Qualification Information

Sector: Business and Customer Service Category: Business and Customer Service
VTCT Product Code: CS2D1 GLH: 245 Age Restriction: 16
Qualification Number: 601/4882/2 Units: 11 - 37 Registration End Date: 31st Jul 2022
Level: 2 Minimum Credits: 45

Additional Information

Who is this qualification for?

The VTCT Level 2 Diploma in Customer Service (601/4882/2) is suitable for you, if you are 16+ whose role requires you to continually deliver and improve the service you offer to your customers. This could include if customer service is not your main responsibility, but that will assist you in your day to day work. This vocational qualification will allow you to develop and evidence your competency in customer service by observations, assignments and professional discussions (this is not an exhausted list of evidence).

Why is this qualification most suitable?

This qualification provides the opportunity to demonstrate in the workplace the skills and knowledge of customer service and dealing with the problems that arise from customer service issues and how to improve the service that you offered. The optional units cover a range of subjects from dealing with incoming and outgoing telephone calls to promoting additional products and/or services. The mandatory units of this qualification are mainly customer service based, however you are able to tailor your optional units to also cover business administration and management and leadership to suit your role in your organisation. This qualification will provide you with the skills, knowledge and understanding required in a Customer Service focused occupation. This qualification compares to the Level 1 and Level 3 as follows; the VTCT Level 1 Certificate in Customer Service is a smaller qualification that covers a more basic level of knowledge and understanding with fewer optional units to choose from, which will be more suitable if you are a school leaver or returning to employment after a period of time. The VTCT Level 3 Diploma in Customer Service looks at resolving customer issues at a higher level and analysing and implementing improvements to the way in which you deliver customer service in your organisation. This also has a more varied selection of optional units to allow you to progress to team leading and managing a customer service award programme.

What could this qualification lead to?

The primary outcome of this qualification is to progress to the next level of vocational learning which could include VTCT Level 3 Diploma in Customer Service. This qualification also includes a number of Business Administration units in its structure, providing foundation for future study in this subject area. Learners can also progress to an Advance apprenticeship in Customer Service or Business Administration. Learners could also progress to employment in customer service in a supporting role, for example: Customer Service Assistant; Telesales Operative; Help Desk Assistant; Call Centre Advisor.

Your tutor must refer to the 'Skills CFA Assessment Strategy' when delivering this qualification. This can be found in the 'Qualification Specification' folder under the 'Documents' tab.

Qualification Structure

Mandatory Group A - from this group you'll need to cover a minimum of 5 components and earn a minimum of 19 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU19 A/506/2130 Deliver Customer Service 2 5 27
UBU20 F/506/2131 Understand Customers 2 2 17
UBU21 J/506/2132 Principles of Customer Service 2 4 34
UBU22 A/506/1964 Understand employer organisations 2 4 40
UBU23 L/506/1788 Manage personal performance and development 2 4 18

Optional Group B - from this group you'll need to cover a minimum of 1 components and earn a minimum of 3 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU24 D/506/2119 Communicate Verbally with Customers 2 3 14
UBU8 T/506/2126 Communicate with Customers in Writing 2 3 20

Optional Group C - from this group you'll need to cover a minimum of 4 components and earn a minimum of 16 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU10 K/506/2155 Make telephone calls to customers 2 3 16
UBU11 R/506/2134 Process information about Customers 2 3 14
UBU26 L/506/2133 Promote Additional Products and/or Services to Customers 2 2 14
UBU27 Y/506/2135 Exceed Customer Expectations 2 3 15
UBU28 T/506/2143 Deliver Customer Service Whilst Working on Customers' Premises 2 4 20
UBU29 T/506/2157 Carry Out Customer Service Handovers 2 3 15
UBU30 A/506/2158 Resolve Customer Service Problems 2 5 22
UBU31 F/506/2159 Deliver Customer Service to Challenging Customers 2 3 16
UBU32 Y/506/2149 Develop Customer relationships 2 3 18
UBU33 T/506/2160 Support Customer Service Improvements 2 3 12
UBU34 A/506/2161 Support Customers Through Real-time Online Customer Service 2 3 15
UBU35 H/506/2977 Support Customers Using Self-service Equipment 2 3 18
UBU36 J/506/2163 Use Social Media to Deliver Customer Service 2 3 18
UBU37 K/506/2978 Provide Post-transaction Customer Service 2 5 22
UBU38 R/506/2151 Resolve Customers' Complaints 3 4 22
UBU39 D/506/2170 Gather, Analyse and Interpret Customer Feedback 3 5 24
UBU9 H/506/2154 Deal with Incoming Telephone Calls from Customers 2 3 16

