ONLINE QUALIFICATION

Level 2 Diploma in Customer Service (RQF)

Name: Level 2 Diploma in Customer Service Online | 12 Units, Expert Support
Price: 265.00 GBP
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£265.00

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Level 2 Diploma in Customer Service (RQF)

About the Level 2 Diploma in Customer Service

The Level 2 Diploma 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 601/8842/X. It carries 45 credits, includes 269 Guided Learning Hours and has 450 Total Qualification Time.

This Level 2 Diploma 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 Diploma in Customer Service Course For?

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

Customer Service Assistants and Advisers
Retail and Hospitality Staff
Reception and Front-of-House Staff
Customer-Facing Administrators
Contact-Centre Staff
Learners seeking a substantial occupational Level 2 qualification

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

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

Deliver Customer Service

Prepare for and deliver customer service while balancing customer needs, expectations and organisational requirements.

Understand Customers

Explore customer types, customer loyalty, organisational reputation and the effects of customer dissatisfaction.

Customer Service Principles

Understand service offers, legal and ethical requirements, customer information and effective follow-up.

Customer Relationships

Develop and maintain productive customer relationships and respond to changing needs.

Problem Resolution

Resolve customer service problems and communicate effectively when issues occur.

Service Improvement

Support service improvements, post-transaction service and effective working relationships.

Qualification Structure: SJA 12-Unit, 45-Credit Pathway

The qualification requires 45 credits. SJA's fixed pathway completes all 5 mandatory units and then uses a carefully selected optional-unit combination to reach exactly 45 credits across 12 units. This pathway includes communication, customer relationships, problem resolution, service improvement, post-transaction service, colleague relationships and negotiation.

Qualification Units

Unit Title	Unit Reference	Level	GLH
Deliver customer service	R/508/4392	2	27
Understand customers	L/508/4391	2	17
Principles of customer service	Y/508/4393	2	34
Understand employer organisations	D/508/4394	2	40
Manage personal performance and development	H/508/4395	2	18
Communicate with customers in writing	T/508/4398	2	20
Develop customer relationships	R/508/4411	2	18
Resolve customer service problems	Y/508/4409	2	22
Support customer service improvements	D/508/4413	2	12
Provide post-transaction customer service	A/508/4418	2	22
Develop working relationships with colleagues	R/508/4425	2	19
Negotiate in a business environment	K/508/4432	3	18

Entry Requirements

Minimum age: Focus Awards states that learners must be at least 16.

Work role: Learners need to be employed in a relevant job role.

Communication: The specification states that learners should have basic communication skills at Level 2 because the qualification includes discussing, presenting, reading and writing.

Practical and Workplace Evidence Requirements

This is an occupational qualification. Learners need access to a relevant customer-service role so they can generate authentic workplace evidence.

Evidence may include assessor observation, witness testimony, workplace products, assignments, projects, reports, oral or written questioning 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 Diploma in Customer Service Online

The Level 2 Diploma 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 Diploma in Customer Service (RQF), qualification number 601/8842/X.

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
Senior Customer Service Assistant
Retail Customer Service
Contact-Centre Adviser
Reception or Front-of-House Roles
Customer-Facing Administrative Roles

Progression After the Level 2 Diploma in Customer Service

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

Study a regulated Level 2 Diploma 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.

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