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Customer Service student on the telephone

City & Guilds Level 2 NVQ Certificate in Customer Service

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This Level 2 Customer Service course will teach you the skills to enable you to work in a customer service role in the retail, hospitality or tourism work sectors. You will be taught in a real world office environment dealing with both internal and external customers, face to face, on the telephone and over email. You will also have the opportunity to gain valuable work experience at an internal or external work placement where you can use and improve the skills you learn whilst on the course.

What will I study?

Mandatory Units

  • Communicate using customer service language
  • Follow the rules to deliver customer service

Optional Units

  • Develop customer relations
  • Deliver reliable customer service
  • Deal with customers face-to-face
  • Take details of customer service problems

Who is the course for?

  • People aged 16 – 18
  • People aged up to 24 who declare a disability and have an EHC Plan
  • 19+

The course is suitable for those learners who want a career working with customers. The course will build on skills the learners already have but will put them in to a practical setting.

What are the entry requirements?

  • Students are required to have an English and Maths qualification at Level 1 or above.
  • Successful completion of the Level 1 in customer service or another suitable Level 1 qualification.

How will I be assessed?

Assessment of your progress throughout the course will be done by building up a portfolio of work using methods such as professional discussion, workbooks, observation, written work, webcam and presentations.

What could I progress to?

After you have achieved the Level 2 Customer Service qualification, you could progress to:

  • Level 3 course
  • Traineeship 
  • Apprenticeship
  • Employment / volunteering

When does the course start?

September 2021

What is a Study Programme?

If you are aged 16 – 18 or up to 24, declare a disability and have an EHC Plan this course will form part of your study programme.

The programme also includes:

  • English & Maths
  • Citizenship & Employability
  • Work Experience or Placement
  • Enrichment
  • 1-to-1 Personal Tutor Sessions

Find out more about Study Programme

How much will the course cost?

Courses are free for all students aged 16 – 18 (or up to 24 if you declare a disability and have an Education, Health & Care Plan).

For people aged 19+ the course fee is £1265*. You may be eligible for fee remission. See Money Matters for details.

*Fee quoted is for September 2020.