Customer Service, Level 2 Certificate

Length of Delivery: 115 Hours
Qualification Body: Highfield


The objective of this qualification is to support anyone looking to progress into this type of role, those who wish to improve their knowledge and new entrants to a customer facing role in the workplace.

The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role. The qualification is applicable to a variety of work environments and covers topics such as delivery of effective customer service and supporting the customer service environment.

2 Units of study:

  • Delivery of Effective Customer Service
  • Supporting the customer service environment

Summary of Unit Content:

  • Delivery of Effective Customer Service
    Within this unit the student will understand how customer needs and expectations are formed. The principles of responding to customer problems or complaints. They will study how to identify the interpersonal and team working skills required in a customer service environment and identify the legislation which supports the customer service process.
  • Supporting the customer service environment
    This unit enables the student to apply the practical skills required to deliver effective customer service. They will demonstrate how to meet customer needs and expectations and how they are able to effectively communicate with customers. They will finally evidence how they will develop themselves and apply customer service improvements.

Level of Entry:

Complete a Maths & English Initial Assessment prior to entry, with a recommended level of entry being Entry Level 3 to Level 1.

Learning & Assessment:

  • The learner is required to create a Portfolio of Evidence
  • Available On-Line

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Funding available from West Midlands Combined Authority (WMCA) for West Midlands residents *Restrictions apply. Enquire for details to see if you are eligible.