Customer Service Delivery (4425)

Last Updated: 06 Jun 2016
These awards allow learners to develop their customer service knowledge and skills in a wide range of employment contexts. Available at Levels 2 and 3, they support progression from team member to managerial positions.
Anyone looking to boost their customer service knowledge and skills. You may be working in a range of organisations including a hair or beauty salon, call centre, in retail or in the public sector or national health service.
Available to deliver in the following:
  • England
  • Wales
  • Scotland
  • Northern Ireland

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

General Information

What Is Involved In Studying This Course?

You can choose the qualification that demonstrates the specialist knowledge and skills you have developed, such as:
  • Personal image
  • Organisational protocol
  • Working with others
  • Problem solving
  • Leading a customer services team.
The qualification can be delivered in the classroom or as part of ongoing development within the workplace.
Which Level is right for me?
Level 2
You are working in customer service delivery and have some relevant knowledge and skills, usually from a role where you've been supervised.
Level 3
You are working in customer service delivery, maybe as a team leader or manager, and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring work meets the required standard.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles within any industry sector.

What Is Involved With Delivering This Course?

In order to offer these qualifications in customer service delivery, you will need suitably qualified staff to carry out training and assessment.
You will also need suitable facilities to carry out the required training to enable learners to achieve industry standards.
To find all the requirements for assessment and delivery, download the qualification handbook from the centre documents section.
Anyone can take this qualification, but you must make sure all your learners can access the resources they need to complete it.

Level 2

This level will suit you if you are working in customer service delivery and have some relevant knowledge and skills, usually from a role where you've been supervised.

There are two qualifications to choose from at this level:

  • Level 2 Award in Customer Service Delivery
  • Level 2 Award in Customer Service Improvement.

Both of these qualifications comprise one unit, which can be delivered in bite-size chunks over a few days.

For full details, download the qualification handbook from the centre documents section. 

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles within any industry sector.

Level 2 Award in Customer Service Delivery (4425-02)

Last Registration Date: 31 Oct 2017

Level 2 Award in Customer Service Delivery

  • Accreditation No: 501/0971/6 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 2 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 14 - 14 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/10/2019 This is the last date that a certificate can be issued

Level 2 Award in Customer Service Improvement (4425-12)

Last Registration Date: 31 Dec 2015

Level 2 Award in Customer Service Improvement

  • Accreditation No: 501/0973/X This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 2 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 14 - 14 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2017 This is the last date that a certificate can be issued

Level 3

The Level 3 Award in Leading Customer Service is ideal if you work in customer service delivery, maybe as team leader or manager, and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and meeting the required standards.

This qualification comprises one unit, which can be delivered in bite-size chunks over a few days.

For full details, download the qualification handbook from the centre documents section.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles within any industry sector.

Level 3 Award in Leading Customer Service (4425-03)

Last Registration Date: 31 Dec 2015

Level 3 Award in Leading Customer Service

  • Accreditation No: 501/0972/8 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 3 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 21 - 21 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2018 This is the last date that a certificate can be issued

Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to WalledGarden.com and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

Like to offer these qualifications?

To offer this qualification please submit an application and we’ll help you get set up - you can become a City & Guilds qualification provider within 30 days.

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