BTEC Level 2

Customer Service

The BTEC Level 2 Certificate and Diploma for Customer Service Practitioners is for learners who are working in, or who are intending to work in, a customer service role.

This qualification will help learners develop and apply the technical and behavioural knowledge and understanding required to become competent and successful in a customer service job role.

Potential job roles for those working towards this qualification are:

  • Customer Service Assistant
  • Telesales Operative
  • Help Desk Assistant
  • Call Centre Operative.

Our trainers have many years of experience using all kinds of different techniques to find the way which works for each and every learner.





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What to expect from Skills Training UK

  • Energising and well-structured lessons, in small groups.
  • Individual support and mentoring to help you achieve your goals.
  • Access to our virtual learning environment for on-demand videos and materials to reinforce learning.
  • Extra support with English and Maths if you need it.

What does a learner need to do?

  • Attend regular classes either in-person or online.
  • Allow time for project work and study each week.
  • Talk to your training for support and guidance if you need more support.
  • Bring a positive attitude to class and any work experience to make sure you get the most from the opportunity.

Course content

The course comprises of three mandatory core units and seven optional, specialist units.

  • Unit 1: Understanding Your Employer Organisation
  • Unit 2: Understanding How to Deliver High-Quality Customer Service
  • Unit 3: Understanding Personal Effectiveness in a Customer Service Work Environment
  • Unit 4: Understanding Communication in a Customer Service Environment

Optional specialist units may include:

  • Unit 5: Communicating with Customers Effectively
  • Unit 6: Delivering High-Quality Customer Service
  • Unit 7: Handling Customer Conflict and Challenge
  • Unit 8: Managing Personal Effectiveness in a Customer Service Job Role


No prior knowledge, understanding or skills are necessary.


Level 2 award from a nationally recognised exam board.

The qualification gives learners the opportunity to:

  • Develop personal organisation in other words, be able to organise yourself, and prioritise your own workload/activity and work to meet deadlines
  • Deal with customer conflict and challenge, be able to demonstrate patience and calmness.
  • Treat customers as individuals to provide a personalised customer service experience
  • Uphold the organisations core values and service culture through your actions.


To pass an internally assessed unit, learners must meet all of the unit’s learning outcomes.

The qualification and units are at pass grade.

Whilst I made a great start in the classroom with face-to-face support, I found that I actually preferred learning from the comfort of my own home. I still received the fantastic one-to-one support from my tutors, just virtually, which meant I could continue to get the support I needed.

Hunter Warnock, BTEC Learner

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    Please note: This form relates to employers and partnerships only - if you are a learner looking to obtain course information, please visit Courses for 16-18s, Traineeships for 16-24s, Courses for Adults 19+ or Apprenticeships for 16+.

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