Course overview

Our Customer Service Level 2 Apprenticeship (Incorporating the City &Guilds Level 2 Diploma) is ideal if you’re already working in a customer facing role and looking for formal, practical customer service training, with the opportunity to gain a nationally recognised qualification at the same time. Over the course of the qualification you will develop a range of transferable skills that can be applied across all industries, such as the ability to deal with customers effectively on all levels – whether by phone, face to face, by email or to internal colleagues.

If you are not currently employed in a customer service environment, please contact us, as we may be able to help you find an apprenticeship position within a suitable organisation.

Key facts

  • Attendance: This course is work-based, therefore you will not be required to attend college; all tuition, support and assessment will instead be provided in the workplace, online and via email and telephone contact. You will receive support and mentoring from one of the College’s work-based learning assessors, as well as your supervisor in the workplace.
  • Duration: 14-18 months
  • Start date: You may start this programme at any time during the year.
  • Location: You must be working within a 90 minute radius of Huntingdon (Cambridgeshire), Potters Bar (London) or Leeds (West Yorkshire). If your business is located outside of this area, please contact us as we may be able to meet your training needs.

Course content

Our customer service courses are made up of both mandatory and optional units.

You will complete the following mandatory units:

  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Manage personal performance and development

You will then choose from a range of optional units, examples of these include:

  • Communicate verbally with customers
  • Deliver customer service to challenging customers
  • Process information about customers
  • Gather, analyse and interpret customer feedback
  • Manage diary systems
  • Develop working relationships with colleagues

Functional Skills

Unless you are exempt, if you are undertaking this qualification as part of the Intermediate Apprenticeship in Customer Service you will also undertake Level 1 Functional Skills in Maths and English, and complete Personal, Learning and Thinking Skills.


Course assessment involves undertaking online assessments, completing a portfolio and passing work-based practical assessments.

You will also be required to undertake exams and practical assessments in maths and English if you are undertaking Functional Skills as part of an apprenticeship.

Entry requirements

There are no formal academic entry requirements; however you should be enthusiastic and willing to learn a range of new skills and be employed in a suitable customer service environment.

Intermediate Apprenticeship

If you are undertaking this qualification as part of the intermediate apprenticeship you must be living and working in England and employed in a suitable customer facing environment, earning at least the National Minimum Wage for Apprentices. Unfortunately you will not be eligible to undertake an apprenticeship if you have a Level 4 qualification or above (e.g. HNC/HND/Degree).

For those not meeting the apprenticeship eligibility criteria, the NVQ Level 2 Diploma in Customer Service is also available to study as a qualification in its own right.

Please contact us for if you have any questions regarding your study options.

Course fees

Please note that course fees listed below apply to courses starting before the 1 May 2017. Fees for courses starting on, or after, 1 May 2017 will be published in due course.

We offer two different payment options; payment in full, or our ‘Pay as you Learn’ monthly payment scheme – details of these payment options can be found here . Sources of financial help can be found on our student finance page.

Before making any change in your financial undertakings it is recommended that you seek advice from an independent source, for example the Money Advice Service.

Intermediate Apprenticeship in Customer Service

Age at start of course Annual Fee Scheme (?) Pay as You Learn Scheme (?)  Awarding Body Fees (minimum) *
16-18 No fees payable No fees payable  No fees payable
19-23 £660 payable by employer £47 per month payable by employer  £118 payable by employer
24+ £695 payable by employer £49 per month payable by employer £118 payable by employer
Overseas Not available Not available Not available

 NVQ Level 2 Diploma in Customer Service

Age at start of course Annual Fee Scheme (?) Pay as You Learn Scheme (?)  Awarding Body Fees (minimum) *
16-18 £860 £69 per month £118
19+ £915 £72 per month £118
Overseas Not available Not available Not available

* Awarding Body Fees are recharged at cost and may be subject to change. The costs shown above are based on the minimum number of units necessary to achieve the qualification.

These are current figures and may be subject to change.

The differences in course fees reflect the level of funding that is available as a result of government policies and priorities. These may be the result of age, employment status, previous education achievements or location for example, and are outside the control of CAW Business School.

What next?

This qualification will demonstrate to employers that you are dedicated to a career in customer service. The practical skills and abilities developed over the course of the qualification will help you stand out when applying for future customer service roles. In time, opportunities to progress into a management role within retail, service or related industry may become available to you.

You may wish to pursue further customer service training with us, by studying towards the Advanced Apprenticeship/NVQ Level 3 Diploma in Customer Service. Alternatively, many students go on to take qualifications in a related subject, such as Business Administration or Leadership and Management, in order to gain further understanding of the business environment whilst expanding on their existing skillset.


What our Business School students say:

“I have enjoyed learning new skills and applying some of these to my current job”
“The tutors are very helpful and supportive and provide me with regular reviews on my progress”
“The course fits around my everyday work making this easy to complete”
“The tutors are extremely helpful and always manage to find time to provide support and answer any queries”