Qualification Structure

The Focus Awards Level 2 NVQ Certificate 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 280 hours and 200 Guided Learning Hours (GLH), with 28 credits.

Assessment for the Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is assignment and evidence-based. Learner work is assessed in accordance with Focus Awards assessment and quality assurance requirements to ensure that learners demonstrate the required knowledge, understanding, skills and competence in customer service practices.

To successfully achieve the qualification, learners must achieve 8 credits from the mandatory units, with an additional 20 credits achieved from the optional units.

Core Study Units

Mandatory Units

• Communicate using customer service language — 4 credits
• Follow the rules to deliver customer service — 4 credits

Optional Units

Learners must achieve an additional 20 credits from the optional units, with at least 11 optional credits at Level 2. Qualitas

• Promote additional services or products to customers — 6 credits
• Deal with incoming telephone calls from customers — 5 credits
• Process information about customers — 5 credits
• Make telephone calls to customers — 6 credits
• Give customers a positive impression of yourself and your organisation — 5 credits
• Live up to the customer service promise — 6 credits
• Go the extra mile in customer service — 6 credits
• Communicate effectively with customers — 5 credits
• Make customer service personal — 6 credits
• Deal with customers face to face — 5 credits
• Use customer service as a competitive tool — 8 credits
• Organise the promotion of additional services or products to customers — 7 credits
• Build a customer service knowledge set — 7 credits
• Adapt your behaviour to give a good customer service impression — 5 credits
• Maintain a positive and customer-friendly attitude — 5 credits
• Deal with customers in writing or electronically — 6 credits
• Deal with customers across a language divide — 8 credits
• Use questioning techniques when delivering customer service — 4 credits
• Deliver reliable customer service — 5 credits
• Recognise diversity when delivering customer service — 5 credits
• Deal with customers using bespoke software — 5 credits
• Deliver customer service on your customers' premises — 5 credits
• Maintain customer service through effective handover — 4 credits
• Do your job in a customer friendly way — 5 credits
• Deliver customer service using service partnerships — 6 credits
• Improve the customer relationship — 7 credits
• Organise the delivery of reliable customer service — 6 credits
• Resolve customer service problems — 6 credits
• Deliver customer service to difficult customers — 6 credits
• Apply risk assessment to customer service — 10 credits
• Process customer service complaints — 6 credits
• Monitor and solve customer service problems — 6 credits
• Recognise and deal with customer queries, requests and problems — 5 credits
• Take details of customer service problems — 4 credits
• Support customer service improvements — 5 credits
• Support customers using online customer services — 5 credits
• Buddy a colleague to develop their customer service skills — 5 credits
• Develop personal performance through delivering customer service — 6 credits
• Develop your own customer service skills through self-study — 6 credits
• Support customers using self-service technology — 5 credits
• Develop customer relations — 6 credits
• Work with others to improve customer service — 8 credits
• Promote continuous improvement — 7 credits
• Develop your own and others customer service skills — 8 credits
• Lead a team to improve customer service — 7 credits
• Gather, analyse and interpret customer feedback — 10 credits
• Monitor the quality of customer service transactions — 7 credits Qualitas

Who Is This Qualification For?

The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is designed for learners who want to develop practical customer service skills and demonstrate competence in customer-facing workplace environments. As a vocational qualification within the Regulated Qualifications Framework (RQF), it is particularly relevant to learners seeking structured recognition of their customer service knowledge, skills and workplace performance.

This qualification is suitable for:

• Customer Service Employees: Learners working in customer-facing roles who want to strengthen their communication, service delivery and problem-solving skills.
• Call Centre and Contact Centre Staff: Individuals handling customer enquiries, telephone calls, requests, complaints and service-related issues.
• Retail and Sales Employees: Staff who regularly interact with customers, provide product or service information and contribute to positive customer experiences.
• Hospitality and Service Staff: Learners working in hotels, restaurants, leisure, travel or other service environments where effective customer interaction is essential.
• Administrative and Front-Office Staff: Employees responsible for reception, enquiries, customer information, communication and routine service activities.
• Learners Starting a Customer Service Career: Individuals seeking a practical Level 2 vocational qualification to develop core workplace customer service competence.
• Existing Employees Seeking Formal Recognition: Experienced customer service staff who want their workplace skills and performance assessed through an evidence-based vocational qualification.
• International Learners: Learners outside the UK who want to develop transferable customer service competencies relevant to retail, hospitality, administration, sales, contact centres and other customer-facing environments.

The qualification is particularly appropriate for learners who prefer practical, workplace-based assessment and want to demonstrate competence through relevant evidence rather than relying solely on traditional examinations.

Career Opportunities

The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) develops practical customer service knowledge and workplace competence, including effective communication, handling customer enquiries, resolving service problems, managing complaints and maintaining positive customer relationships. It is suitable for UK and international learners seeking a regulated vocational qualification that supports the development of practical skills for customer-facing roles across retail, hospitality, administration, contact centres and other service environments.

Future Progression

The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) provides learners with practical workplace skills relevant to customer-facing roles across retail, hospitality, contact centres, administration, sales and other service environments. The qualification develops competence in customer communication, service delivery, handling enquiries, resolving problems, managing complaints and maintaining effective customer relationships.

Academically, learners may progress to higher-level customer service, business, management or related vocational qualifications, subject to the entry requirements of the receiving institution.

Professionally, this qualification can support progression towards roles such as Customer Service Representative, Customer Service Advisor, Customer Support Assistant, Call Centre Agent, Contact Centre Advisor, Retail Customer Assistant, Receptionist, Front Office Assistant, Customer Complaints Handler and Customer Relations Assistant, depending on the learner’s experience, workplace competence and employer requirements. The practical skills developed through the qualification provide a foundation for effective customer communication and service delivery.