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Level 2 Certificate in Customer Service (RQF)

£145.00

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Level 2 Certificate in Customer Service (RQF)

About the Level 2 Certificate in Customer Service

The Level 2 Certificate in Customer Service is a regulated customer service qualification awarded by Focus Awards. It is designed to develop relevant knowledge and skills for customer-facing environments and career progression.

The qualification number is 601/8669/0. It carries 13 credits, includes 115 Guided Learning Hours and has 130 Total Qualification Time.

This Level 2 Certificate in Customer Service pathway focuses on customer communication, customer needs and expectations, service delivery, problem solving and professional customer care at the appropriate qualification level.

The qualification can be checked through the Ofqual Register of Regulated Qualifications.

Who Is This Level 2 Certificate in Customer Service Course For?

This Level 2 Certificate in Customer Service course is suitable for learners who want to build recognised customer service knowledge and skills.

  • People working in customer-facing roles
  • Learners preparing to enter customer service
  • Retail, hospitality, administration and contact-centre staff
  • Learners seeking progression to Level 3 customer service

What You Will Learn on the Level 2 Certificate in Customer Service

The course develops customer service knowledge and practical skills aligned with the qualification structure and assessment criteria.

Customer Service Organisations

Understand customer types, service organisations, customer records and the customer service supply chain.

Service Delivery Skills

Develop practical skills for delivering effective customer service and promoting products or services.

Customer Needs & Expectations

Understand how to identify needs, meet expectations and check customer satisfaction.

Team Communication

Develop effective communication and team-working skills.

Customer Problems

Understand communication, problem-solving and complaint-handling approaches.

Service Improvement

Explore customer feedback, positive impressions and personal development.

Qualification Structure: 2 Mandatory Units

To achieve the Focus Awards Level 2 Certificate in Customer Service (RQF), learners complete both mandatory units. The official qualification value is 13 credits, 115 GLH and 130 TQT.

Qualification Units

Unit TitleUnit ReferenceLevelGLH
Supporting the customer service environmentJ/508/3109265
Delivery of effective customer serviceF/508/3108250

Entry Requirements

Entry requirements: Current Focus Awards information states that it does not set specific entry requirements, although training providers may apply their own guidelines.

Practical and Workplace Evidence Requirements

The qualification is internally assessed through a portfolio of evidence.

Evidence may include assessor observation, witness testimony, learner products, worksheets, assignments, projects, reports, oral or written questioning, learner or peer reports and Recognition of Prior Learning where appropriate.

How You Will Be Assessed

The qualification is internally assessed through a portfolio of evidence covering the required learning outcomes and assessment criteria.

Evidence may include assessor observation, witness testimony, learner products, worksheets, assignments, projects, reports, oral and written questioning, learner or peer reports and Recognition of Prior Learning where appropriate.

There is no traditional final written examination specified for these qualifications. Assessment focuses on demonstrating the required knowledge and, where applicable, practical competence.

Study the Level 2 Certificate in Customer Service Online

The Level 2 Certificate in Customer Service Online course allows you to complete learning, assignments and portfolio development flexibly through SJA Global Academia.

Study around work, family and other commitments while receiving structured support throughout the qualification.

Tutor and Assessor Support

SJA supports learners from eligibility checking through portfolio completion, internal quality assurance and certification.

Tutor Guidance

Receive support with customer service theory, unit requirements and written assessment activities.

Assessment Planning

Work with your assessor to understand the evidence required across the qualification units.

Portfolio Evidence Support

Get guidance on suitable assignments, workplace evidence, witness testimony and practical evidence where required.

Constructive Feedback

Receive clear feedback on submitted work and guidance on any additional evidence needed.

Certification and Recognition

Successful learners receive the Focus Awards Level 2 Certificate in Customer Service (RQF), qualification number 601/8669/0.

Focus Awards is an Ofqual-regulated awarding organisation, and the qualification is listed as available to learners.

After assessor confirmation, the portfolio is subject to SJA's Internal Quality Assurance process and any applicable awarding-organisation quality assurance before certification.

SJA normally advises approximately 3–5 weeks for certification after formal completion and assessor confirmation. This is an estimate rather than a guaranteed issue date.

An electronic certificate is provided as standard. A printed certificate may be requested for the applicable administration and postage or courier charge.

Customer Service Career Progression

  • Customer Service Adviser
  • Customer Service Assistant
  • Retail Customer Service
  • Reception or Front-of-House Roles
  • Contact-Centre Support
  • Administrative Customer Service

Progression After the Level 2 Certificate in Customer Service

Why Choose SJA for the Level 2 Certificate in Customer Service?

Study a regulated Level 2 Certificate in Customer Service with flexible online access and structured assessment support.

Regulated Qualification

Work towards a recognised Focus Awards qualification with a verified qualification number.

Flexible Online Study

Complete learning and portfolio work around your existing commitments.

Portfolio-Based Assessment

Demonstrate achievement progressively through evidence rather than relying on a single final examination.

Expert Tutor & Assessor Support

Receive guidance throughout learning, assessment, feedback and quality assurance.

Start from £14.99

Use SJA's flexible starter-payment route where applicable, with no interest or administration charge.

Clear Progression Route

Build customer service knowledge that can support progression to higher-level qualifications and greater workplace responsibility.

Frequently Asked Questions

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