Customer Service Apprenticeships

Overview (NV)

Customer Service Level 2 and Level 3

Course length
12 - 18 months per level


Customer service staff play a key role in determining the quality of the customer experience, whatever the business, which in turn helps to increase customer loyalty. There is a growing demand across all sectors for people who have the skills and abilities to be people focussed and who want to contribute to the on-going success of an organisation or business by being enthusiastic, creative and willing to learn new skills.

NVQ Level 2 Certificate in Customer Service:

The Level 2 Certificate covers all the basic requirements of working in a customer-focussed role and develops your skills to deal with people in a positive and effective way.

As part of your Level 2 Apprenticeship you will gain:

  • NVQ Level 2 Certificate in Customer Service
  • Level 2 Certificate in Principles of Customer Service
  • Level 1 Functional Skills in English and Maths

NVQ Level 3 Diploma in Customer Service:

The Level 3 Diploma continues to develop skills learnt at Level 2 and embraces the wider aspect of working in a supervisory or management role in customer service.

As part of your Level 3 Apprenticeship you will gain:

  • NVQ Level 3 Diploma in Customer Service
  • Level 3 Certificate in Principles of Customer Service
  • Level 2 Functional Skills in English and Maths

Teaching and Assessment (NV)

Teaching & assessment 

Throughout your training your tutor will guide you through assessments both in the workplace and at College. You will have practical assessments, online tests and assignments.

Your personal assessor will visit you regularly in the workplace (or are happy to see you more often if you need extra help). They will assist you throughout your training to help you achieve your qualification.

Apprentices may need to attend college to gain additional skills but this will be discussed with you and your employer. 

Our teaching and assessment is underpinned by our Teaching, Learning and Assessment Strategy 2015-2020.

Entry Requirements (NV)

Entry requirements

You will need to be 16 and over and in full-time employment. You will already be working in a suitable role, or we can help you find one. If you are new to the industry or have limited experience you will need to start at Level 2.

For Level 2 you will normally require a minimum of 4 GCSEs at grade 3 (grade D) or above. For direct entry to Level 3, you will need a relevant Level 2 qualification and ideally English and maths at grade 4 (grade C) or above. However, all applicants will be considered on an individual basis.

You will also be required to attend a college interview.

If you have experience of working in the industry we would be delighted to hear from you.

If you do not have a grade 4 (grade C) or above in English and maths you will need to undertake an assessment so we can ensure you receive the best support for that subject. 

What's next? (NV)

What's next?

If you want to become a customer service apprentice and do not have a job, UCB will work with you to find a suitable paid placement. If you are in work and want to take an apprenticeship qualification, we can advise you on what you need to do.

For more information please contact the Apprenticeship team:

By telephone: 0121 232 4091 (Monday-Friday 9am-5pm)

By email: