Want more information?

Customer Service - Level 2 (Certificate)

Course aims

To develop skills and knowledge, directly relevant to delivering excellent Customer Service. The course will prepare you for employment or a level 3 course in this area.

Course length

130 Guided Learning Hours. Courses are usually 1 x 3.5hrs per week.

Who is this course for?

Adults (19+) who would like to develop their Customer Service skills for everyday life and work and achieve a Level 2 qualification.

Will I gain any qualifications?

Yes, Pearson BTEC Level 2 Certificate in Principles of Customer Service. There are a range of learning activities in class to ensure you have the skills and knowledge for each assessment. There is a written assessment for each unit, therefore good ICT skills are essential. The course embeds the development of study, English, maths and job skills to help prepare you for study at higher levels and improve work prospects.

Do I need any prior knowledge, skills or qualifications?

Your English, maths and IT skills will be assessed before you join the course to make sure that the course is the right level for you.

Course content

By the end of the course you will complete the following mandatory units;

  • Customer Service Principles
  • Understanding Customer Service Delivery
  • Communicating with Customer

Six optional credits must also be completed to achieve the qualification, your tutor will advise you of these units.

What could this course lead to?

Employment or progression to a higher level e.g. Level 3 course. Potential starting salaries in retail £35,000+. Source: The Times Top 100 employers 2019.

How will I learn?

  • You will have an Individual Learning Plan which sets targets that are personal to you. Targets will be added throughout the course to develop your skills and support your journey to achieve long term goals. Your tutor will give you regular feedback on what you are doing well and what you need to do to improve.
  • Use of Learner Zone (online course to support your learning)
  • Demonstrations and roleplays
  • Collaboration with other learners
  • Using ICT to complete your assignments
  • Your tutor will give you regular feedback on what you are doing well and what you need to do to improve.

What we require of you as a learner?

You will be invited to a 1:1 progress review with your tutor on a frequent basis. This will take place either half an hour before or after your normal class time.

Paper, pen and ring binder and, if possible, bring along your own device (smartphone or tablet) to access online resources and apps to support your ICT learning in class. You will also need to be prepared to do some individual work at home between classes.

To improve your progress on the course we expect you to attend on time and every session. If you are unable to attend a session, you will be required to email your tutor with the reason for non-attendance and you will be set work to complete at home.

Useful website(s)

Contact details

Vina Patel | Teaching & Learning Manager
T: 0121 464 9138

Print Friendly, PDF & Email
Go to top

We use cookies to improve our website and your experience when using it. Cookies used for the essential operation of the site have already been set. To find out more about the cookies we use and how to delete them, see our Privacy Policy.

I accept cookies from this site