who interface with customers on a regular basis. Providing the building blocks to an enhanced level of service encouraging skills, knowledge and behaviours
Entry requirements
Minimum achievement of Entry Level 3 English and Mathematics. All Learners are expected to have achieved Level 1 and have attempted Level 2 by the End Point Assessment. Learning is provided alongside the apprenticeship if required
What you will learn
You'll develop the skills to handle customer interactions with confidence and care.
You'll learn how to identify and respond to customer needs effectively.
You'll understand how to resolve complaints and difficult situations professionally.
You'll build knowledge of your organisation's products, services, and policies.
You'll practise communication skills across different channels, including phone, email, and face-to-face.
You'll learn how to work within team and business targets while keeping customers satisfied.
How you will learn
You learn on the job, putting skills into practice in your day-to-day role. Learning is supported throughout the 14-month programme, including English and Maths support if needed. The course ends with an End Point Assessment, which tests the skills, knowledge, and behaviours you've built across the programme. Assessment methods are set by the apprenticeship standard.
What you will need to bring
The centre will provide most materials. Waponi HR will confirm anything else you need before you start.
Where next
Jobs you could do
Customer Service Advisor: handling enquiries and resolving issues for customers
Call Centre Agent: supporting customers by phone across a range of queries
Retail Sales Assistant: serving customers and managing transactions in store
Helpdesk Operator: providing first-line support to customers or colleagues
Reception and Front-of-House: welcoming visitors and managing day-to-day queries
Account Support Administrator: maintaining customer accounts and relationships
What you could study next
Level 3 Diploma in Customer Service: deepens your knowledge and moves you into supervisory or team leader roles.
Level 3 Team Leader or Supervisor Apprenticeship: a natural next step if you want to manage a customer service team.
Level 2 or 3 Business Administration Qualification: broadens your skills across office and business functions, useful in many customer-facing organisations.
