Level 2 Certificate in Principles of Customer Service – Online


This qualification is delivered entirely online.

The qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events.

The course aims to:
• provide learners with the underpinning knowledge that is required by employees to work in a range of
different environments within a customer service role.
The objectives of this qualification are to help learners to

• develop essential knowledge of how to carry out customer service tasks, such as how to manage
information and supporting events
• know how to apply their knowledge in a variety of industries and job roles.

Course Content - What will I learn?

Within the course you will study a range of units, that may include the following:

– Principles of customer service and delivery

– Understand customers

– Understand employer organisations

– How to handle customer information

– Understand how to deal with customer relationships

– Understand how to resolve problems and deliver customer service to challenging

– Understand how to communicate with customers

Am I right for the course?

This qualification is suitable for learners who are currently out of employment and looking to complete a qualification that gains evidence of work level competence for employers. It is to be entirely online in order to enable you to learn at a time and pace that suits you. You will have access to resources that will be published weekly and supported by 1:1 tutor support.

You must hold GCSE / L2 Functional skills in either Maths or English or international equivalents.

Learners will complete an online portfolio of evidence throughout the course.

Delivery of this qualification will be entirely online. Pre-prepared lesson resources will be published weekly with audio overlay. Students will be able to meet with tutors each week for support online.

What Next?

Potential employment choices could include:

– Customer Service Advisor
– Business Support Officer

– Receptionist

-Telesales Operator

– Junior Sales Executive

– Customer Service Team Leader

Alternatively you could progress onto the L3 Access to HE qualification

Ready to take the next step?

Reaching your career goals is just a click away.


16-18 years old, no tuition fees apply to Full Time courses and fees subject to confirmation. Additional costs applicable to BHS courses.

For all two year courses fees shown above are per year.

Aged 19+ and planning to take a level 3 or above a different fee may apply. You may be eligible for an Advanced Learning Loan.

All HE courses (full and part time) are subject to tuition fees.

In need of more advice?

Contact our Admissions team to find out more about student fees and how they might apply to you.

Experience what the future
has to offer at Oaklands College

Studying at Oaklands is about finding out what you enjoy learning, with a huge range of courses including A Levels, BTECs and Apprenticeships our students are given a the opportunity to make their own academic choices, and thrive in a subject they enjoy.

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