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This qualification provides the underpinning knowledge required by those working in a range of customer service roles. Learn how to carry out tasks such as managing information and supporting events.

The objectives of this qualification are to help students to:

  • develop essential knowledge of how to carry out customer service tasks, such as how to manage information and supporting events
  • know how to apply their knowledge in a variety of industries and job roles.

To be awarded the NCFE Level 2 Certificate in Principles of Customer Service students are required to successfully complete three mandatory units and four optional units.

Three mandatory units:

  • Unit 01 Principles of customer service and delivery
  • Unit 02 Understand customers
  • Unit 03 Understand employer organisations

Ten optional units include:

  • Unit 04 Understand how to communicate with customers
  • Unit 05 Understand how to communicate with customers using the telephone
  • Unit 06 Understand how to handle customer information
  • Unit 07 Understand how to deliver customer service online
  • Unit 08 Understand how to resolve problems and deliver customer service to challenging customers
  • Unit 09 Understand how to handle objections, promote additional products or services and close sales
  • Unit 10 Understand how to develop customer relationships
  • Unit 11 Understand how to process sales orders and provide post transaction customer service
  • Unit 12 Principles of equality and diversity in the workplace
  • Unit 13 Understand how to develop working relationships with colleagues

The course will take up to 25 weeks to complete and is available throughout the year enabling students to choose when they wish to study. Students are supported by a personal tutor on a one-to-one basis throughout their course.

Entry Requirements

You will be issued with an Induction Workbook during your first discussion with your tutor; this workbook will determine whether you are suitable for the course. Students are aged 19+ and have lived in the UK/EU for the last three years. A basic level of numeracy and literacy is required.

Ages 24+: Our L2 Distance Learning qualifications are free to EU/UK Nationals regardless of previous qualifications.

Ages 19 to 23 are eligible for free courses if they have already achieved a full L2 qualification or equivalent. Please contact us for clarification.

Ages 19 to 23 who have not already achieved a full L2 qualification may be subject to costs. Please contact us for clarification.


Basic computer skills to operate the Online Learning Platform.


NCFE Level 2 Certificate in Principles of Customer Service


Assessment are through successful completion of the end-of-module assessments. These assessments are tutor marked, internally moderated and then moderated by the awarding body.

Home Study

Study will be home-based and at the student's discretion within the timeframe stipulated by tutor.

Work Placement

Students do not have to be in current work in this sector.


NCFE Level 3 Certificate in Principles of Customer Service.

Fees and Additional Costs

Our Level 2 Distance Learning courses are available for FREE to UK/EU nationals aged 19 and over.

Additional Information

CL2PCUST 192001 Flexible start - £.00
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*Terms and conditions apply. The fees stated on this website are for guidance purposes only and should be checked before enrolment. Unless otherwise stated, fees shown are for tuition only, over one term (Community Learning courses) or one academic year. Where a course is longer than one academic year, the fees stated are for the first year, and the cost of the second or subsequent years will be discussed at interview. For details of fee remission for students over 19 click here. If you think you may be entitled to a concession or fee remission, or you would like more information on the additional costs associated with your chosen course, please contact us on 01635 845000 or email info@newbury-college.co.uk.

Course fee information




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