Overview

These qualifications require individuals to demonstrate competence against National Occupational Standards (NOS) which are based on the needs of the Customer Service sector as defined by the Sector Skills Council. As such they contribute to the development of skilled labour in the sector.

To achieve a full Level 2 Certificate in Customer Service, candidates must achieve 28 credits; 8 credits from the mandatory units and 20 credits from optional units.

Candidates must select at least 1 unit from each optional group. A minimum of 11 credits from optional units must be at Level 2.

Qualification Content

A successful organisation relies on its customer services team and employers in all industries are looking for skilled customer care employees. These qualifications show employers that you have the skills and knowledge they are looking for and will help you progress in your career.

A Certificate in Customer Service is ideal for anyone who’s interested in developing their career in a customer service role.

You might be looking for a first job, going back to work or proving your skills to help you get a promotion.

You’ll probably be the sort of person who enjoys talking and listening to people, answering questions, and helping to sort out queries and complaints

Benefits

Employees will benefit from:

A clearer understanding of their responsibility within their organisation
The opportunity to develop new skills
The recognition of existing skills

Employers will benefit from:

Improved staff performance and motivation
Improvements in the quality of service to customers
The opportunity to ensure levels of service are to national standard

Applicable to

This qualification is particularly appropriate for people whose role includes one or more of the following

Bank/building society customer adviser
Contact centre operater
Customer service adviser (Post Office)
Customer service assistant/manager
Hotel receptionist, Local Government customer services officer, and
Medical receptionist

Further information on specific pathways can be found here.