Level 2 Intermediate Apprenticeship

Customer Service is an integral part of many businesses. Those that communicate either verbally or in writing with customers need to uphold the reputation of the business. These skills are transferable across many sectors and can be applied to numerous job roles.


iCQ Level 2 Diploma

Course Summary:

This apprenticeship will develop the skills, knowledge and understanding required to work in a customer service role across all sectors. Those working in customer service roles need a broad range of skills to work efficiently and to help increase productivity. This apprenticeship will provide these skills.


Suitable For:

This apprenticeship is suitable for those who are commencing employment within their first customer service role, or those within a customer service role looking to develop their skills.


Programme Structure:

•Level 2 Diploma in Customer Service

•Personal learning and thinking skills

•Functional Skills Level 1 in Maths, English and ICT

•Employee rights and responsibilities.


Course Content Includes:

•Delivering customer service

•Managing personal performance and development

•Principles of customer service

•Understanding customers

•Understanding employer performance and development

•Communicating verbally with customers

•Communicating with customers in writing



This apprenticeship is delivered directly into the workplace by way of teaching, support and assessment.


Entry Requirements:

Entrants must have the ability to achieve Level 1 Functional Skills in English, Maths and ICT. Apprentices need to be employed for a minimum of 30 hours a week with a contract of employment.



Apprentices who successfully complete the intermediate apprenticeship can expect to progress within their chosen industry. This could include progression on to the advanced apprenticeship in Customer Service.


Minimum of 12 months

Awarding Body:

I Can Qualify (iCQ)