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Qualification details

Edexcel Level 2 BTEC Certificate in Customer Service

Qualification summary

This qualification is designed for those who have frequent direct contact with customers as part of their job role. Learners will have the opportunity to develop their knowledge and understanding of customer service. Learners will gain an understanding of what customer service means, how to satisfy customers and how customer service delivery contributes to an organisation’s reputation. Learners will also gain an appreciation of the rules which affect customer service delivery such as legislation and internal organisational procedures. This qualification is assessed through a singe on-screen test. It has been approved as a technical certificate on the Customer Service Apprenticeship framework.

Qualification details

500/3937/4
EDEXCEL - Edexcel Limited
2
VRQ - Vocationally-Related Qualification
Accreditation start date:
01/05/2008
Operational start date in centres:
01/05/2008
Accreditation end date:
30/04/2010
Certification end date:
30/04/2012
For information on the approval of qualifications for funding in England, Wales and Northern Ireland, see the links to DCSF, DIUS, DCELLS, DELNI and DENI below.

When undertaking a qualification that does not appear on the governments' lists as eligible for funding for specific age ranges, users must be aware of legal requirements. Not all qualifications are suitable for all age ranges.
For further information on 14-19 qualifications offered in England, please refer to the DCSF Section 96 website.

For further information on 19+ qualifications offered in England, please refer to the DIUS Section 97 website.
For further information on Wales, visit the DCELLS website.
For further information on Northern Ireland, visit the DELNI and DENI websites.
English
This qualification is approved as a technical certificate on the Apprenticeship framework. Learners completing this qualification could progress to other Level 2 vocational qualifications such as the Level 2 BTEC First Certificate/Diploma in Business, or to the Level 2 NVQ in Customer Service; to Level 3 qualifications such as the Level 3 BTEC National Certificate/Diploma in Business or the Level 3 NVQ in Customer Service; they could also progress to employment, to work in suitable customer service roles eg sales/retail staff, staff working on service desks or call centre staff.
No specific job occupation
  • 15 Business, Administration and Law
    • 15.2  Administration
80
80
Pass
Multiple Choice Examination
Both units will be assessed through one computer-based multiple-choice test. This test will holistically assess the underpinning knowledge and understanding of the core units of the Level 2 NVQ in Customer Service.
View Performance Measures Here
This qualification will consist of two mandatory units.
  • T/501/5890 - Understanding Customer Service
  • A/501/5891 - Understanding the Rules for Customer Service