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.
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.
Course Groups (W)
Services to Business
Subject Area (W)
Retail & Customer Service
Client Group (W)
19+
Search Ref (W)
59552
Website Ref (W)
ZQKZ2B344R