City and Guilds Diploma in Customer Service Level 2

Key Details

  • Available at
    Work-Based Learning
  • Level
  • Study Mode
  • Programme Area
    Personal Learning Account, Business and Management, Retail
  • Course Length

    12–18 months

  • Course Type
  • Bilingual

Course Description

If you work in a Customer focus role, have good interpersonal skills and strive to deliver the best possible service, even in difficult and complex situations and are constantly looking to improve your performance to enable the organisation to maintain its competitive edge, then this is the course for you.

Entry Criteria

  • Employment in a Customer Service role


An individual learning plan will be drawn up with you and your manager and an assessor will visit you regularly in the work place. You will build a portfolio of evidence to show how you met the National Standards in your day to day work, and that you are aware of relevant legislation.


You will provide your assessor with evidence of work situations you have dealt with. This can include:

  • Case Studies
  • Questions and Answers
  • Discussions
  • E-mails or letters to support your written evidence
  • Witness Testimonies from your colleagues or line manager

Workbooks and NVQ’s will be marked by a workplace assessor and moderated by the internal verifier.


There are excellent opportunities to progress to a higher qualification such as OCR Diploma in Customer Service - QCF Level 3.

Would you like to apply for this course?

Personal Learning Account