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Customer Service

Customer Service qualifications we offer

Level 2 Diploma in Customer Service

Level 3 Diploma in Customer Service                                          


The demand for customer service exists in all sectors of industry and commerce in the UK.  Due to the diversity of customer service job roles and the generic ‘all sector’ nature of customer service standards, at least three million people work in this area as illustrated by research carried out by the Institute of Customer Service.

These work based qualifications have been introduced by the Council for Administration which is the Government’s recognised standard setting organisation for business skills at work. The qualifications were developed following extensive consultation with the customer service industry and the Institute of Customer Service.

The Level 3 Diploma in Customer Service and the Level 2 Diploma in Customer Service are for anyone who works in a customer-facing role and can demonstrate their ability to create a great customer service experience.

Level 2 Diploma in Customer Service

The Level 2 Diploma is aimed at people already employed in a customer service role who have some experience in customer service.

Learners will recognise good practice in customer service and be able to demonstrate how they deal with both routine and more difficult customers.  Learners will be confident about using customer service language, understand the processes designed to make customer service more effective and show how they support others within their team or organisation.

Level 3 Diploma in Customer Service

The Level 3 Diploma is aimed at people already employed in a customer service role who have significant responsibility for the delivery of both internal and external customer service within their team or organisation.

Learners will need to understand the importance of customer service as a competitive tool and be proactive in finding solutions to a range of customer service situations.  Learners will need to demonstrate their ability to analyse and respond to customers on a strategic level, suggesting improvements and leading in their implementation.

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