Level 2 NVQ Certificate in customer service

Customer service

Who’s it for?

This is a work-based qualification suitable for anyone who works delivering a service to a customer.


See units listed below. Students are allocated to a dedicated assessor who will visit them in the workplace to carry out assessments, set targets, provide support and monitor their progress.

What units must be achieved?

To achieve a full Level 2 NVQ Certificate in Customer Service, students must achieve a minimum of 28 credits.  The students must achieve 8 credits from the mandatory units, and a further 20 credits from optional units, at least 1 unit from each group. A minimum of 11 credits gained from the optional units must be from level 2 units.

 Mandatory units

  • Unit: CU791 Communicate using customer service language. 4 credits
  • Unit: CU792 Follow the rules to deliver customer service. 4 credits

Optional units
The assessor will carry out a skillscan with the student in their workplace to help identify the best optional units for them to choose. The final decision is agreed between the student, their employer and their assessor.

Entry requirements

There are no entry requirements if this qualification is being followed on a stand-alone basis. If it’s being completed as part of an apprenticeship then entry requirements apply.


The course duration is between 6-12 months, dependent on:

  • the student’s prior experience, knowledge and qualifications
  • the amount of time they have to dedicate to the course work
  • the outcome of their initial assessments
  • if the course is being followed on its own or as part of an apprenticeship


Apprenticeship funding is available for this course. The student’s eligibility for funding will be assessed once they have applied. If the student isn’t eligible for funding, the cost of the course is £650 including VAT.


On completion of this course students will have the knowledge and skills to work in customer service.  They can progress on to complete the NVQ Level 3 Diploma in customer service.

How to apply

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