About the course:

This Customer Service Apprenticeship programme involves being at the forefront of employers business and dealing with customers. It is your responsibility that customers receive top quality services and that cases involving customers are dealt with in a professional and positive manner. Students are expected to attend Croydon SAM once a week and spend the remaining time working for your employer.    The assessments will occur at the workplace.

Course Structure:

This course comprises of compulsory and optional units. Students are expected to obtain at least 45 credits in order to qualify for this award.

The criteria is as follows:

  1. 19 credits from Mandatory Group A 
  2. A minimum of 3 credits from Optional Group B 
  3. A minimum of 16 credits from Optional Group C 
  4. A maximum of 7 credits can come from Optional Group D


Course Content:

  1. Deliver customer service
  2. Understand customers
  3. Principles of customer service
  4. Understand employer organisations
  5. Manage personal performance and development

What are the entry requirements?

There are no formal entry requirements needed in order to join this programme, however, if an A*/9 - C/4 grade in English or Maths at GCSE, or a Level 2 Functional Skill has not be obtained by the candidate then an additional qualification in level 2 functional skills English and/or Maths will be undertaken to ensure there is a smooth progression throughout the course. You must be employed in a customer service role.

Awarding Body: Edexcel

Assessment Method: For this course, there are a variety of ways in which students will be assessed which are listed below. Each assessment format assesses your skills and progression throughout the course.

Modes of assessment include:

  1. Observation
  2. Questioning
  3. Professional discussions
  4. Witness testimonials
  5. Candidate work products
  6. Statements


Qualification: Level 2 Diploma in Customer Service 

Course Mode: Part Time 

Duration: up to 13 Months

Start Date: Flexible

Progression route?

Students may use this qualification to further progress Advanced Apprenticeship (Level 3).

What are the training costs?

The Current legislation regarding apprenticeships states that those undergoing an apprenticeship programme must be employed. Hence, apprentices must be paid the minimum statutory pay for apprentices and contractually employed on a full-time basis. The employers are responsible for these fees. 

If you would like more information regarding the Apprenticeship Levy, 

Please read the following information:

  1. Apprenticeship Levy
  2. Apprenticeships Reforms
  3. Key Points


The new Apprenticeship Reforms actualise from April 2017 with an innovative funding system beginning on 01 May 2017.
The following information establishes the key points that we currently know:

  1. Pay bill over £3m p.a. = Employer Levy @ 0.5% of total pay bill for UK-based staff
  2. Pay bill less than £3m p.a. = Employer Co-Investor @ 10% (Government pays 90%)
  3. Pay bill less than £3m p.a. and less than 50 employees = Employer Waiver @ 100% Government funded for 16-18 year old apprentices and employer 10% co investment for 19 plus
  4. A supplementary £1000 incentive for all employers and providers for taking on a 16-18 year old Apprentice and / or 19-24 year old previously in care or with an Education and Health Care plan



Are there any additional costs?

There may be additional fees to cover for the cost of textbooks needed for the course.