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BTEC Level 2 Diploma in Customer Service QCF

Course Outline


The Customer Service Apprenticeship is ideal for individuals looking to gain employment through practical working experience whilst studying for a nationally recognised qualification. This course will provide you with the opportunity to develop and refine your customer skills for use in a variety of working environments, it will ensure that you have the skills to tackle customer issues with confidence and be commercially aware of the importance of delivering a positive customer experience.


The course includes a combination of mandatory units, which cover essential skills required within a customer service sector, and a variety of optional units which are selected with the employer and focus on specific aspects within the individual job role.

Qualification Units


The mandatory units:


  • Deliver customer service

  • Understand customers

  • Principles of customer service

  • Understand employer organisations

  • Manage personal performance and development


The selection of optional units include:


  • Communicate verbally with customers

  • Communicate in writing

  • Process information about customers

  • Resolve customer service problems



  • NVQ in Customer Service (QCF)

  • Functional Skills- Maths/English (Exempt if already achieved GCSE/AS/A Level Grade E and above)

  • Knowledge of Employment Rights and Responsibilities




The apprenticeship consists of several components each of which will be assessed in their own way. Assessment will take place in the workplace; your assessor will visit you on a monthly basis to work towards the evidence needed for your qualification.


NVQ- Combination of online exams and a variety of portfolio evidence including; work logs, evidence sheets, witness testimonies and workplace observations.


Employer Rights and Responsibilities- Successful completion of ERR Workbook


Functional Skills (Maths/English)- Achieve the required examinations.

"After completing a BTEC Level 3 Diploma in ICT at Furness College, I wanted to pursue a career in Graphic Design. So leaving all my options open, I submitted my CV to Taylor Made Training who then contacted me with various interview opportunities. Although the first placement interview fell through, Taylor Made Training were able to secure me another placement interview within weeks which was successful. Thanks to their dedicated team, I am now in an apprenticeship where I can use my skills as a Graphic Designer to the full, while studying an NVQ in Customer Service. The work required to gain the qualification easily integrates into my day to day job, and is not too difficult to carry out. Working with Taylor Made Training is relaxed and stress free, and they are flexible to your every needs."


Claire Lawrence

Age 20