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Free Level 2 Customer Service Training in Northampton – TESS Group

CostFREE
Duration18 months
LevelLevel 2
DeliveryWork based
StartFlexible
Awarding bodyNCFE awarding body

About this course

Free Level 2 Customer Service Course. Work-based training at your workplace. You learn while you work in a customer service role, putting skills into practice from day one. The course takes around 18 months to complete. You'll cover delivering customer service, understanding customers, managing your own performance, and how organisations work. This is a free customer service course for adults aged 16 and above, with no upper age limit. You'll build toward a recognised level 2 customer service qualification that reflects real workplace experience.

Who this course is for

This qualification is suitable for learners aged 16 and above. This qualification is designed for those working in a customer service related role, or those who would like to develop knowledge of this area prior to commencing employment. To achieve the qualification you must achieve a minimum of 45 credits. 19 credits from mandatory units covering delivering customer service, understanding customers, understanding employer organisations, managing personal performance and development, principles of customer service and then the remaining credits from a choice of optional units. You will also cover Functional Skills in English maths & ICT.

Entry requirements

GCSE/iGCSE/A and AS Levels - minimum acceptable grade is now E, irrespective of achievement date

(for ALL acceptable GCSEs/iGCSEs/A/AS Levels)

Key Skills - minimum acceptable is Level 1, irrespective of achievement date

O Levels – minimum acceptable grade is C, irrespective of achievement date

What you will learn

  • You'll learn how to deliver customer service to a consistent standard.
  • You'll understand what customers expect and how to meet those expectations.
  • You'll develop knowledge of how employer organisations are structured and run.
  • You'll manage your own performance and take responsibility for your development.
  • You'll learn the principles of customer service and how they apply in your role.
  • You'll build skills in handling customer queries, complaints, and requests.

How you will learn

You learn through your day-to-day work. Assessment is competence-based, meaning you demonstrate your skills in your actual job role. Evidence is gathered from workplace observations, professional discussions, and work products. You'll build a portfolio of evidence showing you meet the requirements of each unit. Your assessor will visit you at work to observe and assess your practice.

What you will need to bring

The centre will provide most materials. TESS Group will confirm anything else you need before you start.

Where next

Jobs you could do

  • Customer Service Advisor: handling queries and supporting customers directly
  • Call Centre Agent: managing inbound and outbound customer calls
  • Retail Sales Assistant: serving customers and resolving issues in store
  • Client Services Coordinator: supporting client accounts and relationships
  • Help Desk Operative: providing first-line support to customers or staff
  • Receptionist: welcoming visitors and managing front-of-house customer contact
  • Account Manager (junior): maintaining customer accounts and communication

What you could study next

A level 2 customer service qualification opens the door to further study in the same field. You could progress to a Level 3 Diploma in Customer Service for a more senior or supervisory role. If you're moving into management, a Level 3 Award or Certificate in Team Leading or Management would complement your customer service experience. Some learners also move into sales, business administration, or contact centre management qualifications at Level 3.

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