Customer Service Level 2

At Skills Training UK we go further in fully understanding what it is that our employer clients want to achieve from their training.

We work as their partner in delivering on that vision, developing stronger employees who work well as individuals and as part of a team.

Why Skills Training UK?

  • We are a market leader in the field of employee development, helping to develop productive, well-motivated employees who make an effective contribution to performance.

  • Our success is built on delivering proven results for employers including increased workplace efficiency, higher levels of customer service and reduced costs.

  • Our Trainer Assessors have relevant experience and achieve the right balance of classroom and workplace learning.

Who is Customer Service for?

Skills Training UK’s bespoke Apprenticeship in Customer Service is for learners who work in, or who want to work in, customer service roles, such as Customer Service Advisor, Customer Service Operator, Call Centre Advisor, Help Desk Operative and Service Agent.

The Apprenticeship leads to a nationally-recognised BTEC Level 2 Diploma in Customer Service and Functional Skills in Maths and English to Level 1.

What are the training objectives?

The Customer Service Apprenticeship gives the opportunity to:

  • Develop and demonstrate technical and wider sector-related knowledge to underpin competence. Technical knowledge includes the principles and practices of delivering customer service and understanding the different types of customers, their needs, wants and expectations. Wider sector-related knowledge includes equality and diversity, organisational structure and environment, and legislation and regulations that govern the industry.
  • Develop and demonstrate a range of technical skills and behaviours that supports competence. This includes communicating with customers using appropriate communication channels, resolving customers’ problems and complaints, building relationships with customers, promoting additional products and/or services and the ability to improve self-learning and performance.
  • Develop personal growth and engagement in learning through the development of personal, learning and thinking skills (PLTS)
  • Have existing skills recognised.
  • Achieve a nationally-recognised Level 2 Diploma

Training In a Different Class

“Trainers give learners very good personal and professional support…visits are frequent and timed flexibly.”

Skills Training UK 2014 OFSTED Report.

How does the training work?

To achieve the BTEC Level 2 Diploma in Customer Service the individual must develop competence and knowledge across a broad range of Customer Service skills.

Our Trainer Assessor will make regular visits to the workplace to provide guided learning which progresses the apprentice through their Diploma.

All training materials are high quality and can be co-branded with any employer.

All training sessions are arranged conveniently with the apprentice to fit with their working day. Sessions can be timed around changing shift patterns or night shifts.

What is involved?

The apprentice must achieve a minimum number of credits (45) to complete their Level 2 Diploma. These comprise of five mandatory units and a minimum number of optional units which are chosen from groups B, C and D. See below.

Certain units are assignment or test-based and others are evidence-based, which involves providing evidence of competence and knowledge to undertake the tasks.

Mandatory parts of the Level 2 Customer Service Diploma

Units 1-5 (a total of 19 credits) must all be achieved:

  • Deliver customer service

  • Understand customers

  • Principles of customer service

  • Understand employer organisations

  • Manage personal performance and development

Group B options
A minimum of 3 credits must be achieved from Group B

  • Communicate verbally with others

  • Communicate with customers in writing

Group C options
A minimum of 16 credits must be achieved from Group C


  • Deal with incoming telephone calls from customers

  • Promote additional products and/or services to customers

  • Process information about customers

  • Develop customer relationships

  • Support customers through real-time online customer service

  • Use social media to deliver customer service

The remaining 7 credits can be achieved from Groups B, C or D

Group D options


  • Deliver customer service

  • Principles of customer service

  • Employee rights and responsibilities

  • Principles of equality and diversity in the workplace

  • Processing sales orders

  • Carry out direct sales activities in a contact centre


Each of the units is made up of specific elements applicable to a customer service role, such as exceeding customer expectations, developing relationships and implementing changes in customer service.

Assessment takes place through evaluation of workplace performance, presenting evidence, witness testimony and questioning.

A portfolio of evidence is produced to demonstrate that the employee can perform to the described level. Employees will have a Trainer Assessor who will assist in the preparation of the portfolio.

Progression to BTEC Level 3 (Advanced) Customer Service

Skills Training UK offers the opportunity to progress to Level 3 (Advanced) Customer Service on completion of the Level 2 (Intermediate) Diploma.

Download the Customer Service Level 2 information sheet

For further information please contact us.

Freephone 0800 612 6224