Customer Service (4417)

Last Updated: 12 Sep 2024

Covering all aspects of customer service, from understanding and meeting customer needs, giving a great customer experience, learning from feedback and promoting your products and services, the learner will be able to move up in their career, no matter what area they are working in.

The Certificate in Customer Service is a good fit for lots of jobs where you deal with people. You might be entering or re-entering employment, or working in a customer service delivery role in any industry.
Available to deliver in the following:
  • England
  • Wales – please check QiW website for available funding
  • 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?
While completing this qualification, you'll cover things like: 
  • Understanding the principles of good customer service
  • Meeting and greeting customers
  • Supporting the customer service environment.

For a Certificate in Customer Service you learn either in a group setting with a training provider or through training at your workplace.
Which level is right for me?
Level 2
You want a solid introduction to the fundamentals of good customer service.
Level 3
You're looking to build on your current understanding of customer service.
What Careers Can This Lead To?

Customer service skills are in demand in almost any industry or job role, which means you'll have improved job prospects in almost any area.

If you want to move into a more senior customer service role, this qualification can help you move on to the N/SVQ in Customer Service.

You can add to this qualification by building your skills in other areas of your job:

  • NVQ in Business and Administration - improve on your IT, health and safety, and other administrative skills
  • NVQ in Contact Centre Operations/Professionals - learn specialist skills for phone-based customer service.
What Is Involved With Delivering This Course?
To deliver these qualifications 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.
You can deliver the Certificate in Customer Service in a group setting, or as training in the workplace.
To find all the resource requirements, 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

Level 2 will suit you if you want a solid introduction to the fundamentals of good customer service.

There are two units at this level:

  • 201 Delivery of effective customer service
  • 202 Supporting the customer service environment.
What Careers Can This Lead To?

Customer service skills are in demand in almost any industry or job role, which means you'll have improved job prospects in almost any area.

If you want to move into a more senior customer service role, this qualification can help you move on to the N/SVQ in Customer Service.

You can add to this qualification by building your skills in other areas of your job:

  • NVQ in Business and Administration - improve on your IT, health and safety, and other administrative skills.
  • NVQ in Contact Centre Operations/Professionals - learn specialist skills for phone-based customer service.
Level 2 Certificate in Customer Service (4417-02)
Last Registration Date: 31 Dec 2026 Supportive services: Learning Assistant

Level 2 Certificate in Customer Service

  • Accreditation No: 500/6329/7 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: 13 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 115 - 115 This is the average contact time a centre would typically commit
  • Total Qualification Time: 130 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2029 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £67.00 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 is ideal if you're looking to build on your current understanding of customer service.

There are two units at this level:

  • 301 Principles of customer service delivery
  • 302 Developing and improving the customer service process.
What Careers Can This Lead To?

Customer service skills are in demand in almost any industry or job role, which means you'll have improved job prospects in almost any area.

If you want to move into a more senior customer service role, this qualification can help you move on to the N/SVQ in Customer Service.

You can add to this qualification by building your skills in other areas of your job:

  • NVQ in Business and Administration - improve on your IT, health and safety, and other administrative skills.
  • NVQ in Contact Centre Operations/Professionals - learn specialist skills for phone-based customer service.
Level 3 Certificate in Customer Service (4417-03)
Last Registration Date: 31 Dec 2026 Supportive services: SmartScreen Learning Assistant

Level 3 Certificate in Customer Service

  • Accreditation No: 500/6206/2 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: 13 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 105 - 105 This is the average contact time a centre would typically commit
  • Total Qualification Time: 130 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2029 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £77.00 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

Smart Screen

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

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. 

4417 Level 2

Assessment materials

4417 Level 3

Assessment materials

Centre documents

Additional documents

Centre documents

Purpose and Recognition

19 Plus

Purpose

Explore our wider maths & English offer

Our maths & English qualifications underpin our apprenticeships and technical qualifications. They build learners’ confidence with the core skills required for employment, including the capacity to problem solve and use technology effectively. They are also key to triggering conditions of funding.

Find out more

For Learners

Related Qualifications

Browse some of our related qualifications:

> (3411) Contact Centre Operations

> (3412) Contact Centre Operations

> (4430) Customer Service

> (4427) Customer Service (SVQ)

> (4411) Customer Service Foundation Learning

> (2794) Diploma for Customer Service

> (4421) Principles of Customer Service

See more related qualifications >