5E LtdCreating a brighter future through training and learning A not for profit organisation addressing
poverty and disadvantage

Level-2: Diploma in Customer Service

The Level 2 Diploma in Customer Service is for candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervisions or on their own, such as in a commercial customer service environment

Learners might be able to select various options based on their past achievements and work experience.
Please contact our administration team for more details 0208 808 6660
Intermediate Diploma in Customer Service – Framework Overview
Qualifications Awarding Body Level Credit Value
Level 2 Diploma in Customer Service City & Guilds 2 45
Functional Skills English City & Guilds 2 5
Functional Skills Maths City & Guilds 2 5
Title Awarding Body Unit Number Credit Value
Deliver Customer Service City & Guilds 201 30
Understand Customers City & Guilds 202 12
Principles of Customer Service City & Guilds 203 24
Understand Employer Organisations City & Guilds 204 24
Manage Personal Performance and Development City & Guilds 205 24
Communicate Verbally with Customers City & Guilds 206 24
Deal with Incoming Telephone Calls from Customers City & Guilds 208 18
Make Telephone Calls to Customers City & Guilds 209 18
Promote Additional Products and/or Services to Customers City & Guilds 210 20
Resolve Customer Service Problems City & Guilds 215 30
Develop Customer Relationships City & Guilds 217 20
Employee Rights and Responsibilities City & Guilds 228 20
Principles of Equality and Diversity in the Workplace City & Guilds 230 20
Meeting Customers’ After Sales Needs City & Guilds 232 20



Course Enquiry

Our Quality Marks


The Office for Standards in Education, Children's Services and Skills. The inspection and regulation of services that care for children and young people.

Investors in People Gold

Learner satisfaction and progress is only possible with a healthy staff team. For the 3rd time we have achieved this accolade and look forward to investing in your future

Apprenticeship Ambassador

Apprenticeships from Level 3 and above in Accountancy, IT, Business Admin, Customer Service, Leadership and Management.

Greenmark Quality

Our commitment to the environment has seen us consistently receive the Green mark Quality Mark as we minimise wastage of energy to protect our planet.

Matrix Standard

Matrix Standard is a unique quality standard for organisations to assess and measure their advice and support services, which ultimately supports individuals in their choice of career, learning, work and life goals

Our Funders