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Level 2 Customer Service Training in Wakefield

Cost£2,400.00
Duration12 months
LevelLevel 2
DeliveryWork based
StartFlexible
Awarding bodyCity & Guilds awarding body
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About this course

Level 2 Customer Service Course. Work-based training at your workplace. You learn while you work, building a portfolio of evidence in your current customer-facing role over 12 months. The course covers the skills and knowledge needed to deliver a professional standard of customer service, whether face to face, digitally, or out in the community. You work with a dedicated assessor who guides you through each stage. To enrol, you must be employed in a role where you can demonstrate customer service competence. This level 2 customer service qualification is awarded by City and Guilds.

Who this course is for

Customer service practitioners provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. This course will help you achieve a professional standard and start you on a career path in customer services.

You will work with an assessor who will guide you through your programme of learning to produce a portfolio of evidence using e-portfolio within your workplace.

Entry requirements

Workplace delivery. You must be employed in an administration role to be able to demonstrate the required standard of competence.

What you will learn

  • You'll develop skills to deliver high-quality service across different customer channels, including face to face, digital, and community settings.
  • You'll learn how to understand and meet customer needs and expectations.
  • You'll build knowledge of how to handle customer queries, complaints, and difficult situations professionally.
  • You'll learn how to communicate clearly and appropriately with a range of customers.
  • You'll develop an understanding of your organisation's products, services, and policies.
  • You'll practise working within relevant regulations and standards that apply to customer service roles.
  • You'll compile a portfolio of evidence that demonstrates your competence in a real work environment.

How you will learn

You learn entirely in your workplace. An assessor visits and supports you throughout the programme, helping you build a portfolio of evidence using an e-portfolio system. Your portfolio draws on your day-to-day work activities to show what you can do. Assessment is ongoing and competence-based, meaning you are assessed against the standards of the qualification as you carry out your normal job duties.

What you will need to bring

The centre will provide most materials. Heart of Yorkshire Education Group will confirm anything else you need before you start.

Where next

Jobs you could do

  • Customer Service Advisor: handling queries and supporting customers by phone, email, or in person.
  • Customer Service Representative: front-line contact role in retail, utilities, or financial services.
  • Call Centre Agent: managing inbound or outbound customer calls in a contact centre.
  • Retail Customer Advisor: supporting customers on the shop floor or at a service desk.
  • Client Services Coordinator: managing client relationships and day-to-day account queries.
  • Help Desk Operator: providing first-line support to customers or internal staff.

What you could study next

  • Level 3 Diploma in Customer Service: deepens your knowledge and moves you toward supervisory or team leader roles.
  • Level 3 Team Leader or Supervisor Apprenticeship: a natural next step if you want to manage a customer service team.
  • Level 2 or 3 Business Administration Qualification: broadens your skills across administration and operations, useful in many customer-facing organisations.
Apply on heartofyorkshire.ac.uk →
Apply now →

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