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What are the entry requirements?

This qualification is for learners who work in Customer Service in roles such as: Customer Service Advisor, Customer Service Operator, Call Centre Advisor, Help Desk Operative and Service Agent. This could be in a number of industries including Retail, Manufacturing, Business Services or Healthcare.

There are no mandatory requirements for this Apprenticeship. However, employers are looking to attract applicants who have a keen interest in providing excellent customer service and are able to work as part of a team. Applicants will need to hold basic Numeracy and Literacy skills on which to build their customer service skills.

What does this programme involve?

This qualification gives learners the opportunity to develop and demonstrate technical and wider sector-related knowledge to underpin competence in the job role of a Customer Service representative. Technical knowledge includes the principles and practises of delivering customer service and understanding the different types of customers, their needs, wants and expectations. Wider sector-related knowledge includes Equality & Diversity, organisational structure and environment and legislation & regulations that govern the industry.

It also enables learners to develop and demonstrate a range of technical skills and behaviours that support competence in the job roles stated. This includes communicating with customers using appropriate communication channels, resolving customer problems and complaints, building relationships with customers and the ability to improve self development in learning and performance.

How is the programme taught and assessed?

Learners will have regular visits from their assigned assessor who will ensure that minimal disruption to the workplace and the learners usual duties where possible. Some visits will focus on observational assessment so the learner will not be taken away from his/ her tasks, others require one-to-one sessions with the assessor meaning the learner will be required to leave their post for a short while.

Learners will be required to complete mandatory units as well as choosing from a range of optional units which lets the learner pick units that are more relevant to their job role. Optional units could include:

-Exceed Customer Expectations
-Support Customers Using Self-Service
-Promote Additional Products or Services
-Champion Customer Service
-Buyer Behaviour
-Collaborate with Other Departments

Engaging with assessment materials will allow staff to think about the organisation from a different perspective. It encourages them to look at their contribution to the business as a whole and will prepare them to overcome the challenges the face day-to-day.

What else do I need to know?

Our fully work-based provision is roll-on-roll-off so employers are able to enrol staff at a time which is convenient to them during the year. We are not restricted to September starts or the number of qualifications we can deliver in a workplace at once. We are also able to enrol additional learners throughout the year, with no cap on the maximum number of staff who can be on programme with us.

Courses are tailored to suit the employer and the individual as each framework offers multiple options to ensure staff get the most out of the experience and clear organisational benefits are achieved.

The Government are currently in the process of changing the information that you learn on this course, therefore it is likely that some of the unit information shown above will change before the course starts. All applicants will be sent the new course information as soon as it is released.

If you are a Levy paying employer, the cost of training will be funded through your digital account. If you are a non-levy paying employer you will pay 5% of the cost of training. For full details on fees, or for any other enquiries please contact or call 023 8091 1195.

Dates for the diary

Each year we hold various events which will give you the opportunity to find out more about our range of courses. For specific dates and times please see the events section of this website or telephone 023 8091 1195.

How do I apply?

If you are hoping to undertake a workbased apprenticeship, please be aware that you will need to be employed in a relevant role in industry and your employer must agree to your training.

*Fees will apply if you are over 18. You may be eligible for fee support or a loan. To find out an accurate cost, based on your individual circumstances, please contact our Workforce Skills Advisors on 023 8091 1195.

Course Code


Session Venue Starts Days Time Weeks Fees* 24+ Fees*
ACS2E Workplace Flexible Flexible Flexible Flexible You may be eligible for fee funding. Please enquire for details --Please call 023 8091 1195 Apply now

* Please note that although this tool looks to give customers the best indication of course costs, a final cost can only be confirmed once all submitted information is verified by our information, advice and guidance team.

Need any further advice?

For full details on fees, or for any other enquiries please contact or call 023 8091 1195.

The Equality Act

The College wishes to ensure that it complies with the requirements of the Equality Act 2010. If you are a disabled person, please ensure that we know what you need so that we can make all reasonable adjustments to help you succeed.

Please note all courses descriptions may be subject to change.

Course Notice

Unfortunately this course is now full. Please select another date, if available, or click here to submit an enquiry. By doing so our admissions team can contact you if a place becomes available.