VTCT Level 2 Diploma in Customer Service


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As part of this qualification you are required to
produce a portfolio of evidence. A portfolio will
confirm the knowledge, understanding and skills
that you have learnt. It may be in electronic or
paper format.
Your assessor will provide guidance on how to
prepare the portfolio of evidence and how to
show practical achievement and understanding
of the knowledge required to successfully
complete this qualification. It is this booklet
along with the portfolio of evidence that will
serve as the prime source of evidence for this
Evidence in the portfolio may take the following
• Observed work
• Witness statements
• Audio-visual media
• Evidence of prior learning or attainment
• Written questions
• Oral questions
• Assignments
• Case studies


Who is this qualification for?

The VTCT Level 2 Diploma in Customer Service (601/4882/2) is suitable for learners that are 16+ whose role requires them to continually deliver and improve the service offered to customers. This could include if customer service is not their main responsibility, but that will assist in their day to day work. This vocational qualification will allow the learner to develop and evidence their competency in customer service by observations, assignments and professional discussions (this is not an exhaustive 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 is 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 the learners are able to tailor their optional units to also cover business administration and management and leadership to suit their role in an organisation. This qualification will provide 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 a learner is 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 customer service is delivered in an organisation. This also has a more varied selection of optional units to allow the progression 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.