Level 2 Diploma in Customer Service (QCF)

Level 2 Diploma in Customer Service (QCF)

The Level 2 Diploma in Customer Service (QCF) will develop knowledge and skills in key areas such as customer service, communication, understanding customers, employer organisations, and managing own performance and development.

This qualification is aimed at those already working in a wide variety of customer service settings such as hotels, banks, contact centres, restaurants and retail outlets.

This qualification is available through employers and training providers.

Why deliver this qualification

Customer Service impacts on all occupational sectors. The Level 2 Diploma in Customer Service (QCF) can be embedded in a company’s normal training and development process.

The Level 2 Diploma in Customer Service (QCF) is designed to be assessed in the workplace so candidates don’t need to spend lots of time away from their work to undertake the qualification, which also helps to minimise costs.

This qualification offers centres flexibility and choice because of the comprehensive range of optional Units.

Learners can progress to a range of courses at a higher level including the Level 3 Diploma in Customer Service (QCF), allowing centres to retain or build student numbers.

As the Level 2 Diploma in Customer Service (QCF) is a qualification where evidence has to be generated in the workplace, it is likely to be offered to candidates in a work role.

Who does this qualification suit

The Level 2 Diploma in Customer Service (QCF) is suitable for a wide range of candidates in employment who wish to enhance their career prospects.

This qualification is aimed at those already working in a wide variety of customer service settings such as hotels, banks, contact centres, restaurants and retail outlets.


As with all SQA qualifications, entry is at the discretion of the centre. However, learners should be 16 years of age or over and in a job role that will enable them to generate the evidence required for the competence-based Units of this Diploma.


This qualification provides learners with a mix of relevant practical skills and knowledge which will enable them to follow a career in customer service and/or undertake further study.


Centres with devolved authority for approval should use their own internal approval process.

Centres without devolved authority will have to come forward for approval and should contact SQA’s Business Development Team for guidance.

Assessors and verifiers must be able to meet SQA’s general requirements for technical/occupational competence as outlined in the Guide to Approval.

How to assess

This qualification will be assessed on the job by qualified assessors. Evidence of occupational competence should be generated and collected through performance in the workplace or under workplace conditions. This includes the knowledge-based Learning Outcomes and Assessment Criteria of the competence Units.

The qualification assesses key skills and knowledge people need to perform their job role effectively and are based on the National Occupational Standards (NOS) for Customer Service. This means that someone achieving this Diploma is able to prove they have the skills and knowledge to do the job to the standard of competence defined nationally by the industry. Observation of performance can be supplemented by other types of evidence, such as witness testimony, personal statements, products of work, questioning.

Where simulation is used for Customer Service Units at QCF Level 2 and above, it should be used sparingly and should only form a small part of the evidence for the qualification. Evidence may be produced through simulation solely in exceptional circumstances, ie situations that are not naturally or readily occurring, such as response to emergencies.

Simulation must be undertaken in a ‘realistic working environment’ (RWE). An RWE is ‘an environment which replicates the key characteristics in which the skill to be assessed is normally employed’. It must provide conditions the same as the normal day-to-day working environment, with a similar range of demands, pressures and requirements for cost-effective working. Guidelines for using RWE are outlined in the Skills CFA Assessment Strategy, which can be downloaded from this page.

Qualification content and delivery tools

Qualification Structure

Level 2 Diploma in Customer Service (QCF)

Group Award code: GJ9F 60 (45 QCF credit points)
Ofqual Code: 601/4213/3

The qualification requires the learner to complete mandatory and optional Units. However, it is designed to be flexible, meaning learners can gain the qualification at their own pace.

The Level 2 Diploma in Customer Service (QCF) consists of 5 mandatory Units (19 QCF credit points) and optional Units totalling a minimum of 26 QCF credit points.  A minimum of 45 credit points must be achieved at level 2 or above.

For information on the structure of this qualification, please refer to the Qualification Structure (100 KB).

Unit Specifications and Assessment Guidance

Unit Specifications and Assessment Guidance for these qualifications are available on SQA's secure website. These are available from your centre's SQA Co-ordinator. For further information, please contact mycentre@sqa.org.uk.

Assessment Strategy

The qualification is governed by the Council for Administration’s Assessment Strategy. The Assessment Strategy details the requirements for external quality control, evidence, approaches to workplace performance, and expertise for assessors and verifiers.

For further information on the assessment of this qualification and the occupational requirements of assessors and verifiers, please refer to the Assessment Strategy (147 KB).

Learner Guidance and Portfolio

Level 1 Certificate and Levels 2, 3 and 4 Diploma in Customer Service (738 KB)