Optional Group D - from this group you'll need to cover a minimum of 0 components and earn a minimum of 0 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU16 T/505/4673 Health and Safety Procedures in the Workplace 2 2 16
UBU17 M/502/8587 Processing sales orders 2 2 17
UBU18 R/502/8601 Meeting Customers' after sales needs 2 3 14
UBU40 L/506/1807 Manage diary systems 2 2 12
UBU41 H/506/1814 Provide reception services 2 3 15
UBU42 L/506/1869 Contribute to the organisation of an event 2 3 23
UBU43 M/506/1895 Buddy a colleague to develop their skills 2 3 19
UBU44 L/506/1905 Employee rights and responsibilities 2 2 16
UBU45 R/506/1789 Develop working relationships with colleagues 2 3 19
UBU46 J/506/1806 Principles of equality and diversity in the workplace 2 2 10
UBU47 M/502/8606 Handling Objections and Closing Sales 2 3 22
UBU48 K/503/0421 Deal with Incidents Through a Contact Centre 2 7 40
UBU49 L/503/0394 Carry Out Direct Sales Activities in a Contact Centre 2 5 15
UBU50 H/506/1912 Negotiate in a Business Environment 3 4 18
UBU51 F/502/4396 Bespoke Software 2 3 20

*For full details of the Rules of Combination for this qualification please see the Qualification Specification/Record of Assessment book.


*To find specifications for individual units, click on the "Structure" tab of your chosen qualification, select the unit code in the left hand column and on the new page click on the "Download unit book" tab under the unit title.

Centres approved to run this qualification

VTCT accredits centres to offer our qualifications, but cannot advise which centres are running particular courses at any time. Please contact the centre directly to find out if they currently offering your chosen qualification.

NB: The location displayed for each centre is based upon the centre's main address. The location displayed is not necessarily the only location that the centre can deliver VTCT qualifications from. For further information on a centre's delivery capabilities please select the centre's website address.

Centre Name Telephone Website Location
Equilibria Digital Solutions +973 17223389 Visit website Bahrain
Central Bedfordshire College - Dunstable Campus 01582 477776 Visit website Bedfordshire - Central Bedfordshire
Acacia Training TA International School of beauty Therapy - Nantwich 01270 626236 Visit website Cheshire - Cheshire East
Quality Assurance Training and Consultancy 07725 914304 Visit website Derbyshire
East Midlands College of Beauty & Complementary Therapies 01332 368333 Visit website Derbyshire - Derby
Exeter Royal Academy for Deaf Education 01392 267023 Visit website Devon
Hair@theAcademy 07974 750699 Visit website Devon
Holistic Therapies Training Academy 01237 472109 Visit website Devon
SAKS Education Ltd 01325 341628 Visit website Durham - Darlington
Ixion Holdings (Contracts) Limited 01245505667 Visit website Essex
UK Learning Station 07957 425773 Visit website Essex
Skills Academy 07805 170998 Visit website Essex - Southend-on-Sea
Hayden Health and Beauty Training Academy 0844 335 0152 Visit website Gloucestershire
International Beauty and Holistic Academy 01452 414770 Visit website Gloucestershire
The Central Manchester College of Health and Beauty 0161 236 7181 Visit website Greater Manchester - Manchester
Pure Learning Partnerships 07825 795816 Visit website Hampshire
Hair and Beauty Industry Training LTD 01388 720272 Visit website Hampshire - Portsmouth
DB Training Ltd 01622693412 Visit website Kent
Saks Academy - Maidstone 01622691916 Visit website Kent
The Community College Whitstable 01227 272362 Visit website Kent
The John Wallis Church of England Academy 01233 623465 Visit website Kent
TNB Skills Training - Folkestone 01303 256305 Visit website Kent
Umbrella Training and Employment Solutions Ltd 07816 390512 Visit website Kent - Medway
Avant Partnership 01472 470590 Visit website Lincolnshire - North East Lincolnshire
Evolve Academy Ltd 0161 457 0065 Visit website Manchester
Montebello Training Ltd 0151 329 3292 Visit website Merseyside - Liverpool
LivAva Training Academy 0151 651 0101 Visit website Merseyside - Wirral
York College 01904 770200 Visit website North Yorkshire - York
L&F Training 07867692924 Visit website Somerset
White Rose School of Health & Beauty - Barnsley 01226 786763 Visit website South Yorkshire - Barnsley
White Rose School of Health and Beauty - Doncaster 01302 367434 Visit website South Yorkshire - Doncaster
The Sheffield School of Health and Beauty 0114 275 0201 Visit website South Yorkshire - Sheffield
In House Training Ltd 01924 500647 Visit website West Yorkshire - Kirklees
Pathway First Ltd t/a Pathway Group 01924 420010 Visit website West Yorkshire - Kirklees
Salma's Beauty Academy 01924 420010 Visit website West Yorkshire - Kirklees
The Link Training Academy 01484 425500 Visit website West Yorkshire - Kirklees
The White Rose School of Health and Beauty 01484 510625 Visit website West Yorkshire - Kirklees
Guernsey College of Further Education 01481 737500 Visit website Guernsey
Maltings Training Ltd. +353 (0)578621216 Visit website Ireland
Skyline College +27 31 3012494 Visit website Kwazulu Natal
CitySmart Hospitality Management +8424 3728 6161 Visit website Vietnam
Grwp Llandrillo Menai - Coleg Llandrillo 01492 546666 Visit website Conwy