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Customer Service Apprenticeship at York College

Course description

This qualification covers the basic elements of how to deliver an excellence customer experience and will equip you with the necessary skills to work and support customer service delivery.

This Level 2 qualification aims to develop the student’s knowledge and practical skills for effective customer service in any industry.

Course content

The Customer Service qualifications are ideal for those who take pride in having to deal with people, from those who are just starting out to those responsible for an organisation's overall customer-service strategy.

Apprentices must complete all mandatory units, including those covering the essentials of customer service and communication, plus a minimum number of credits from the optional units. A wide range of optional units allows content to be tailored to suit student’s individual needs, whilst meeting the occupational requirements of the industry.

Mandatory units 
Deliver Customer Service 
Understand Customers 
Principles of Customer Service 
Understand Employer Organisations 
Manage Personal Performance and Development 
Communicate with Customers in Writing

Additional Study

Functional Skills in Maths, English & ICT
Personal Learning & Thinking Skills (PLTS)
Employee Rights & Responsibilities

Entry requirements

To start the course you must be employed in a relevant role for a minimum of 30 hours per week. In addition, for an Intermediate Apprenticeship (Level 2) you will have minimum GCSE grade D (grade 3+)  in English and Maths.


Mandatory knowledge units are assessed on-demand through the City & Guilds e-assessment platform e-volve. The competence or skills-based units are assessed through a portfolio of evidence.

Future opportunities

Most candidates start on a Level 2 Apprenticeship and progress to Level 3, although the level may be determined by the role in the workplace and previous qualifications.
This qualification could lead to jobs such as:

  • Customer Service Advisor
  • Call Centre Operator
  • Retail or Leisure Centre Customer Contact
  • Helpdesk Advisor

You could also progress onto other qualifications such as:

  • Level 3 Diploma in Customer Service
  • Customer Service Apprenticeships
  • Level 2 and Level 3 Diplomas in Business Administration
  • Level 2 and Level 3 Contact Centre Operations
  • Customer Service Advanced Apprenticeship
  • Institute of Leadership and Management (ILM) qualifications

How to apply

If you want to apply for this course, you will need to contact York College directly.

Last updated date: 19 October 2016
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