Level 2 Customer Service Apprenticeships
Customer service apprentices can play a vital role in your workforce. Whether their interactions are via telephone, post, email, text, or social media, strong communication skills are critical.
Our level 2 customer service practitioner apprenticeship will upskill individuals to participate in better verbal and written communication, enhance their problem-solving skills, and teach them how to build rapport with customers and colleagues. All apprentices receive specialised training and will learn to build positive relationships for a seamless customer service experience.
Advantages of customer service apprenticeships for your business
Recruiting and developing employees with customer service apprenticeships can help you drive long-term growth in your business. Some of the core benefits of a customer service apprenticeship include:
- Enhanced customer satisfaction and loyalty: Apprentices receive specific and structured training which can lead to more effective interactions with customers, improved satisfaction rates and increased customer retention
- Improve your brand reputation: Fully trained team members can contribute to more positive customer experiences and will help to reinforce your brand’s values
- Demonstrate your commitment to staff development: An investment in apprenticeships shows that you are committed to the progression and development of your team, creating a more positive and productive working environment.
The Damar Difference
At Damar Training, we’ve got extensive experience in our field and work in partnership with our employers to deliver long-term value through each of our apprenticeship training programmes. We have the expertise to guide you through that process, as well as the passion and dedication to create stronger workforces through apprenticeship training. Some of the key stand-outs of our customer service apprenticeships include:
- Our people: Our experienced team is passionate about helping organisations achieve their full potential. We are there to offer support and guidance, as well as bring real-world knowledge and practical insights to our programmes
- Our processes: We offer seamless enrolment and onboarding processes, ensuring a smooth and efficient learning experience for both apprentices and employers
- Our systems: Our engaging and accessible systems provide easy access to learning materials, resources, and support, ensuring accuracy and speed in all operations
- Our specialist medical pathway: We have a specialist medical pathway, incorporating a Mediterm level 2 award, which supports working and communication in healthcare settings.
We currently delivery customer service apprenticeships in a number of organisations and businesses across England such as:
“Our apprentice manages our inbox, prioritising messages and flagging things up to higher levels when needed. The way our apprentice has taken everything on board, it’s just helping the service run so much smoother.”
Ann-Marie McGilvray
ICS Administration Manager
Wrightington, Wigan and Leigh NHS Trust
Our customer service apprenticeship delivery
We understand the importance of a well-structured and clear learning journey. Here is what the delivery of the customer service apprenticeship includes:
- Pre-work: Engaging in video content and other resources related to the modules
- Group coaching sessions: An opportunity to ask questions, engage in discussions, and prepare for individual tasks
- Individual learning activities: Working through an activity brief, building evidence for the portfolio along the way and preparing for end-point assessment.
- Main learning: Self-directed and interactive content available on our online learning platform
- 1:1 coach visiting: Every six weeks, a Damar coach meets with the apprentice to review their progress, discuss any issues, and assess their personal development
- Review meetings: Every 12 weeks, the coach meets with the apprentice and their line manager for a more in-depth discussion regarding their progress.
Customer service apprenticeships take 15 months (including preparation for end-point assessment).
People of all ages and educational backgrounds can undertake customer service apprenticeships, but there are some restrictions, the most important of which are:
- The employer and the training provider must ascertain that the apprenticeship will allow the individual to gain substantive new skills.
- The apprenticeship must align with the skills needs of the apprentice’s role.
- The apprentice must be employed, usually for 30+ hours a week, and work more than 50% of their time in England.
Customer service apprenticeships are formed of nine carefully planned and sequenced 6-week modules that help apprentices learn and apply the knowledge, skills and behaviours required for each of the core occupational duties undertaken by customer service practitioners.
- Module 1: personal presentation, professional language, developing self
- Module 2: personal organisation, product & service knowledge
- Module 3: understanding your organisation, brand promise, core values and policies
- Module 4: knowing customers, being open to feedback
- Module 5: regulations & legislation, equality
- Module 6: interpersonal skills, communication, influencing skills
- Module 7: systems and resources, teamworking, your role and responsibilities
- Module 8: dealing with conflict, challenging customers
- Module 9: customer experience, right first time
Employer partners and apprentices are supported throughout the customer service apprenticeship. The apprentice has a dedicated coach who provides 1:1 support, alongside the group coaching sessions and apprentice forums where they can engage with other apprentices on the same programme. Review meetings with the apprentice, line manager and coach are held every 12 weeks.
Apprentices with additional learning needs also have the opportunity to meet with our SEND Co-ordinator, who will put together a personalised support plan.
In addition, employer partners have a business development manager/executive they can contact at any time.
All customer service apprenticeships embed the functional use of maths and English as well as personal development topics in areas such as equality and diversity and British Values. Apprentices unable to evidence maths and English at GCSE grade 4 or above may need to take functional skills exams as part of the apprenticeship. Additional training is provided if necessary.
- A showcase, prepared by the apprentice that demonstrates their professional competence (65% weighting)
- Practical observation (at least 1 hour) with independent end-point assessor (20% weighting)
- Professional discussion (1 hour) with independent end-point assessor (15% weighting).
Customer service apprenticeships are a springboard for progression to more senior customer service roles but also to more senior administrative, team leading and management positions. Damar apprentices have progressed to other higher-level apprenticeships, most commonly business administrator, team leader or supervisor.
If your annual UK wage bill is over £3 million, the cost of training can be funded via the Apprenticeship Levy. We can help you navigate your Apprenticeship Service account to access this funding.
If your annual UK wage bill is below £3 million, the government covers 95-100% of the training costs.
For apprentices aged up to 21, the apprenticeship is fully government-funded*. For apprentices aged 22 and over, the apprenticeship is 95% government-funded*.
*Please note: Some apprenticeships have accreditation costs which are not eligible for government funding
We have regular start dates throughout the year for our customer service apprenticeships. Please see our schedule page for more information.
Develop your team's potential with Damar
Create a customer service team that stands out from the competition with the support of our customer service apprenticeships. By working with Damar, you can rely on tailored apprenticeship programmes that ensure your employees are gaining the skills required to deliver excellent customer service.
Contact us for further information regarding our apprenticeships – our expert team will be more than happy to answer any queries you may have.
Customer service apprenticeship FAQs
Level 2 customer service apprenticeships give apprentices a qualification equivalent to five GCSEs at grades 4-9/A-C. As part of the apprenticeship, they will engage in off-the-job training, create their own portfolio of evidence, and complete an end-point assessment to evaluate their performance.
Our customer service apprenticeships are designed to equip individuals with a comprehensive set of skills that are essential for navigating customer-facing roles. These include communication skills, customer interactions, and technical and operational skills such as product knowledge and time management.
Here at Damar, our level 2 customer service apprenticeship takes 15 months, which includes preparation for their end-point assessment. For further information or if you have a specific question regarding our apprenticeships, have a read of our employer FAQs.
Many customer service apprentices progress on to the level 3 business administration apprenticeship. For apprentices looking to specialise in particular career pathways, an accounting apprenticeship or a paralegal apprenticeship could be an option.
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