Diploma in Customer Service
Assessment guidance and evidence requirements has been developed by a Joint Awarding Body Working Group led by Innovate Awarding to support the delivery and assessment of this qualification. This document should be read in conjunction with the unit standards. The guidance can be downloaded from our Exchange portal here.
Assessment Requirements Portfolio of Evidence
This qualification is internally assessed and internally quality assured by Centre staff and externally quality assured by Innovate Awarding External Quality Advisors (EQAs).
Aims and Objectives of the Qualification
This qualification is designed for those who have or will have frequent contact with customers as part of their job role and responsibility. It is designed to develop learners' knowledge, understanding and skills to work effectively in a customer service role and equips them to enter in to employment in a customer service role.
The units incorporate recognised customer service terminology and cover up to date techniques and mediums for the delivery of customer service, including online services and social media. Employers have been consulted throughout the development to ensure the content of the qualification is full and relevant to ensure learners are occupationally competent in the workplace.
There are no formal entry requirements for this qualification.
This qualification is suitable for those who work within a number of industries and job roles. It provides Learners with an opportunity to demonstrate their competence and knowledge in a wide range of job roles.
Learners who achieve this qualification could progress into or within employment in a number of customer service roles and/or continue their study in this or other areas. Learners who complete this qualification may go on to further study in related areas such as:
- Level 3 Diploma in Customer Service
- Level 2 Diploma in Team Leading
For details on eligibility for government funding please refer to the following websites:
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