Customer Service Level 2

The Customer Service Level 2 qualification is designed to give learners the knowledge and skills needed to deliver exceptional customer experiences across a variety of industries. It helps individuals understand the importance of customer service, how to communicate effectively, and how to resolve problems in a professional manner.

This course is ideal for those already working in customer-facing roles, as well as new entrants who want to build confidence and competence in delivering high-quality service.

Course Structure

– Guided Learning Hours: Typically 150–200 hours (flexible learning through workplace, blended, or classroom study)
– Level: RQF Level 2 Certificate
– Delivery: Workplace-based, blended learning, or classroom delivery
– Assessment: Portfolio of evidence, workplace observations, written assignments

Core Units May Include

– Principles of customer service
– Understanding customers and their needs
– Effective communication in customer service
– Handling queries, requests, and complaints
– Understanding employer organisations
– Developing customer relationships
– Teamwork and personal performance in customer service

Certification

On successful completion, learners achieve the Highfield Level 2 Certificate in Customer Service (RQF), a nationally recognised qualification valued by employers in all industries.

Who is this course for?

– Staff in customer-facing roles (retail, hospitality, call centres, reception, etc.)
– Apprentices and new employees who want to develop customer service skills
– Anyone looking to improve communication and problem-solving skills at work

Progression Pathway

Learners may progress to:
– Level 3 Diploma in Customer Service
– Team Leading or Business Administration qualifications
– Roles with greater responsibility in customer service or supervisory positions