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Business - Customer Service Apprenticeship Level 2 (FBMS)

Business, Administration and Law

Business, Administration and Law
Business, Administration and Law
We are only accepting one application per candidate.

What will you be working towards?

Code BC41
Qualification Type Apprenticeship
Qualification Level Level 2
Course type Full Time


This apprenticeship trains you to provide excellent customer service, and can be applied to job roles across many different sectors.


You will study units from the list below relevant to your job role.

You will also study: ?Employment, Rights and Responsibilities (ERR) Booklet

Level 1 Functional Skills in English and maths

Personal Learning and Thinking Skills (PLTS) Units

Deliver customer service ?Understand customers

Principles of customer service

Understand employer organisations

Manage personal performance and development

Communicate verbally with customers

Communicate with customers in writing

Deal with incoming telephone calls from customers

Make telephone calls to customers

Promote additional services or products to customers

Process information about customers

?Exceed customer expectations

Deliver customer service on your customer?s premises

Carry out customer service 

Deliver customer service to challenging customers

Use social media to deliver customer service

Provide post transaction customer service

Resolve customer complaints

Gather, analyse and interpret customer feedback

Health and safety procedures in the workplace

Manage diary systems

Provide reception services

Contribute to the organisation of an event

Buddy a colleague to develop their customer service skills

Employee Rights and Responsibilities

Develop working relationships with colleagues

Principles of equality and diversity in the work place

Processing sales orders

Meeting customers after sales needs

Handling objections and closing sales

Deal with incidents through a contact centre

Carry out direct sales activities in a contact 

Bespoke software

How will it be delivered?

You will be assessed by your assessor using a portfolio of evidence, practical demonstrations and assignments. You will be assessed both in College and in your place of work.

Entry requirements

Two GCSEs at grade A* to C, plus English at grade 3 or above.

You need to be employed within a Customer Service setting or have an employer in this area willing to take you on as an apprentice.


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