• Level 2
  • Reference 601/3456/2
  • Total Qualification Time 269
  • Guided Learning Hours 245-305
  • Subject Area Non-Technical
  • Type Customer Service

Who is it suitable for?

This qualification is ideal for learners, aged 16+, new to a customer facing role, or with limited customer service experience, who require a qualification which shows they can take on responsibilities and carry out duties such as, dealing with calls from customers and resolving problems.There are no specific entry requirements for this qualification.  However learners must have access to a real work environment.


The Level 2 Diploma in Customer Service is a combined knowledge and competency qualification.  This means that the qualification assesses competence, skills, knowledge and understanding.

The purpose and aim of the Customer Service Diplomas is to provide learners, working in a customer service occupation (including Customer Service apprentices), with a nationally accredited qualification.  The qualifications provide learners with the opportunity to gain recognition of their skills in a wide range of customer service duties; e.g. dealing with enquiries, processing information, carrying out handovers, resolving problems; and developing knowledge & skills in more challenging activities.  With the inclusion of a wide range of optional units, the qualification can be tailored to suit an individual learner’s role and the needs of their employer.

This new Level 2 Customer Service Diploma is also the key qualification component within the Instructus Skills Level 2 Customer Service Apprenticeship framework in England, Wales and Northern Ireland, as well as a standalone qualification.


For many learners the achievement of the Level 2 Customer Service Diploma will provide a useful recognition of their professional competence, to aid their step from one job role to another, e.g. moving from the ‘shop-floor’ into ‘after-sales’.  For others, it could prepare them for progression to further learning and training, for example, learners may progress from the Level 2 to the Level 3 Diploma in Customer Service (Ofqual QN: 601/3457/4) and the Instructus Skills Level 3 Customer Service Apprenticeship.


To be awarded a Diploma in Customer Service learners must demonstrate that they have the skills which are essential for individuals working in customer service.  Therefore they must be able to perform their job, or an appropriate task, competently.  These qualifications are assessed by learners referencing evidence from workplace performance, including assessor observations, in a portfolio of evidence.

Want to know more?

Please contact an IMI approved centre.

The extension of this qualification was supported by Instructus Skills.

View this qualification on the Register of Regulated Qualifications

Documentation for IMI Centres

Find more information and documentation in IMI Connect

Start Date: Mon, 01/09/2014
End Date: Thu, 31/12/2026
Certificate End Date: Mon, 31/12/2029

IMI Membership

Join the IMI community

Take out annual IMI membership and take advantage of a range of member benefits as well as regular insights and updates from the sector.

Sign me up