Focus Awards Level 2 Diploma In Customer Service (RQF)

Enhance Professional Customer Care

Ofqual Regulated

45 Credits

269 GLH

Flexible Online Learning

(TQT): 450 Hours

Assessment Based

Upcoming Session

  

Quick Course Guide

The Focus Awards Level 2 Diploma in Customer Service (RQF) is a regulated vocational qualification designed for learners who deal with customers and want to develop structured knowledge and practical skills for effective customer service. It is an occupational qualification at Level 2, with qualification number 601/8842/X, awarded by Focus Awards and positioned within the UK regulated qualifications system. The qualification is particularly focused on the day-to-day customer interactions, functions and activities involved in modern customer service environments.

The qualification develops learners’ understanding of how to communicate with customers sensitively, respectfully and effectively while maintaining a clear focus on service quality. Key learning areas include delivering customer service, understanding customer needs, applying customer service principles, understanding employer organisations and managing personal performance and development. Learners can also develop skills relating to telephone communication, written communication, customer relationships, resolving service problems and complaints, handling challenging customers and supporting customer service improvements.

The qualification also reflects contemporary customer service practices through learning areas such as real-time online customer service, social media customer service, customer feedback, self-service equipment and post-transaction support. This makes the qualification relevant to customer-facing environments where communication takes place through both traditional and digital channels.

For UK and international learners seeking structured vocational development in customer service, the Focus Awards Level 2 Diploma provides a focused framework for developing knowledge and workplace-relevant customer service capabilities across a range of service environments.

To enrol in the Focus Awards Level 2 Diploma in Customer Service (RQF), learner should meet the following entry requirements:

  • Minimum Age: 16 years or above.
  • Educational Background: No specific academic qualification is required for entry. The centre may determine suitability based on the learner’s individual circumstances and ability to undertake the qualification.
  • Work Experience: Learners should be employed in a relevant job role involving customer service activities. This is important because the qualification is designed around practical customer interactions and workplace-based evidence.
  • Prior Knowledge: No specific prior knowledge of customer service is required. Learners should, however, have sufficient understanding of their workplace and customer-facing responsibilities to participate meaningfully in the qualification.

Group A – Mandatory Units

  • Deliver customer service — 5 credits
  • Understand customers — 2 credits
  • Principles of customer service — 4 credits
  • Understand employer organisations — 4 credits
  • Manage personal performance and development — 4 credits

Total mandatory credits: 19

Group B Units

  • Communicate verbally with customers — 3 credits
  • Communicate with customers in writing — 3 credits

Minimum required from Group B: 3 credits

Group C Units

  • Deal with incoming telephone calls from customers — 3 credits
  • Make telephone calls to customers — 3 credits
  • Promote additional products and/or services to customers — 2 credits
  • Process information about customers — 3 credits
  • Exceed customer expectations — 3 credits
  • Deliver customer service whilst working on customers’ premises — 4 credits
  • Carry out customer service handovers — 3 credits
  • Resolve customer service problems — 5 credits
  • Deliver customer service to challenging customers — 3 credits
  • Develop customer relationships — 3 credits
  • Support customer service improvements — 3 credits
  • Support customers through real-time online customer service — 3 credits
  • Use social media to deliver customer service — 3 credits
  • Resolve customers’ complaints — 4 credits
  • Gather, analyse and interpret customer feedback — 5 credits
  • Support customers using self-service equipment — 3 credits
  • Provide post-transaction customer service — 5 credits

Minimum required from Group C: 16 credits

Group D Units

  • Health and safety procedures in the workplace — 2 credits
  • Manage diary systems — 2 credits
  • Provide reception services — 3 credits
  • Contribute to the organisation of an event — 3 credits
  • Buddy a colleague to develop their skills — 3 credits
  • Employee rights and responsibilities — 2 credits
  • Develop working relationships with colleagues — 3 credits
  • Principles of equality and diversity in the workplace — 2 credits
  • Processing sales orders — 2 credits
  • Meeting customers’ after-sales needs — 3 credits
  • Handling objections and closing sales — 3 credits
  • Deal with incidents through a contact centre — 3 credits
  • Carry out direct sales activities in a contact centre — 5 credits
  • Negotiate in a business environment — 4 credits
  • Bespoke Software — 3 credits

Maximum permitted from Group D: 7 credits

Qualification achievement: Learners must achieve 19 credits from Group A, at least 3 credits from Group B, at least 16 credits from

The Focus Awards Level 2 Diploma in Customer Service (RQF) is most suitable for learners who are already involved in customer-facing work and want to develop formally assessed knowledge and practical customer service skills. The qualification is specifically aimed at learners who deal with customers on a regular basis and need to understand effective, respectful and quality-focused customer interactions. Focus Awards

This qualification may be right for you if

  • You work with customers: The qualification is designed for learners whose current role involves regular customer interaction, enquiries, service delivery or customer support.
  • You want recognised vocational development: It provides a structured Level 2 qualification focused specifically on customer service practice.
  • You want to improve communication: Learning areas cover verbal and written communication, telephone calls and online customer service.
  • You handle customer problems: The qualification is relevant to learners who need to develop approaches to resolving customer service problems and complaints.
  • You work in a customer-facing environment: It can be relevant to roles across retail, hospitality, contact centres, administration, sales and other service environments.
  • You want practical workplace learning: Assessment is based on a portfolio of evidence, which can include workplace observations, learner products, assignments, reports, questioning and other appropriate evidence.
  • You want to develop digital service skills: The qualification includes areas such as real-time online customer service and using social media to deliver customer service.
  • You want to improve customer relationships: Learners can develop knowledge and skills relating to customer expectations, relationships, feedback and service improvement.
  • You are seeking progression: Successful completion can support progression towards relevant Level 3 qualifications, including customer service and business administration pathways identified by Focus Awards.
  • You prefer workplace-focused assessment: The qualification is internally assessed through a portfolio demonstrating achievement of the relevant learning outcomes and assessment criteria.

It may be less suitable if: a learner has no access to a relevant customer service role or workplace environment, because the qualification specification states that learners need to be employed in a relevant job role. Basic Level 2 communication skills are also expected for discussing, presenting, reading and writing.

Overall, this qualification is a strong fit for learners seeking structured customer service development, workplace competence and a recognised Level 2 vocational pathway rather than a purely academic programme.

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