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Customer Service



Level 2 and Level 3

These qualifications are for candidates who undertake a customer service role and recognise that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.

The aim of each qualification is to recognise the skills and competences of candidates in the workplace and allow candidates to select units within the qualification in relation to their job role.

The mix of units cover a broad range of competencies within customer service.

Customer Service Level 2

To achieve the full qualification, candidates are required to show competency in a mix of units to gain sufficient credits.  The candidate is supported by regular visits from their assessor.This qualification is part of an apprenticeship framework and could be eligible for funding Topic areas include:

  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Understand employer organisations
  • Management personal performance and development
  • Optional units include
  • Communicate verbally with customers
  • Resolve customer service problems
  • Develop customer relationships
  • Provide reception service
    Only a brief selection included here - wide range of units available depending on job role to make up the qualification

Customer Service - Level 3

This qualification is for candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment. Topic areas include:

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Resolve customers' problems
  • Manage personal and professional development
  • Optional Units include
  • Communicate verbally with customers
  • Develop customer relationships
  • Manage team performance
  • Collaborate with other departments
    Only a small selection included here - wide range of units available depending on job role to make up the qualification

Candidates are fully supported by their assessor and are guided through the qualification through regular meetings and assessments.  The employer is encouraged to be involved so that the learner gains full understanding of the qualification.

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