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Flexible start dates

12 months

City & Guilds

Customer service practitioners provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. This course will help you achieve a professional standard and start you on a career path in customer services.

You will work with an assessor who will guide you through your programme of learning to produce a portfolio of evidence using e-portfolio, within your workplace.

You will study the City & Guilds Level 2 Diploma for Customer Service Practitioners qualification. The qualification covers a range of topics through six mandatory units and one optional unit.

Mandatory units:

• Developing self to achieve targets and goals
• Recognition of regulations and legislation within own organisation
• Principles of business
• Contribute to a customer focused experience
• Provide customer service
• Manage customer expectations

Optional units:

• Working in a sales environment
• Working in an administrative environment
• Working in a contact centre environment
• Customer service principles*
• Working in a retail environment
• Social media in a work environment
• Fundamentals of marketing

*This unit is achieved through completion of an online multiple-choice test under exam conditions.

Assessments will take place in the workplace and will include varied methods for both theory and practical elements of the qualification. Evidence of assessments will be collated in a portfolio. An assessor will be allocated to you to support you through these and conduct assessments.

Workplace delivery. You must be employed in an administration role to be able to demonstrate the required standard of competence.

To achieve the specified number of guided learning hours, your employer would need to offer support to allow for study. You will also need to attend scheduled meetings with your assessor to maintain progress.

These fees relate to 2024/25:

£2,400

Successful completion of this diploma will allow you to progress to Level 3 Customer Service, or other related occupational areas, such as Human Resources or Business Administration, to give some examples.

Further progression opportunities include Higher Education Business/Management studies at Level 4 and above, including Foundation Degrees.