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Levels 2 and 3 Customer Service

Hoople currently offers two apprenticeships in Customer Service

  • Level 2 Customer Service Practitioner (Standard)
  • Level 3 Diploma in Customer Service (Framework)

Who are the apprenticeships for?

Anyone who is interested in working (or is already working) in any environment that involves serving customers. This could be in a retail (shop) environment, in a call centre, the reception desk of a hotel or leisure centre or manning a company help line.

What personal qualities will I need? 

You will be a ‘people’ person – someone who enjoys interacting with others and who is passionate about providing a good service. A warm and welcoming personality, a willingness to help and a ‘can do’ attitude will also be a great bonus for a career in customer service.

Are there any entry requirements? 

There are no formal entry requirements as the apprenticeship programmes will include training in maths and English if you do not already hold a GCSE Grade A-C in these subjects. 

What kind of things will I learn? 

You will learn a wide range of skills, including:

  • Knowing your customers
  • Understanding your organisation
  • Meeting regulations and legislation 
  • Your roles and responsibilities
  • Systems and resources
  • The customer experience
  • Product and service knowledge

What qualification will I achieve?

Completion of this apprenticeship will take 12 months.

On completion  of the Level 2 Apprenticeship, subject to end point assessment conducted by an external verifier, you will be eligible to join the Institute of Customer Service as an Individual member at Professional level.

On successful completion of the Level 3 Apprenticeship, you will be awarded a Level 3 City and Guilds Diploma in Customer Service.

Further detailed information about the Level 2 Apprenticeship is available on the Government's website.

Further detailed information about the Level 3 Apprenticeship is available on the City and Guilds' website.