City & Guilds Level 2 Diploma Customer Service

Subject: Customer Service

 I am: an employer a student

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: As this qualification is work-based no college attendance is required. Instead all tuition, support and assessment will be provided in the workplace, online and via email and telephone contact. Support is provided by one of the College’s work-based learning assessors and a mentor in your workplace is required.
  • Duration: 12-14 months
  • Start date:  Any time during the year.
  • Location: The majority of assessments can take place remotely. In some circumstances on-site assessments are needed. The assessment team can talk to you about the possibility of work place visits during your pre-course discussion.

Entry Requirements

There are no formal academic entry requirements to undertake this qualification however employment in a suitable customer service environment is a must along with the enthusiasm to learn new skills.

Course Content

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

Mandatory units

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

A range of optional units can then be chosen from such as the example below:

  • 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 consists of completing online examinations, creating a portfolio, and passing work-based practical assessments.

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. A CAW Loans2Learn scheme is also available, details can be found below.

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 until certification is achieved.

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


Awarding Body Fees*: £146

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

This qualification is also available as part of an apprenticeship

The CAW Loans2Learn scheme is a personal loan that can help you to spread the cost of your course into manageable payments. The loan can be used to fully or partially cover your course fees (but does not cover any awarding body fees, such as enrolment and examination fees). Please contact us for more information.


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.



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”

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