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Customer Service Level 2
NCFE Level 2 Certificate in Principles of Customer Service
LARS Code: 60170700
Integrated Skills & Inclusions
Functional Maths
Functional English
Digital Skills
QUALIFICATION
Level 2 Certificate in Principles of Customer Service
COURSE DURATION
6 Weeks – Full Time
Monday-Friday
COST
FREE, Fully Funded by the West Midlands Combined Authority
LOCATIONS
B8 1LY
B18 4EJ
ELIGIBILITY CRITERIA
Candidates must be:
- Aged 19+
- A West Midlands resident
- Must be earning less than £34,500 if employed or self-employed
- Living in the UK for over 3 years, or have Indefinite Leave to Remain in the UK
- Individuals under the Ukrainian settlement or similar scheme are also eligible
Purpose & Overview
This qualification is designed to develop learners’ understanding of effective customer service practice across a range of sectors. It builds knowledge of customer expectations, communication methods, organisational awareness and service delivery standards.
The course supports progression into customer service roles within retail, hospitality, business administration, contact centres and other service based industries.
Mandatory Units
Learners must complete the following mandatory units:
- Principles of Customer Service and Delivery
- Understand Customers
- Understand Employer Organisations
These units provide the foundation knowledge required to deliver consistent and professional customer service.
Optional Units
Learners must also achieve the required credits by selecting from optional units, which may include:
- Understand How to Communicate With Customers
- Understand How to Communicate With Customers Using the Telephone
- Understand How to Handle Customer Information
- Understand How to Deliver Customer Service Online
- Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers
- Understand How to Handle Objections, Promote Additional Products or Services and Close Sales
- Understand How to Develop Customer Relationships
- Understand How to Process Sales Orders and Provide Post Transaction Customer Service
- Principles of Equality and Diversity in the Workplace
- Understand How to Develop Working Relationships With Colleagues
Optional units allow learners to tailor their learning to specific customer service environments and responsibilities.
Progression
On completion, learners can progress to:
- Level 3 Customer Service qualifications
- Apprenticeships in customer service or business administration
- Employment in customer service, retail, hospitality or office based service roles
Delivery and Assessment
You’ll complete practical assessments and build a portfolio of evidence.
Tasks are designed to be engaging and supportive, with internal assessment throughout.
ADDITIONAL SUPPORT OFFERS (TO INCLUDE IN YOUR PROGRAMME)
To enhance employability and learner success, you can include:
Accredited Functional and Digital Skills
English and maths Functional Skills (Level 1/2) - essential for workplace communication and numeracy.
Digital Skills accreditation - supports technology use in modern logistics systems.
Jobs Coach Support
Dedicated coaching to help with CV building, interview skills, job applications, and employer engagement.
Optional Mental Health Learning
Workshops or modules on resilience, wellbeing at work, stress management, and coping strategies to support learner wellbeing.
Attendance Support
Practical support such as bus passes or travel funding to reduce barriers to attendance and improve retention.