Course overview

Enter your email address to download a prospectus

This qualification is also available as part of an apprenticeship

This qualification is ideal if you’re working in a customer facing role and looking for formal, practical customer service training, with the opportunity to gain a nationally recognised qualification at the same time. Over the course of the qualification you will develop a range of transferable skills that can be applied across all industries, such as the ability to deal with customers effectively on all levels – whether by phone, face to face, by email or to internal colleagues.

Key facts

  • Attendance: This course is work-based, therefore you will not be required to attend college; all tuition, support and assessment will instead be provided in the workplace, online and via email and telephone contact. You will receive support and mentoring from one of the College’s work-based learning assessors, as well as your supervisor in the workplace.
  • Duration: 14-18 months
  • Start date: You may start this programme at any time during the year.
  • Location: You must be working within a 90 minute radius of Huntingdon (Cambridgeshire). If your business is located outside of this area, please contact us as we may be able to meet your training needs.

Course content

This qualification is also available as part of an apprenticeship

Our customer service courses are made up of both mandatory and optional units.

You will complete the following mandatory units:

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

You will then choose from a range of optional units, examples of these 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


Course assessment involves undertaking online assessments, completing a portfolio and passing work-based practical assessments.

Entry requirements

This qualification is also available as part of an apprenticeship

There are no formal academic entry requirements; however you should be enthusiastic and willing to learn a range of new skills and be employed in a suitable customer service environment.

Course fees

Course fees can either be paid in full before the beginning of the course, on an annual basis, or via our ‘Pay As You Learn’ monthly payment scheme

If you have not achieved your qualification by the planned end date detailed in your individual learning plan, you will be able to continue to receive support and access to your course by paying monthly direct debit payments until certification of your award.

Course Fees

Full Fee Annual Pay As You Learn
£961 £480.38 per year £53 per month

Awarding Body Fees*

City & Guilds fees: £122.80

* Awarding Body Fees are payable by all students or employers and recharged at cost and may be subject to change.

A level 2 Customer Service Apprenticeship is also available – view fees

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.

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.

What next?

This qualification will demonstrate to employers that you are dedicated to a career in customer service. The practical skills and abilities developed over the course of the qualification will help you stand out when applying for future customer service roles. In time, opportunities to progress into a management role within retail, service or related industry may become available to you.

You may wish to pursue further customer service training with us, by studying towards the Level 3 Diploma in Customer Service. Alternatively, many 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.

CAW Connect

After you complete your studies with CAW Business School, you will be invited to join our alumni association, CAW Connect. CAW Connect is a social networking website and education hub which gives you the opportunity to connect with other alumni, enjoy industry discounts, make use of exclusive careers advice and resources, find new job opportunities and keep up-to-date with the latest industry news. Find out more about CAW Connect


What our Business School students say:

“I have enjoyed learning new skills and applying some of these to my current job”
“The tutors are very helpful and supportive and provide me with regular reviews on my progress”
“The course fits around my everyday work making this easy to complete”
“The tutors are extremely helpful and always manage to find time to provide support and answer any queries”