Level 2 Diploma in Customer Service

The purpose of this Level 2 Diploma in Customer Service aims to build on or recognise good practice in customer service in any industry or to support technical expertise in any job role, acknowledging the importance of effective communication and service delivery. Learners dealing with internal or external customers will benefit from gaining knowledge, understanding and experience of dealing with routine and more difficult customers, confident in their use of language and of the processes designed to make their role effective. Learners will have the opportunity to improve their own skills and to support others within their team or organisation in the development of excellent customer service.
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Employers have estimated that there will be 113,000 new jobs in customer service in England between 2004 and 2014. Customer service skills are transferable across a wide range of sectors and can be applied to many job roles.

The Level 2 Diploma in Customer Service (QCF) is a combined knowledge and competence qualification that forms as part of the Intermediate Apprenticeship in Customer Service. It is also suitable for learners outside of an apprenticeship that want to demonstrate the knowledge and skills required for a customer service role. It is suitable for learners who are either employed or have access to work in customer service, alternatively learners who want to progress to higher education and training.

Learners will cover a range of core subjects including:-

 Deliver customer service

 Understand customers

 Principles of customer service

 Understand employer organisations

 Manage personal performance and development

Learners will also select a number of optional areas of study that encompass a range of skills including communicating with customers, building relationships with customers, resolving problems, promoting products and/or services, using appropriate communication channels, keeping records, gathering customer feedback and working in a team.

This qualification is suitable for learners aged 16+.

There are no formal entry requirements, although learners must be able to work at the required level and have proficient use of the English Language.


Achievement of the Level 2 Diploma in Customer Service (QCF) can lead to a career in a customer related environment with a level of supervision.

Learners wanting to develop their knowledge and skills by progressing on further qualifications can benefit from the following:

 Level 2 Diploma in Business Administration (QCF)

 Level 2 Certificate in Contact Centre Operations (QCF)

 Level 2 NVQ Certificate in Contact Centre Operations (QCF)

 Level 2 Diploma in Team Leading (QCF)

 Level 2 Certificate in Principles of Marketing (QCF)

 Level 2 Certificate in Principles of Sales (QCF)

 Level 2 NVQ Certificate in Marketing (QCF)

 Level 2 NVQ Certificate in Sales (QCF)

 Level 3 Diploma in Business Administration (QCF)

 Level 3 Diploma in Customer Service (QCF)


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