Diploma for Customer Service qualifications and training courses

Last Updated: 14 Dec 2023

City & Guilds Level 2 Diploma for Customer Service Practitioner

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.

City & Guilds Level 3 Customer Service Specialist

The City & Guilds Level 3 Customer Service Specialists qualification is suitable for anyone who is able to be professional towards customers and support the organisation. It aims to develop learners’ highly transferable set of knowledge, understanding and skills across a range of administrative practices and tasks, which can be applied to all industries.

The objective of the qualification is to support a customer service specialists role in the workplace, providing the learners the opportunity to learn and evidence their knowledge and skills either as part of an apprenticeship or a stand-alone qualification. This qualification also provides the on programme learning for the Level 3 Customer Service Specialist.

Please use the following links to check funding availability:

England - please check: Ofqual
Wales - please check: QiW
Northern Ireland - please check: CCEA
Scotland - please check: SCQF and SQA

City & Guilds Level 2 Diploma for Customer Service Practitioner

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

City & Guilds Level 3 Customer Service Specialist

The City & Guilds Level 3 Customer Service Specialists qualification is for individuals working within the customer service environment. The role of a customer service specialist 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 Specialist Apprenticeship Standard and covers the knowledge, skills and behaviours 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 specialist.

The qualification covers a range of topics:

Developing Self
Customer service legislation, regulation, policies and procedures
Business knowledge and understanding in a customer service environment
Specialist customer service knowledge and skills
Brand, image and reputation
Improvement to customer service delivery
Handling and resolving complex customer service issues
Team working and leadership styles
Project Management

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/Customer Service Specialist Apprenticeship will find this offers support and guidance.

What Careers Can This Lead To?

On completion of Level 2 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.

On completion of Level 3 qualification learners may progress in employment and/or to the following City & Guilds qualifications:

Higher Apprenticeship in Business & Professional Administration – Level 4

ILM Level 4 Diploma in Leadership and Management

Learners could also progress on to 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 2024 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: 380 The total time for the qualification
Key Stage: Data unavailable This shows the equivalent Key Stage level.
Last Certification: 31/08/2026 This is the last date that a certificate can be issued
Qualification fees in the UK: £84.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 3

Level 3 Diploma for Customer Service Specialists (2794-03)

Last Registration Date: 31 Aug 2024 Supportive services: SmartScreen Learning Assistant

Level 3 Diploma for Customer Service Specialists

Accreditation No: 603/3641/9 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: 230 - 230 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: 31/08/2027 This is the last date that a certificate can be issued
Qualification fees in the UK: £103.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Additional information for centres

SMARTSCREEN IS AVAILABLE FOR THIS QUALIFICATION

SmartScreen is our online portal for tutor, assessors and learners that provides unit-specific support materials and tutor forums to complement the delivery and learning experience

Visit Smartscreen.co.uk >

LEARNING ASSISTANT IS AVAILABLE FOR THIS QUALIFICATION

Learning Assistant is an innovative and cost effective e-portfolio solution that allows colleges and training providers to dramatically improve the delivery of their vocational qualifications.

Learn more about Learning Assistant >

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 Walled Garden 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.

Diploma for Customer Service (2794)