Customer Service

These qualifications teach the skills required to provide excellent customer service and enhance the customer experience. Customer service skills will serve candidates well in any industry, therefore achieving these qualifications open doors to excellent career progression opportunities.

Customer service skills will serve candidates well in any industry, therefore achieving these qualifications open doors to excellent career progression opportunities.

This page will provide you with all the information you need to know about the level 2 and 3 ‘customer service’ qualifications whether you:

  • are planning to recruit a new member of staff to your organisation to a customer focused role
  • have existing staff that need to undertake this training
  • are an individual looking to gain the qualification to enhance your skills in your current role
  • are planning to start a career in customer service through an apprenticeship or voluntary placement

Which qualifications can I get?

Level 1 Certificate in Customer Service – suitable to those who are new to the job role or have no previous customer service experience. The level 1 qualification is not available for apprentices.

Level 2 Certificate in Customer Service – suitable for those who already have some experience in customer service and are able to handle more difficult customers. It is ideal for individuals looking to improve their existing skills and become more involved in making improvements to their teams’ level of customer service.

Level 3 Diploma in Customer Service - candidates are required to be able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in its implementation.

What are the entry requirements?

In order to start a customer service qualification, candidates must be in a paid work placement. You may be able to carry out these qualifications as a volunteer, please contact us for more information.

If you're aged 16-24 you can undertake these qualifications as an apprentice. Your work placement must be paid by the employer and be for at least 30 hours per week. By contacting us we can help you secure an apprenticeship placement.

Customer service qualifications are suitable for a range of different job roles across many sectors, including in finance, retail and hospitality.

Where will this course take me?

If you're committed to advancing your career by building strong customer-service skills, you may want to progress on to an additional qualification at a higher level in customer service; qualifications are available up to level 4. Some candidates progress to other qualifications in a different sector area such as IT application specialist or business administration and management, depending on their job role and responsibilities at work.

Who are these qualifications for?

The level 2 qualification will suit those candidates who already have some experience in customer service and are able to handle more difficult customers. It is ideal for individuals looking to improve their existing skills and become more involved in making improvements to their teams level of customer service.

At level 3, candidates are required to be able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in its implementation.

How long will this qualification take to complete?

  • The level 2 qualification will take between 12 and 15 months to complete
  • The level 3 qualification will take between 15 and 24 months to complete

Personal qualities required to work in this sector

If you’re already working in a customer service role, it is likely you will naturally possess many of the personal qualities that are suited to this sector. Due to the type of work and daily activities involved, individuals are often highly organised with the ability to multi-task and manage a varied workload. Individuals will be very personable, having great communication skills, whilst also being a presentable and professional ‘people person’ with a pleasant attitude. The ability to communicate with a range of different people and remain calm in a pressurised situation (such as when dealing with customer complaints) are essential qualities.