Level 2 Diploma in Customer Service (QCF) is for learners who work in, or who want to work in customer service in roles such as
Customer Service Advisor,
Customer Service Operator,
Call Centre Advisor,
Help Desk Operative and
It gives learners the opportunity to:
● Develop and demonstrate technical and wider sector-related knowledge to underpin
competence in the job roles stated above. Technical knowledge includes the principles and
practices of delivering customer service and understanding the different types of customers,
their needs, wants and expectations.
● Develop and demonstrate a range of technical skills and behaviours that supports competence
in the job roles stated above. This includes communicating with customers using appropriate
communication channels, resolving customer problems and complaints, building
relationships with customers and promoting additional products.
● Develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills (PLTS)
● have existing skills recognised
● achieve a nationally recognised Level 2 qualification
No prior knowledge, understanding, skills or qualifications are required before learners register for this qualification, however it is likely that they may already be employed or seeking employment within the customer service sector.
Approved age ranges 16-18, 19+
Duration: Guided learning hours 245-305
Qualification Structure :
The learner will need to meet the requirements outlined in the table below before
the qualification can be awarded.
Minimum number of credits that must be achieved 45
Number of mandatory credits that must be achieved 19
Minimum number of optional credits that must be achieved from Group B 3
Minimum number of optional credits that must be achieved from Group C 16
The remaining credit can be taken from Group B, C or D.
A maximum of 7 optional credits can be achieved from Group D. 7
Learners who achieve Level 2 Diploma in Customer Service (QCF) can progress to Level 3 Diploma in Customer Service (QCF), which is the competencies component of the Level 3 Advanced Apprenticeship in Customer Service.
Alternatively, learners could choose to progress to other qualifications such as:
● Level 3 Award in Principles of Customer Service
● Level 3 Certificate in Principles of Customer Service
Achieving this qualification also gives learners the opportunity to progress to job roles with additional responsibilities such as Customer Relationship Manager, Customer Support Officer, Customer Service Team Leader and Customer Service Supervisor.