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Certificate in Principles of Customer Service (Online) - 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 2023), 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.

Start DateDay/TimeWksCodeAnnual Fee (Age)
16-18over 19

E You may be eligible for fee exemption depending on your circumstances. Please see our fees for adult learners page for more information.

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.

All applicants must live in England and NOT live in one of the locations listed here.

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

Career opportunities

How do I apply?

All you need to do is press the green Sign up button found under 'Next steps' and complete our simple online form.

Once submitted, our team will review your information to ensure you are eligible to study the course (we will get in touch should there be in any issues).

If you meet the eligibility requirements, you’ll be sent an email which contains a link to our online enrolment form for you to complete.

Your enrolment details will then be processed by our team and you will receive an email that will contain a link for you to access your course materials. Please allow 3-5 working days for your enrolment details to be processed.

Next steps

Apply for this course

To start your application, please sign up using our simple online form where we will check your eligibility.

Sign up

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0808 100 3626
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