BTEC Level 2 Diploma in Customer Service 

This qualification is now closed to new starts so please see the New Standard for Customer Service 


BTEC Diploma in Customer Service (QCF) 




12-18 months 


Entry Requirements 

Preferably GCSE English and Maths at Grade A-C or equivalent i.e. Functional Skills or Key Skills. However, applications are assessed on an individual basis following initial assessment of English, Maths and ICT. 


The BTEC Level 2 Diploma in Customer Service (QCF) is for learners who work in, or who want to work in customer service in roles such as: 
Customer Service Advisor 
Customer Service Operator 
Call Centre Advisor 
Help Desk Operative 
Service Agent. 
It gives learners the opportunity to: 
develop and demonstrate technical and wider sector-related knowledge to underpin competence in the job roles stated above. Technical knowledge includes the principles and practices of delivering customer service and understanding the different types of customers, their needs, wants and expectations. Wider sector-related knowledge includes equality and diversity, organisational structure and environment, and legislation and regulations that govern the industry 
develop and demonstrate a range of technical skills and behaviours that supports competence in the job roles stated above. This includes communicating with customers using appropriate communication channels, resolving customer problems and complaints, building relationships with customers, promoting additional products and/or services and the ability to improve own learning and performance 
develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills (PLTS) 
have existing skills recognised 
achieve a nationally recognised Level 2 qualification 

Next Steps 

For more information on Apprenticeships or to apply for an apprenticeship, please contact the Business Development Team on; 
01329 825805 
28a Lower Bath Lane 
PO16 0DH 
01329 825805 
Opening hours 
Monday - Friday: 8am - 4pm 


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