Customer Services Level 2


The Level 2 Diploma in Customer Service (QCF) is designed to develop knowledge and skills in key areas such as customer service, communication, understanding customers, employer organisations, and managing own performance and development.

This qualification is aimed at those already working in a wide variety of customer service settings such as hotels, banks, contact centres, restaurants and retail outlets.

The learner will be provided with a mix of relevant practical skills and knowledge which will enable them to follow a career in customer service and/or undertake further study.

Course Content


The majority of credit in this certificate (26 credits) is made up from optional units. The remaining credit (19 credits) is included in the five mandatory units.

Deliver Customer Service.

Understand Customers.

Principles of Customer Service.

Understand employer organisations.

Manage Personal Performance and development.

Application of Number Level 1
Communication Level 1
Assessment in Work
Expected Duration: 18 months
Assessed by Exam

Method of Study

Combined knowledge and competence-based qualification delivered mainly at the learners place of work. Each learner is assigned an individual Training Officer who schedules visits on a monthly basis.

Ideal For

  • Candidates working within customer service environments who wish to enhance their career prospects
  • Allow successful candidates to follow a career in customer services and continue to study further

Entry Requirements

For a funded Level 2 programme applicants must be:
Employed with a contract for a minimum of 16 hours per week at a rate of pay equal to, or in excess of, the National Minimum Wage. The job role must be suitable for the learner to be able to display occupational competence.

Awarding Body

How do I enrol?

Contact us for an informal chat, our experienced team of Account Managers will guide you through the process.