Customer Services Apprenticeship Level 2 Framework

Code 263

The Customer Service Apprenticeship at Level 2 is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing. It is suitable for employees who:

  • have particular customer service and administrative job roles
  • are working in a customer service environment
  • provide service to external customers as part of their job role


The Customer Service Apprenticeship route at Level 2 offers additional units to the NVQ only covering a Knowledge-based element (Technical Certificate), Transferrable Skills element (Key Skills) and a Competency based element (NVQ) which assesses your ability to use the skills. The programme usually runs from between 12-15 months.

Transferable Skills – Key Skills

  • Application of Number - Level 1
  • Communication - Level 1

Knowledge Based Element - Customer Service Technical Certificate in either :

  • EDEXCEL BTEC Level 2 Certificate in Customer Service (QCF) 501/0442/1 or a City & Guilds Level 22 Certificate in Customer Service (QCF) 500/6329/7

Competence Based Element – National Vocational Certificate to assess competency:

  • EDEXCEL Level 2 NVQ Certificate in Customer Service (QCF) 501/0080/4 or
  • City & Guilds Level 2 NVQ Certificate in Customer Service (QCF) 500/9341/1



City & Guilds: City & Guilds is the only awarding body solely dedicated to vocational learning.  Over 1.5 million learners work towards a City & Guilds qualification every year.


Contact us for details of government funding that may be available for our vocational work-based programmes to develop skills within your organisation. 


To find out more about this programme including minimum numbers, our flexible delivery methods and whether you are entitled to any financial support please contact Vivienne Compton direct on 0845 1306461 or email