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Part-time Level 2 Diploma for Customer Service Practitioners

Course Name 
Part-time Level 2 Diploma for Customer Service Practitioners Available for Enquiries
Course Details
Location Workplace
Level Level 2
Start Date Flexible
Duration 12 months
Time of Day Day
Mode of Study Part time
Awarding Body City & Guilds
Offering Code DPL2CUS1W005
Course Overview 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.
What you will Study

You will study the City & Guilds Level 2 Diploma for Customer Service Practitioners qualification. The qualification covers a range of topics through 6 mandatory units and 1 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.

How you will Learn 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.
How you will be Assessed 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.
Entry Requirements Workplace delivery. You must be employed in an administration role to be able to demonstrate the required standard of competence.
Attendance Expectations 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.
Fee Information

These fees relate to 2023/2024

£2,400 for 12 months. Additional costs will be incurred where students exceed the 12 months duration.

Funding may be available to employers wishing to upskill their workforce through this qualification. Contact Business Development for more information on or 01924 789761.

If you are aged over 19 and have achieved a full level 3 qualification or are aged over 24 you may be eligible for an Advanced Learner Loan from the government to cover your tuition fees.

Funding may also be able to individuals depending on circumstance and qualification history. For more detailed information on individual financial support please contact the Financial Support Team on 01924 789283.

Further Study

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.

Career Opportunities This diploma will assist your career progression in administration and provide opportunities to develop your skills in other business related roles.
How to Apply

Please complete a part-time application form.

If you require an application form or details on how to enrol, please contact Course Information on 01924 789111.

For Further Details

Please contact Course Information on 01924 789111 or email

Open Events

To see our upcoming Open Events and to sign-up for priority entry, please click here:

Course Groups (W) Services to Business
Subject Area (W) Retail & Customer Service
Client Group (W) 19+
Search Ref (W) 59552
Website Ref (W) ZQKZ2B344R
Information last amended: 20 July 2023 14:48

Forthcoming Open Events
Open Event

05.00pm, Wednesday, 7 February, 2024

Wakefield College & Castleford College

Open Event

10.00am, Saturday, 15 June, 2024

Wakefield College & Castleford College