Level 2 Customer Service Course. Work-based training at your workplace. You study while working in a customer-facing role, earning as you learn. The course is fully funded if you're 16 to 18 years old. If you're 19 or over, fees may apply, so contact UK Training and Development on 01442 230130 for details. You'll cover everything from handling orders and payments to resolving problems and supporting customers across different channels. The course takes around 15 months to complete. You'll need to be working at least 30 hours a week in a suitable role to take part.
Who this course is for
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. These services may be delivered from the workplace, digitally, or through going out into the customer's own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. They are often the first point of contact and work in any sector or organisation type.
Entry requirements
Initial assessment
Must be working at least 30hrs a week in a suitable job.
What you will learn
You'll develop skills in delivering high-quality customer service across different channels, including face-to-face, phone, and digital.
You'll learn how to handle customer orders, payments, and enquiries professionally.
You'll practise giving advice, guidance, and support to customers in a range of situations.
You'll build techniques for resolving complaints and managing service recovery.
You'll understand how to meet and greet customers and represent your organisation positively.
You'll learn how to gather customer feedback and measure satisfaction.
You'll develop knowledge of after-care and follow-up service processes.
How you will learn
You learn on the job, applying your skills directly in your workplace. Assessment is based on evidence gathered from your day-to-day work, supported by a training consultant who visits or contacts you regularly. You'll build an e-portfolio of evidence showing your competence in customer service tasks. Online learning resources support your study alongside your work commitments. You'll have one-to-one support throughout the programme.
What you will need to bring
The centre will provide most materials. UK Training and Development will confirm anything else you need before you start.
Where next
Jobs you could do
Customer Service Advisor: handling enquiries and resolving issues for customers
Customer Service Representative: front-line support in retail, finance, or utilities
Call Centre Agent: managing inbound and outbound customer contacts
Retail Sales Assistant: serving customers and processing transactions in store
Client Services Coordinator: supporting clients across multiple touchpoints
Help Desk Operator: providing first-line support and problem resolution
Reception and Front-of-House: welcoming visitors and managing queries
What you could study next
Level 3 Diploma in Customer Service: deepen your knowledge and move into supervisory or team leader roles.
Level 3 Team Leader or Supervisor Apprenticeship: a natural next step if you're managing or supporting a team.
Level 3 Business Administration Qualification: broaden your skills across operations, communication, and organisation.
Level 2 or 3 Sales Qualification: if your role involves sales alongside service, this adds a recognised sales credential.
