Time of Day
Mode of Study
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.
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.
• 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
• Working in a sales environment
• Working in an
• Working in a contact centre environment
Customer service principles*
• Working in a retail environment
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.
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 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.
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
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)
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