The Focus Awards Level 2 Certificate in Customer Service (RQF) is a vocational qualification designed for learners who are working in, or preparing to work in, customer service roles. It develops a practical understanding of effective customer service, professional communication and the principles that support positive, respectful and quality-focused customer interactions.

The qualification is positioned at Level 2 within the Regulated Qualifications Framework (RQF) and is an occupational qualification within the administration sector. It carries 13 credits and requires learners to successfully complete two mandatory units: Supporting the Customer Service Environment and Delivery of Effective Customer Service.

Learning focuses on developing customer service knowledge that can be applied across different workplace environments. Learners explore how to communicate effectively with customers and colleagues, strengthen professional relationships, understand the principles of outstanding customer care and contribute to quality customer experiences. The qualification also develops transferable workplace skills that can be relevant across a range of industries and service-focused sectors.

Assessment is internally assessed through a portfolio of evidence. Learners may demonstrate achievement through assignments, projects, reports, observation, questioning, learner products and other appropriate evidence aligned with the learning outcomes and assessment criteria.

For learners seeking progression, Focus Awards identifies the Level 3 Diploma in Customer Service and Level 4 NVQ Diploma in Customer Service as potential progression routes, subject to applicable requirements.