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Business - Customer Service Apprenticeship Level 2 (BUS1) at Barnsley College

Course description

This apprenticeship trains you to provide excellent customer service, and can be applied to job roles across many different sectors.

Course content

You will study units from the list below relevant to your job role.

You will also study: •Employment, Rights and Responsibilities (ERR) Booklet

•Level 1 Functional Skills in English and maths

•Personal Learning and Thinking Skills (PLTS) Units

•Deliver customer service •Understand customers

•Principles of customer service

•Understand employer organisations

•Manage personal performance and development

•Communicate verbally with customers

•Communicate with customers in writing

•Deal with incoming telephone calls from customers

•Make telephone calls to customers

•Promote additional services or products to customers

•Process information about customers

•Exceed customer expectations

•Deliver customer service on your customer’s premises

•Carry out customer service handovers

•Resolve customer service problems

•Deliver customer service to challenging customers

•Develop customer relationships

•Support customer service improvements

•Support customers through real time on line customer service

•Support customers using self-service equipment

•Use social media to deliver customer service

•Provide post transaction customer service

•Resolve customer complaints

•Gather, analyse and interpret customer feedback

•Health and safety procedures in the workplace

•Manage diary systems

•Provide reception services

•Contribute to the organisation of an event

•Buddy a colleague to develop their customer service skills

•Employee Rights and Responsibilities

•Develop working relationships with colleagues

•Principles of equality and diversity in the work place

•Processing sales orders

•Meeting customers after sales needs

•Handling objections and closing sales

•Deal with incidents through a contact centre

•Carry out direct sales activities in a contact centre

•Negotiate in a business environment

•Bespoke software

Entry requirements

Two GCSEs at grade A* to C, plus English at grade 3 or above.

You need to be employed within a Customer Service setting or have an employer in this area willing to take you on as an apprentice.



You will be assessed by your assessor using a portfolio of evidence, practical demonstrations and assignments. You will be assessed both in College and in your place of work.

Financial information

You may be eligible for assistance with expenses such as travel, books, equipment and childcare.

For further information please contact the Student Services Team on +44 (0)1226 216 114.

Future opportunities

Upon completion you could progress onto the Level 3 Advanced Apprenticeship in Customer Service or apply for job roles including:

  • Customer Service Trainee
  • Customer Service Assistant
  • Customer Service Representative

Further information

Information Team

We have a dedicated team available to provide information on all of our courses and to help you to make the right choices about your future. The team are based at the Old Mill Lane site.

Drop in: Monday – Thursday 9.00am – 5.00pm Friday 9.00am – 4.30pm

Tel: 01226 216 123


Our Information Advisers visit schools and provide impartial information about training and education options for school leavers.

They can help with: • Applying for courses • Arranging taster days and visits to College • Information about course requirements

How to apply

You can apply for this course through UCAS Progress. Add this course to your favourites so you can start making an application.

Last updated date: 28 September 2017
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