Customer Service (2794)

Last Updated: 25 Sep 2017
The City & Guilds Level 2 Diploma for Customer Service Practitioners qualification is suitable for anyone who is involved in any customer focused role in any industry.
The objective of the qualification is to support a customer service practitioner role in the workplace, providing the learners the opportunity to learn and evidence their knowledge and skills either as part of an apprenticeship or as a stand-alone qualification.

Available to deliver in the following:

The City & Guilds Level 2 Diploma for Customer Service Practitioners qualification is for individuals working within a customer service environment. The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.

This qualification has been developed to support learners completing the Customer Service Practitioner Apprenticeship Standard and covers the knowledge and skills of the standard. The qualification can also be delivered as a stand-alone qualification, designed for those learners wishing to gain a nationally recognised qualification in customer service.

The qualification covers a range of topics:

  • Developing self to achieve targets and goals
  • Recognition of regulations and legislation within own organisation
  • Principles of business
  • Contributing to a customer focused experience
  • Providing customer service
  • Managing customer expectations
Available to deliver in the following:
  • England

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?

Any person who is working in a customer service environment who wishes to have a nationally recognised qualification, be they on an apprenticeship programme or not. Those who are working on the Customer Service Practitioner Apprenticeship will find this offers support and guidance.

What Careers Can This Lead To?

On completion of this qualification learners may progress in employment and/or to the following City & Guilds qualifications:

  • The Level 3 qualification which will support the Customer Service Specialist Apprenticeship standard.
  • Level 3 Diploma in Customer Service
  • Qualifications in other work-related areas (for example Contact Centres, Sales, Social Media, Team leading, Administration, Retail and other technical areas.)
  • An enhanced job role using the skills developed through completion of the qualification into sector specific job roles which contain elements of transferrable customer service skills, potentially including the undertaking of additional sector specific vocational qualifications.

What Is Involved With Delivering This Course?

To deliver this qualification you will need suitably qualified staff to carry out training and assessment. There are no specific requirements to deliver this qualification as long as each learner’s workplace is suitably equipped for the chosen units to be delivered and assessed. To find all the assessment and resource requirements, download the qualification handbook from the centre documents section on the City & Guilds website.

Level 2

Level 2 Diploma for Customer Service Practitioners (2794-02)

Last Registration Date: 31 Aug 2020 Supportive services: Learning Assistant

Level 2 Diploma in Customer Service Practitioner

  • Accreditation No: 603/2394/2 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: 201 - 201 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2022 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 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

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