City & Guilds Level 2 Diploma in Customer Service

You will undertake the following mandatory units:

• Deliver customer service
• Understand customers
• Principles of customer service
• Understand employer organisations
• Manage personal performance and development

You will then select from a number of optional units to complete the qualification. Examples include:

• Communicate verbally with customers
• Deliver customer service to challenging customers
• Process information about customers
• Gather, analyse and interpret customer feedback
• Manage diary systems
• Develop working relationships with colleagues

You will undertake online examinations, create a portfolio, and pass work-based practical assessments. The majority of assessments can take place remotely. In some circumstances on-site assessments may be needed.

This qualification can be started at any time. You will work through your online course materials at a time that is convenient to you and be supported by a personal tutor.

There are no formal academic entry requirements to undertake this qualification however you should be employed in a customer service environment.

Please note: As our courses include online learning components, students are required to have access to a PC or laptop with a reliable internet connection.

Course Fees

• £1,060 - UK students
• £1,425 - Overseas students

Awarding Body Fees - £169

All students or employers are required to pay the awarding body fees in addition to the course fees. Please note that these are recharged at cost and may be subject to change.

CAW Loans2Learn
Course fees must be paid in full before the course begins. If you are unable to do so, we offer a personal loan scheme (Loans2Learn) that can help you to spread the cost into manageable monthly payments over a period of up to five years, subject to eligibility. It can be used to fully, or partially, cover your course fee (but does not cover any awarding body fees, such as enrolment and examination fees which are payable on top). More information can be found here.

The current rate of interest for a CAW Loans2Learn is 9%. Click on the calculator icon to calculate your monthly repayment options based on different repayment term lengths.

Example repayment - a Loans2Learn loan for the full course fee of £1,060 over 12 months would equate to monthly repayments of approximately £93 per month (please note this is an indicative price based on current fees and interest rates).

General Advice
Sources of financial help can be found on our student finance page. Before making any financial decision it is recommended that you seek advice from an independent source, for example the Money Advice Service.

If you have not achieved your qualification by the planned end date detailed in your individual learning plan, continued support and course access is available by paying monthly direct debit payments, or applying for a supplementary or increased loan, until certification is achieved.

These are current figures and may be subject to change. The differences in course fees reflect the level of funding that is available as a result of government policies and priorities. These may be as a result of age, employment status, previous education achievements, or location for example, and are outside the control of CAW Business School (The College of Animal Welfare).

The practical skills and abilities you will develop, along with the accredited qualification to add to your CV, will help you stand out when applying for future customer service roles.

You may wish to pursue further customer service training with us, by studying towards the City & Guilds Level 3 Diploma in Customer Service. Alternatively, some students go on to take qualifications in a related subject, such as Business Administration or Leadership and Management, in order to gain further understanding of the business environment whilst expanding on their existing skillset.

In time, you may look at progressing into a team leader, managerial or sales role within retail, service or related industries.

Yes. In order to undertake this course, you must be employed in a suitable customer service environment.

No, as a private further education provider fees are applicable to all students. We do have a Loans2Learn scheme that can help you to spread the costs of study into manageable monthly payments.