Customer Service (5530)

Information
Documents

Last Updated: 03 Aug 2022

The Level 2 and 3 Diplomas are hybrid qualifications, made up of competence and knowledge units. These qualifications can be delivered on their own or as part of the Customer Service Apprenticeships. The Level 4 NVQ Diploma is competence based. They were developed in collaboration with Skills CFA (The Council for Administration) using the recently updated NOS (National Occupational Standards) written in conjunction with employers.

Get recognition for your ability to create a great customer-service experience with the level 2-4 Customer Service qualifications. Having great customer service skills can help you move up in your career, no matter what area you're working in.

These qualifications include levels for those at any stage of career development - from those who are just starting out to those responsible for an organisation's overall customer-service strategy.

The level 2-4 Diplomas in Customer Service form part of the level 2-4 Customer Service Apprenticeships.

The Customer Service qualifications are ideal for those who take pride in having to deal with people. You might be entering or re-entering employment, or working in a customer service delivery role in any industry.

Available to deliver in the following:

England
Wales – please check QiW website for available funding
Northern Ireland

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form.

General Information

What Is Involved In Studying This Course?

Depending on which level you take, you'll cover areas such as:

Communicate using customer service language
Communicate using social media
Follow the rules to deliver customer service
Maintain a positive and customer-friendly attitude
Deal with customers face to face
Do your job in a customer friendly way
Organise the delivery of reliable customer service

For this qualification in Customer Service you learn either in a group setting with a training provider or through training at your workplace.

What Careers Can This Lead To?

These qualifications can help you get ahead in almost any industry, as good customer-service skills are essential for many jobs.

Those looking to start a customer-service focused career may want to take these qualifications as part of an Apprenticeship. The Apprenticeship in Customer Service helps you build your skills while you gain valuable work experience.

If you're committed to advancing your career by building strong customer-service skills, you may want to progress on to an additional qualification. Such as:

Level 1 Award/Certificate in Business Administration (4418)
Level 2 and 3 Medical Administration qualifications (5519)
Level 2 and 3 Certificates in Principles of Business and Administration (4475)
Level 2 and 3 Legal Secretaries qualifications (7655)
Level 4 Business and Professional Administration qualification (4710)
Level 3 Social Media for Business qualification (7513)
Level 3-4 Digital Marketing qualifications (7513)
Level 2-4 Customer Service Qualifications (5530)
Level 2-3 Customer Service Qualifications (4417)
ITQ Award/Certificate/Diploma for IT Users (7574)
Leadership

What Is Involved With Delivering This Course?

To deliver these qualifications you will need suitably qualified staff to carry out training and assessment.

They can be delivered in the workplace, or in a simulated working environment.
To deliver these qualifications you need to provide your learners with a suitable learning environment, and the resources they need to complete all aspects of the qualification.

To find all the resource requirements, download the qualification handbook from the centre documents section.

Level 2

Level 2 Diploma in Customer Service (5530-02)

Last Registration Date: 31 Aug 2026 Supportive services: SmartScreen Learning Assistant

Level 2 Diploma in Customer Service

Accreditation No: 601/3562/1 This is a reference number related to UK accreditation framework
Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
Credits: 45 Credits are a measure of the size of the qualification
Guided Learning Hours: 245 - 305 This is the average contact time a centre would typically commit
Total Qualification Time: 450 The total time for the qualification
Key Stage: Data unavailable This shows the equivalent Key Stage level.
Last Certification: 31/08/2028 This is the last date that a certificate can be issued
Qualification fees in the UK: £146.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 3

Level 3 Diploma in Customer Service (5530-03)

Last Registration Date: 31 Aug 2026 Supportive services: Learning Assistant

Level 3 Diploma in Customer Service

Accreditation No: 601/3564/5 This is a reference number related to UK accreditation framework
Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
Credits: 55 Credits are a measure of the size of the qualification
Guided Learning Hours: 289 - 375 This is the average contact time a centre would typically commit
Total Qualification Time: 550 The total time for the qualification
Key Stage: Data unavailable This shows the equivalent Key Stage level.
Last Certification: 31/08/2029 This is the last date that a certificate can be issued
Qualification fees in the UK: £182.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Additional information for centres

SMARTSCREEN IS AVAILABLE FOR THIS QUALIFICATION

SmartScreen is our online portal for tutor, assessors and learners that provides unit-specific support materials and tutor forums to complement the delivery and learning experience

Visit Smartscreen.co.uk >

LEARNING ASSISTANT IS AVAILABLE FOR THIS QUALIFICATION

Learning Assistant is an innovative and cost effective e-portfolio solution that allows colleges and training providers to dramatically improve the delivery of their vocational qualifications.

Learn more about Learning Assistant >

Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to Walled Garden and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form.

Additional Documents

Assessment Materials

Centre Documents

L2 Units

L3 Units

L4 L5 Units

Purpose and Recognition

19 Plus

Purpose

Explore our wider maths & English offer

Our maths & English qualifications underpin our apprenticeships and technical qualifications. They build learners’ confidence with the core skills required for employment, including the capacity to problem solve and use technology effectively. They are also key to triggering conditions of funding.

Find out more

Customer Service (5530)