The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is a vocational qualification designed for learners who currently undertake customer service roles and want to develop and formally demonstrate practical workplace competence. It is a Level 2 occupational qualification within the Administration sector, with Qualification Number 601/6275/2, and is regulated within the Regulated Qualifications Framework (RQF). The qualification recognises the diverse functions, tasks and activities involved in customer service and focuses on applying skills within real workplace contexts.

The qualification develops core customer service capabilities including effective communication, using appropriate customer service language, following organisational service procedures, creating positive customer impressions, delivering reliable service and maintaining customer relationships. Learners can also develop skills in handling telephone and face-to-face interactions, processing customer information, resolving customer service problems, dealing with difficult customers, managing complaints and supporting customer service improvements. Optional units provide opportunities to develop additional competencies such as online customer services, self-service technology, customer relations, customer feedback and continuous improvement.

Assessment is internally conducted through a portfolio of evidence demonstrating achievement of the required learning outcomes and assessment criteria. Evidence can include assessor observations, witness testimony, learner products, worksheets, assignments, projects, reports, questioning, learner or peer reports and recognition of prior learning.

For UK learners, the qualification provides a structured framework for developing occupational customer service competence. International learners may also find its practical customer service skills relevant to customer-facing environments where the qualification is available through an authorised delivery arrangement.