Customer services

If you want to work in a customer facing role then a customer service qualification will help you to learn and develop the wide range of skills you need to provide the kind of high quality service employers and customers expect.

Qualifications offered

Level 2 (Intermediate) in Customer Service

Level 3 (Advanced) in Customer Service


Level 2 (Intermediate) in Customer Service

Who is this qualification designed for?

Level 2 is an ideal programme of study for entry level employees working within a client facing or customer service role in a range of settings both office and shop-based.

Activities covered

The exact activities and responsibilities covered will vary depending on your employer, but may include:

  • Working at the front end of an employer’s business activities delivering services face-to-face, over the telephone, or using email
  • Answer customer’s enquiries and dealing with requests or complaints.
  • Ensuring that customers are dealt with in a positive, reliable and pleasant way.

Included units

As part of this qualification you will be required to undertake both mandatory and optional units. The below lists are not exhaustive and may vary depending on your employer and/or the examination board. However, those required or available might include (but are not limited to) the following:

Example mandatory units:

Deliver customer service
Manage personal performance and development
Principles of customer service
Understand customers
Understand employer performance and development

Example optional units:

Carry out customer service handovers
Support customers through real-time online customer service
Health and safety procedures in the workplace
Contribute to the organisation of an event
Meeting customers’ after-sales needs

Learning hours

The approximate duration is 12 months, with an average of 3 hours per week off-the-job learning, and 6 hours per week on-the-job guided learning.

Apprenticeship delivery

For those undertaking an apprenticeship route, the additional components will be delivered alongside the core qualification.

  • Level 1 Functional Skills in English and Maths
  • Employment Rights and Responsibilities
  • Personal Learning and Thinking Skills

Level 3 (Advanced) in Customer Service

Who is this programme designed for?

Level 3 is an ideal programme of study for mid-career level employees who have some experience within the customer service sector and who hold a level of autonomy in their role. Those who undertake this apprenticeship are usually employed in a position such as:

  • Customer Relations Manager
  • Customer Service Co-ordinator
  • Customer Service Team Leader

Activities covered

The exact activities and responsibilities covered will vary depending on your employer, but may include:

  • Communicate effectively with customers face-to-face, in writing, or by telephone
  • Resolve problems and improve customer relations
  • Promote products and services
  • Use software/office equipment to communicate, keep records, gather and analyse customer feedback and lead a team. 

Included units

As part of this qualification you will be required to undertake both mandatory and optional units. The below lists are not exhaustive and may vary depending on your employer and/or the examination board. However, those required or available might include (but are not limited to) the following:

Example mandatory units:

Manage personal and professional development
Organise and deliver customer service
Understand the customer service environment
Principles of business
Understand customers and customer retention

Example optional units:

Exceed customer expectations
Support customers using self-service equipment
Negotiate in a business environment
Provide reception services
Use social media to deliver customer service

Learning hours

The approximate duration is 12-18 months, with an average of 3.5 hours per week off-the-job learning, and 6 hours per week on-the-job guided learning.

Apprenticeship delivery

For those undertaking an apprenticeship route, the additional components will be delivered alongside the core qualification.

  • Level 2 Functional Skills in English and Maths
  • Employment Rights and Responsibilities
  • Personal Learning and Thinking Skills