Finding and training your future stars
Customer service
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A qualification designed for people who are communicating with customers on a regular basis, by telephone or face to face.

Areas covered include, developing working relationships with customers, solving customer's problems, improving service to customers and telephone techniques

You can start this qualification with no experience at Level 2, learners wishing to start this qualification with A levels would often start at Level 3.

Customer service courses

Starting Off provides two locations for training, Northampton and Kettering. These training centres are both within easy access to public transport.

Level 2 Customer Service Practitioner

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This qualification will introduce you to and provide you with the skill and techniques to deliver a great customer experience for the product or service that your employer provides.

You will build confidence and strong communication skills, while building an understanding of the lifecycle of a customer. Great customer service is at the heart of every successful business.

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibilities
  • Customer experience
  • Product and service knowledge

Apprenticeship Framework in Customer Service - Level 3

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This qualification is designed for people who are communicating with customers on a regular basis, by telephone or face-to-face. The course is approximately 15 months.

There will be a series of observations in the workplace and an opportunity to attend our training centre to develop knowledge. Apprentices complete six mandatory units plus a variety of optional units applicable to their job role and development. The job role must cover these aspects.

Mandatory units:
  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Principles of business
  • Manage personal and professional development
  • Resolve customer problems

Optional units include:

Gather, analyse and interpret customer feedback, resolve customer complaints, monitor the quality of customer service interactions, use service partnerships to deliver customer service and many more.


We deliver a series of workshops as follows:

  • Understand customers
  • Principles of customer service
  • Understand employee organisations
  • Manage personal performance and development
  • Dealing with incoming and making outgoing telephone calls
  • Understand the customer service environment
  • Principles of business
  • Working with challenging and complaining customers
  • Promoting additional products and services

Working with you on Functional Skills

All Apprenticeships require learners to demonstrate a minimum level of Maths & English, however learners may be exempt from these with relevant GCSE grades. Don’t worry if you need to work with us on this as we’ll get you through them as part of your training.


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    No matter where you are on the career ladder, we can guarantee to give you that step up.