Level 2 BTEC

Customer Service

If you like working with people, a BTEC in Customer Service Practitioner can develop your skills and confidence for success in a customer service 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 trainer 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 four mandatory core units and seven optional, specialist units.

The core units ensure that all learners will develop:

  • 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.

I really enjoyed all my courses. The class sizes are smaller than I thought they would be, which allowed me to get more help from my tutors. They were all very lovely and always answered my questions. Skills Training UK really have changed my life – I recommend them to anyone.

Chakaniya Chandran, Cancer Research UK

See what you can achieve.
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