Customer Service Apprenticeship

Entry requirements

Aged 16+

Course length

1 to 2 years depending on student progress


Level 2 Diploma in Customer Service

Course content

This course teaches skills for customer service roles or to develop your skills in your current job. It’s useful for any job that includes frequent contact with customers. It covers customer service terminology and learn up to date techniques such as using social media for customer service.

Mandatory units:
Delivering customer service; understanding customers; the principals of customer service; understanding employer organization; managing personal and professional development.

Optional units:
Written customer communications; effective use of the telephone; processing customer information; demonstrating health and safety procedures; sales techniques and use of bespoke software.

Additional information

• Throughout the apprenticeship, students are employed and receive a wage
• Training is a mix of practical on-the-job, and off-the-job training during which a portfolio of evidence will be assessed
• After completion, students could progress onto an advanced apprenticeship in customer service
• Tutors from Mode provide ongoing support and assessment to students throughout their course, and this includes additional training in English and maths if necessary

Costs and funding

This apprenticeship costs £3,500. The costs of training and assessment are usually paid for by government funding, with contributions from the employer. The course can also be paid for privately.

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