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IQ Level 2 Certificate in Customer Service (QCF) (CERT. ONLY)


Qualification Number 600/6056/6
Title IQ Level 2 Certificate in Customer Service (QCF) (CERT. ONLY)
Category National
Sector General Skills | Hospitality & Tourism | Business & Administration
Operational Start Date 01/08/2012
Operational End Date 31/08/2014
Total Units 2 Min Credit 13
Min Guided Learning Hours 115 Max Guided Learning Hours
Min Age From 14 Min Age To 100

Registration Fee : £30.00

This is the administrative fee that IQ charges centres to register a learner on this qualification, and NOT a training fee. All fees include registration, certification and postage (international delivery rates may apply).

Qualification Purpose

About this Qualification

Important Update: This qualification was withdrawn on the 31/08/2014 and replaced with the new combined qualification IQ Level 2 Diploma in Customer Service (QCF) from 01/09/2014.

  • the last date for registrations was the 31/08/2014
  • the last date for certifications will be 31/08/2016
  • if your centre was only approved to offer this qualification and not the NVQ, you will have to apply to be approved to offer the new combined qualification


Detail of the new qualification can be found here.

The IQ Level 2 Certificate in Customer Service (QCF) is a qualification aimed at those individuals who intend to develop their knowledge and understanding of customer service. It is suitable for individuals working or intending to work in a customer service role. It covers the delivery of effective customer service and supporting the customer service environment. The qualification is generic in nature and therefore relevant to a variety of customer service and associated roles. Objectives of the qualification include preparing learners to progress to a qualification in the same subject area but at a higher level or requiring more specific knowledge, skills and understanding, meeting relevant programmes of learning, preparing learners for employment and supporting a role in the workplace.

This qualification forms the knowledge component of the Intermediate Apprenticeship in Customer Service.


Learners who achieve this qualification can progress to the IQ Level 2 NVQ Certificate in Customer Service (QCF) which forms the competence component of the apprenticeship, or to a variety of other knowledge-based qualifications including the Level 3 Certificate in Customer Service (QCF).

Take this Qualification

If you are interested in taking this qualification and would like to find your nearest IQ centre, please give us a call on 01952 457 452 and a member of our team will be happy to help.


To achieve this qualification, learners must achieve 13 credits from the 2 mandatory units.

IQ Level 2 Certificate in Customer Service (QCF) (CERT. ONLY)
Mandatory UnitsMinimum Units:2
 Minimum Credits:13
 J/600/1003Delivery of effective customer service2650
 J/600/0658Supporting the customer service environment2765


Both of the units in this qualification are knowledge-based and assessed by portfolio (internally set and marked and quality assured by IQ). An Achievement Record for this qualification which includes the forms necessary to map and claim knowledge is available to download from the IQ website. All assessment criteria must be met and mapped and the location of the evidence must be indicated in the achievement record.

This qualification is not graded, successful learners achieve a pass.

All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge and understanding, these can be assessed by a variety of methods including:

  • Question and answer test
  • Multiple choice questions
  • Question and answer verbal (ensure records are kept)
  • Essay
  • Other

Learner Entry Requirements

There are no formal entry requirements. However, learners should be able to work at level 1 or above and be proficient in the use of English Language.

Tutor Requirements

All trainers delivering this qualification must be sector competent and possess relevant knowledge up to at least the level of this qualification.

Centre Requirements



Downloadable Resources