Diploma In Customer Service (RQF)
Develop Professional Customer Service Skills and Career Opportunities with the Focus Awards Level 2 Diploma in Customer Service (RQF)
Ofqual Regulated Qualification
Assignment Based Assessment
Flexible Online Learning
UK & International Recognition
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The Focus Awards Level 2 Diploma in Customer Service (RQF) is a vocational qualification designed for learners who want to develop practical knowledge and workplace skills for effective customer service delivery. It is a regulated qualification within the Regulated Qualifications Framework (RQF), with qualification number 601/8842/X, and is awarded by Focus Awards. The qualification focuses on the knowledge and day-to-day capabilities required to communicate with customers professionally, understand customer needs and deliver consistent, quality-focused service.
The qualification covers a broad range of customer service activities, including understanding customers, delivering customer service, handling telephone and written communications, resolving customer service problems and complaints, developing customer relationships, supporting service improvements and responding to challenging customers. It also reflects contemporary customer service environments by including real-time online customer service and the use of social media for customer interactions.
For UK and international learners, the Focus Awards Level 2 Diploma in Customer Service (RQF) provides a structured vocational foundation for understanding professional customer service practice. Its occupational focus makes it relevant to learners developing skills for customer-facing roles across retail, administration, hospitality, contact centres and other service-oriented environments, while its RQF status provides clear recognition of the qualification level within the UK regulated qualifications framework.
he Focus Awards Level 2 Diploma in Customer Service (RQF) is an Ofqual-regulated qualification accredited on the Regulated Qualifications Framework (RQF). The qualification has a Total Qualification Time (TQT) of 450 hours and 269 Guided Learning Hours (GLH).
Assessment for the Focus Awards Level 2 Diploma in Customer Service (RQF) is assignment-based. Learner work is assessed in accordance with Focus Awards assessment and quality assurance requirements to ensure that learners demonstrate the required knowledge, understanding and practical application of customer service principles and practices.
To successfully achieve the qualification, learners must achieve 45 credits form all the Mandatory and Optional Groups.
Core Study Units
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 Group C, and no more than 7 credits from Group D.
The Focus Awards Level 2 Diploma in Customer Service (RQF) is designed primarily for learners who currently work with customers on a regular basis and want to develop structured knowledge and practical competence in customer service. The qualification focuses on day-to-day customer interactions, professional communication, quality service delivery and effective responses to different customer needs.
It is particularly suitable for:
For UK and international learners, the qualification provides a focused vocational framework for developing customer service knowledge and workplace skills that can be relevant across retail, hospitality, administration, sales, contact centres and other customer-facing environments.
Entry Requirements
Career Opportunities
The Focus Awards Level 2 Diploma in Customer Service (RQF) provides learners with a practical foundation in customer service principles, professional communication and effective service delivery. The qualification develops knowledge and workplace skills in understanding customer needs, delivering customer service, handling customer enquiries and complaints, resolving service problems, developing customer relationships and supporting service improvements. It is suitable for learners in the UK and internationally who are seeking to develop recognised customer service competence for customer-facing roles or progress to further relevant vocational qualifications and professional development.
Customer Service Advisor
Supports customers by answering enquiries, resolving issues, providing information and maintaining professional service standards across customer interactions.
Customer Service Representative
Acts as a customer contact point, handling requests, explaining services, resolving problems and supporting positive customer experiences.
Call Centre Advisor
Handles customer telephone enquiries, processes information, resolves service problems and communicates clearly while following organisational procedures and standards.
Contact Centre Agent
Provides customer support through telephone and digital channels, managing enquiries, complaints and service requests efficiently and professionally.
Customer Support Assistant
Assists customers with routine enquiries, service information, problem resolution and follow-up while maintaining accurate and professional customer communications.
Retail Customer Service Assistant
Supports retail customers with enquiries, product information, complaints, transactions and after-sales needs while delivering professional customer service.
Receptionist
Welcomes customers and visitors, provides information, manages enquiries and supports effective communication within reception and administrative environments.
Customer Relations Assistant
Helps maintain positive customer relationships by responding to concerns, gathering feedback and supporting improvements in service quality.
Future Progression
The Focus Awards Level 2 Diploma in Customer Service (RQF) provides learners with a practical foundation for developing customer service knowledge, communication skills and workplace competence. The qualification covers areas including understanding customers, delivering customer service, handling customer enquiries and complaints, resolving service problems, developing customer relationships and supporting customer service improvements. These skills can be relevant across retail, hospitality, administration, sales, contact centres and other customer-facing environments.
Academically, learners may progress to Level 3 customer service, business, retail, sales, administration or other relevant vocational qualifications, subject to the entry requirements of the receiving institution or awarding organisation. The qualification can also provide a foundation for further learning in customer experience, business operations, management and related disciplines.
Professionally, this diploma can support progression towards roles such as Customer Service Advisor, Customer Service Representative, Contact Centre Agent, Call Centre Advisor, Customer Support Assistant, Retail Customer Service Assistant, Receptionist, Customer Relations Assistant, Complaints Handler and Online Customer Service Adviser, depending on the learner’s experience, workplace responsibilities and employer requirements. The knowledge and skills developed through the qualification provide a foundation for communicating professionally with customers, responding to service issues, handling complaints, developing customer relationships and contributing to effective customer service delivery.
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