Level 2 Diploma in Customer Services



About the course:

This Customer Service programme involves being at the forefront of employers business and dealing with customers. It is your responsibility that customers receive top quality services and that cases involving customers are dealt with in a professional and positive manner. Students are expected to attend Croydon SAM once a week and spend the remaining time working for your employer. The assessments will occur at the workplace.

Course Structure:

This course comprises of compulsory and optional units. Students are expected to obtain at least 45 credits in order to qualify for this award.

The criteria are as follows:

  1. 19 credits from Mandatory Group A
  2. A minimum of 3 credits from Optional Group B
  3. A minimum of 16 credits from Optional Group C
  4. A maximum of 7 credits can come from Optional Group D

Course Content: 

  1. Deliver customer service
  2. Understand customers
  3. Principles of customer service
  4. Understand employer organisations
  5. Manage personal performance and development

What are the entry requirements?

There are no formal entry requirements needed in order to join this programme, however, if an A*/9 – C/4 grade in English or Maths at GCSE, or a Level 2 Functional Skill has not be obtained by the candidate then an additional qualification in Level 2 Functional Skill English and/or Maths will be undertaken to ensure there is a smooth progression throughout the course. You must be employed in a customer service role.

Awarding Body: Edexcel

Assessment Method: For this course, there are a variety of ways in which students will be assessed which are listed below. Each assessment format assesses your skills and progression throughout the course.

Modes of assessment include:

  1. Observation
  2. Questioning
  3. Professional discussions
  4. Witness testimonials
  5. Candidate work products
  6. Statements

Qualification: Level 2 Diploma in Customer Service

Course Mode: Part Time 

Duration: Up to 12 Months

Start Dates: The course can be studied at any time during the year, however, this is subject to the number of students.

Progression route?

Students may use this qualification to further progress Advanced Apprenticeship (Level 3).

What are the training costs?

The course fee is £1,987.00, however, some students may be eligible for the 19+ loan which may be used to pay for the course. For more information about the 19+ loan, feel free to contact us.

Are there any additional costs?

There may be additional fees to cover for the cost of textbooks needed for the course.