Customer service - level 2 apprenticeship framework

About the framework

This framework specifies the standards and the criteria for the delivery of level 2 apprenticeship training to achieve qualified status within the customer service sector.

If you successfully complete the apprenticeship you'll gain a level 2 qualification and recognition as a qualified person within the sector.

Mandatory outcomes

Achievement of a level 2 apprenticeship in customer service will be assessed by verification through the appropriate awarding body.

You must complete a combined competence-based and knowledge-based qualification, along with the mandatory essential skills qualifications.

Mandatory essential skills

To successfully complete the apprenticeship, you must achieve the following essential skills qualifications as part of the apprenticeship or already hold a recognised equivalent:

• application of number – level 1
• communication – level 1
• information and communication technology – level 1

Any qualifications you already have are assessed against the framework requirements and may result in an exemption from the above.

Competency and knowledge qualifications

You must complete a combined competence-based and knowledge-based qualification from the list below:

• Active IQ Level 2 Diploma in Customer Service 601/3544/X
• BIIAB Level 2 Diploma in Customer Service 601/3734/4
• City & Guilds Level 2 Diploma in Customer Service 601/3562/1
• Highfield Level 2 Diploma in Customer Service 601/4026/4
• iCQ Level 2 Diploma in Customer Service 601/3689/3
• IMIAL Level 2 Diploma in Customer Service 601/3456/2
• Pearson BTEC Level 2 Diploma in Customer Service 601/3424/0
• ProQual Level 2 Diploma in Customer Service 601/3576/1

Eligibility and entry to the programme

You must be a new employee, or an existing employee taking on a new role to take part in the programme.

There are no formal entry requirements to take part in this apprenticeship, however employers may apply their own criteria at recruitment.

Employers and training contractors must make sure that learners have the potential and opportunity to gain the apprenticeship successfully.

See also the DfE operational requirements. 

Duration

Apprenticeship duration can vary and will be agreed between the apprentice, training contractor and employer.

Related knowledge

You must complete a suitable employee rights and responsibilities (ERR) workbook. Framework certification is issued on confirmation from training suppliers that the ERR has been completed.

Responsibilities

It's the training contractor/ college's responsibility to make sure all components of this framework are delivered in line with apprenticeshipsni operational requirements.

The apprentice must be employed from day one.

Further information

The content of this framework (Framework No 60 Issue 13: 08/23) has been agreed by the Department for the Economy.

For more information, contact:

• Department for the Economy - Apprenticeships Delivery and Performance Branch