Back to Apprenticeships

Customer Service Apprenticeship

12 – 15 months
Customer Service Apprenticeship
12 – 15 months


If you enjoy speaking to and working with people, this Customer Service Apprenticeship could be for you. You’ll learn all aspects of customer service from how to handle issues and complaints to building good customer relationships.


You don’t need any prior experience or qualifications to join the Customer Service Apprenticeship, but some knowledge of customer service and basic computer skills would be beneficial.


The apprenticeship is made up of the following qualifications:

  • Level 2 Diploma in Customer Services
  • Level 2 Award in Employment Awareness in Active Leisure & Learning
  • Functional Skills in English & Maths Level 1/2*

*Subject to individuals’ prior qualifications in English and Maths

Some key subject units covered are:

  • How to deliver customer service
  • Understanding customers
  • Principles of customer service
  • Understanding employer organisations
  • Managing personal performance and development
  • Communicating verbally with customers
  • Employee rights and responsibilities


You will be allocated a GLL College Skills Developer who will meet with you every four to six weeks at your place of work to assist you in completing your assessments and tasks to achieve your qualifications. Between meetings they will be available to contact via email, call or text with any questions or help needed.

Where possible workshops for all Customer Service Advisor apprentices within a GLL Region will take place every eight weeks at a central location.

Further support is also available via an e-Portfolio and online learning portal which all apprentices will be introduced to and shown how to use.


This apprenticeship offers the opportunity to become a fully-qualified Customer Service Advisor and to gain permanent employment in this role. Previous apprentices have also quickly progressed within GLL into Senior Customer Service Advisor and Duty Manager positions.


It usually takes 12 – 15 months to complete your apprenticeship, but timescales can be adapted to meet individual needs.


The majority of the apprenticeship training will take place at your place of work during your working hours, with a Skills Developer coming to meet you.

Some aspects will be delivered outside of your place of work/off the job, which will be planned and agreed in advance with all details being provided to you.