The National Logistics Academy

Customer service - Level 2

Suitable roles for apprentices

  • Customer service trainee / assistant / representative / agent


2 (equivalent to GCSEs at grades A* to C)

Typical length

12 months

Entry requirements

Set by employer.

What apprentices will learn

Apprentices will gain clear and up-to-date knowledge of their organisation’s products and services and build strong communication skills, including customer handling and customer complaints


Apprentices will achieve a combined practical and theory-based qualification:

  • Diploma in Customer Service


This apprenticeship is delivered in the workplace. The apprentice gains the knowledge, skills and experience for providing customer service including face-to-face, telephone, digital and written communications.

The apprenticeship training is tailored to the needs of the individual employer and is delivered by highly qualified and technically competent training advisors. The programme is a blended combination of on the job tuition and assessment, workshops, e-learning content and professional discussions.

Additional training may be included such as short courses in speaking and listening skills or giving presentations as appropriate.