Customer Service Apprenticeship
- Start date(s): Multiple (roll on, roll off course) - enquire now.
- Centre(s): Abraham Moss
- Course duration: 18 months
- Fee: See funding tab
Before enquiring, please be aware that this apprenticeship is not a job opportunity. It is a learning programme that allows you to combine practical training whilst already employed in a customer service role.
Course details
This apprenticeship will offer you a highly transferable set of skills which applies to all sector specialisms and in all roles which can be customer facing, via telephone or operations which are back-facing.
The fundamentals learnt completing this qualification are multiple to ensure you are accredited for Customer Service skills and knowledge. This enables you to be qualified and understand etiquette of impactful communication, conflict management, competitive advantage and problem solving.
This qualification offers you a wide range of customer service strategies development in the skills, knowledge and behaviours in which can lead to wider career progression routes.
Throughout the course you’ll learn a vast range of knowledge, skills and behaviours (KSBs).
The KSBs developed on this apprenticeship follow those of the Level 2 Customer Service Practitioner apprenticeship training programme.
You can find full details here: Skills England – Level 2 Customer Service Practitioner
Ways to learn include:
- Case studies and scenarios – Analysing real-world situations to develop problem-solving skills.
- Work based learning – You’ll apply learning directly to your workplace and reflect on your practice.
- Collaborative learning – Group discussions, peer observations, and teamwork to share insights and best practices.
- Self-reflection and journals – Keeping a reflective log to track progress and areas for development.
- Mentorship and coaching – Working with experienced educators who guide and support your professional growth.
You will also be required to attend a face-to-face teaching session at Abraham Moss Adult Learning Centre once a month. You will also recieve remote support according to organisational requirements.
For this course, you will be required to create a portfolio of evidence meeting the assessment criteria for the qualification. This portfolio will be both internally assessed and you will also be required to undertake an End Point Assessment (EPA).
To be eligible for this course, you should have:
- A minimum Level 1 BKSB outcome for your Initial Assessment.
- It is an essential requirement that you are in employment in a Customer Service role.
- You will also need access to a device (laptop or computer) at home. You can apply to our Chromebook loan system if you do not have a suitable device.
The apprenticeship is fully funded using the apprenticeship levy.
If you’re a small and medium enterprise (SME), the Level 2 Customer Service Apprenticeship can be funded on the following conditions:
- The organisation needs to be Manchester based/employ someone to work in Manchester.
- The company must be a living wage employer – as a council we have committed to employers paying this.
Career and progression
After completing this course, you will have stronger skills and experience to help you succeed in your role. You may progress onto a different role or pursue another qualification in a similar field.