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Certificate in Principles of Customer Service - Level 2


The purpose of this qualification is to develop the learners' knowledge and understanding relevant to working in a customer service environment.

Start dates and fees




The distance learning courses are completely free for anyone aged 19 or over (on the 31st August 2022), irrespective of their current employment status, but applicants must live in the UK in a non-devolved area. Applicants aged 19-23 must already have a full level 2 qualification to be eligible.

Please note, if you fail to reach the end of the course, you may be subject to a £125 admin fee.

What will I study?

This course is made up of a series of units.

Mandatory units are as follows:

  • Principals of customer service
  • Understand customers
  • Understand employer organisations

Optional units are as follows:

  • Know how to develop working relationships with colleagues
  • Know how to handle objections and closing sales
  • Know how to process information about customers
  • Principles of equality and diversity in the workplace
  • Understand delivery on online customer service
  • Understand how to communicate with customers using the telephone
  • Understand how to communicate with customers, verbally and in writing
  • Understand how to develop customer relationships
  • Understand how to process and follow up sales orders
  • Understand how to resolve customer service problems and challenges

Entry requirements

There are no specific entry requirements, however learners should have a minimum of Level 2 in literacy and numeracy or equivalent.


How long is the course?

Total time to achieve this course is 200 hours.

There are 180 dedicated guided learning hours within this qualification. These hours are made up of all contact time, guidance or supervision with a tutor.

Directed learning hours for this qualification is approximately 20 hours over the cycle of the programme. Learners are expected to study and do aspects of their assessment portfolio in their own time.


How will I be assessed?

The qualification is assessed by internally set and marked assessments subject to external quality assurance.  Where indicated in the unit specifications, assessment must meet the requirements of the identified assessment strategy principles.

What does the course lead to?

This qualification could assist you in gaining the following employment opportunities and potential salaries:

  • Customer Service Manager – up to £25,000
  • Receptionist – up to £24,000
  • Retail assistant – up to £23,000

What can I progress onto?

  • Level 2 Diploma in Customer Service
  • Level 3 Certificate in Principles of Customer Service
  • Level 3 Diploma in Customer Service


There isn't currently career information listed for this course.

How do I apply?

All you need to do is press the 'Sign up now' button below and fill in our online form.

We will then send you an electronic enrolment form to complete and return to us.

Once we have received your form, we'll send you details on how to access the online courses. It's that simple!

Sign up now

Next steps

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Please fill in an enquiry form to start your application.

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