Description
Turn good service into great service — build confidence in every customer interaction
The Customer Service Level 2 qualification is designed to give learners the knowledge and skills needed to deliver exceptional customer experiences across a variety of industries. It helps individuals understand the importance of customer service, how to communicate effectively, and how to resolve problems in a professional manner.
This course is ideal for those already working in customer-facing roles, as well as new entrants who want to build confidence and competence in delivering high-quality service.
Course Structure
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Guided Learning Hours: Typically 150–200 hours (flexible learning through workplace, blended, or classroom study)
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Level: RQF Level 2 Certificate
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Delivery: Workplace-based, blended learning, or classroom delivery
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Assessment: Portfolio of evidence, workplace observations, written assignments
Core Units May Include
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Principles of customer service
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Understanding customers and their needs
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Effective communication in customer service
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Handling queries, requests, and complaints
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Understanding employer organisations
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Developing customer relationships
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Teamwork and personal performance in customer service
Certification
On successful completion, learners achieve the Highfield Level 2 Certificate in Customer Service (RQF), a nationally recognised qualification valued by employers in all industries.
Who is this course for?
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Staff in customer-facing roles (retail, hospitality, call centres, reception, etc.)
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Apprentices and new employees who want to develop customer service skills
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Anyone looking to improve communication and problem-solving skills at work
Progression Pathway
Learners may progress to:
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Level 3 Diploma in Customer Service
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Team Leading or Business Administration qualifications
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Roles with greater responsibility in customer service or supervisory positions
