Customer Service Level 2 Intermediate Apprentice

Customer Service

Level 2 Intermediate Apprentice

Your Framework(FR04119):

  • BTEC Diploma in Customer Service
  • Functional Skills in English Level 1
  • Functional Skills in Maths Level 1
  • Employee Rights and Responsibilities

Entry Requirements: Applicants need to be a minimum of 16 years of age and working in a suitable customer service role with a level of English and Maths at or above grade E.

Start Date: At any point Attendance: Minimum 30 hours employment per   week

Duration: Normally 12 to 14 months

Framework Highlights

Learners will develop the interpersonal skills and customer focus that is required to be a success in this front line industry. You will be learning through live interactions in your position as a customer facing team member or as an employee with customer service responsibilities in a variety of settings. Gain real experience in a paid role whilst working towards a nationally recognised qualification.

Framework Overview

This programme is designed for learners in a minimum of 30 hours employment per week within a customer service type role. You will be provided with a bespoke learning programme that meets the needs of you and your employer. The units within your diploma will be tailored to your workplace activities. Where relevant, your employer will agree a suitable time for your training at the College, so that you can build knowledge and skills even further.

An assessor will visit you at regular agreed intervals to develop and assess your knowledge and competency. There are a wide range of supportive learning resources on our virtual learning environment for you to interact with. There are normally opportunities to attend workshops at Suffolk New College according to your training need. This framework can support you in a number of higher level jobs in all industries where skills needed to deal with customers is essential.

Next Steps

A number of our work based learning apprentices have the opportunity to progress within their workplace having demonstrated expected levels of skills and abilities to deal with internal and external customers through face to face or distance contact with others. Many customer service apprentices progress further within their own organisations, or onto further apprenticeship courses having built on their own communications skills. We have an excellent record of apprentices gaining sustainable destinations after completing their framework.

Student Case Study

Joshua Merritt worked towards his Customer Service framework whilst working as Student Union President at Suffolk New College. Josh feels that his role needs excellent interpersonal and interactive skills to enable him to deal with the range and variety of people he deals with on a day-to-day basis.


Where an employer has less than 50 employees and is not liable to pay the Apprenticeship Levy, the training for Apprentices that are aged between 16 and 18 is fully funded.  For Apprentices who are aged 19 years or over at the start of their course, a one-off employer contribution fee is required.  (There is an incentive payment of £1,000 available for employers who are not apprenticeship Levy payers and who take on a 16-18 year old apprentice.  This incentive payment is payable as £500 after 3 months and £500 after 12 months).

Additional Costs

No additional costs required.

How Do I Apply

To complete an Apprenticeship, the Apprentice must be employed. To view and apply for the College’s live Apprenticeship vacancies please visit the national apprenticeship website:, or alternatively if you are an employer wishing to employ an Apprentice please get in contact with us on 01473 382464 or email