Free Customer Service Course. Work-based training at your workplace. You study while working in a customer-facing role, applying what you learn directly on the job. The course covers customer service knowledge and understanding across a range of work environments. It typically takes 9 months to complete. You'll need to be employed or on a work placement, and you'll take a short literacy and numeracy assessment before you start.
Who this course is for
This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments
Entry requirements
Learners ideally need to be employed or have a work placement where they are able to apply the knowledge for this qualification but this qualification may also be undertaken as part of a pre-employment programme.
A basic Literacy & Numeracy assessment will need to be undertaken prior to enrolment to ensure suitability for this programme.
What you will learn
You'll learn how to meet customer expectations and deliver good service
You'll understand how to handle customer queries, complaints, and difficult situations
You'll develop knowledge of your organisation's products, services, and policies
You'll learn how to communicate clearly and professionally with customers
You'll understand how to work within a team to support customer service goals
You'll explore how legislation and regulations affect customer service practice
How you will learn
You learn on the job, applying your knowledge in your day-to-day customer-facing role. Assessment is knowledge-based and linked to your workplace activity. A literacy and numeracy assessment takes place before you enrol to confirm the course is the right fit. Your assessor will work with you throughout the 9 months to track your progress.
What you will need to bring
The centre will provide most materials. Pilot IMS will confirm anything else you need before you start.
Where next
Jobs you could do
Customer Service Advisor, handling queries by phone, email, or in person
Retail Sales Assistant, supporting customers on the shop floor
Call Centre Agent, managing inbound or outbound customer contact
Receptionist, greeting visitors and managing front-of-house service
Client Support Coordinator, helping clients with accounts or orders
Help Desk Operator, resolving customer issues in a support environment
What you could study next
Level 3 Diploma in Customer Service. Builds on your Level 2 knowledge and prepares you for supervisory or team leader roles in customer service.
Level 3 Team Leader or Supervisor Apprenticeship. A natural next step if you're moving into managing a customer service team.
Level 2 or 3 Business Administration Qualification. Broadens your skills if you want to move into office or administrative roles.
