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IQ Level 2 Diploma in Customer Service (QCF)


Qualification Number 601/3618/2
Title IQ Level 2 Diploma in Customer Service (QCF)
Category National
Sector General Skills | Business & Administration
Operational Start Date 01/09/2014
Operational End Date 31/08/2017
Total Units 39 Min Credit 45
Min Guided Learning Hours 245 Max Guided Learning Hours 305
Min Age From 16 Min Age To 100

Qualification Fee : £50.00

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

The New IQ Level 2 Diploma in Customer Service (QCF) will be available from September 2014.

This qualification will replace both the IQ Level 2 NVQ Certificate in Customer Service (QCF) and the IQ Level 2 Certificate in Customer Service (QCF) , therefore:

  • the last date for registrations for both the IQ Level 2 NVQ Certificate in Customer Service (QCF) and the IQ Level 2 Certificate in Customer Service (QCF) will be 31/08/2014
  • the last date for certifications for both qualifications will be 31/08/2016
  • if your centre is approved to offer only the NVQ or both the NVQ and the IQ Level 2 Certificate in Customer Service (QCF), you will automatically be approved to offer the new combined qualification
  • if your centre is only approved to offer the IQ Level 2 Certificate in Customer Service (QCF), you will have to apply to be approved to offer the new combined qualification


Please be advised that the majority of the units within the new qualification do not feature in the current qualifications, but they do cover a similar range of content. The specification for the new qualification will be available on the IQ website. However, the information below outlines the scope of the new units, all of which can be viewed by searching for the unit numbers using the ‘Register of Qualifications’ at


The IQ Level 2 Diploma in Customer Service (QCF) is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge, understanding and competence of working in customer service. The qualification is generic, so it is suitable for individuals working or with access to work in a variety of roles in which customer service is a major component.

In the mandatory units, all learners will cover the essentials of delivering customer service, understanding customers, employer organisations and managing personal performance and development. There are a range of optional units allowing learners scope to choose those areas most relevant to them, including but not limited to: verbal, telephone, written and real-time online communication with customers, processing customer information, exceeding expectations, resolving customer service problems and complaints, relationships, handovers, service improvements, negotiation, contact centres, buddying colleagues, social media, health and safety, employee rights and responsibilities, equality and diversity in the workplace, promoting products and services, self-service equipment, diary systems, events, analysing customer feedback, reception services, working on customers’ premises, software, processing sales orders, post-transaction customer service, after sales needs, handling objections and closing sales. The majority of the units are competence-based but there are also knowledge-based units. 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 is the combined component of the Intermediate Apprenticeship in Customer Service.


Learners who achieve this qualification can progress to the Level 3 Diploma in Customer Service (QCF) using credits already achieved as there is an overlap of units. They can also progress to a variety of other apprenticeship qualifications including the IQ IAM Level 2 Diploma in Team Leading (QCF) and the IQ IAM Level 2 Diploma in Business Administration (QCF).


15.2 Administration.

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 complete a minimum of 45 credits: 19 credits from the Mandatory Group, a minimum of 3 credits from Optional Group A and a minimum of 16 credits from Optional Group B. A maximum of 7 credits can come from Optional Group C.

IQ Level 2 Diploma in Customer Service (QCF)
Mandatory GroupMinimum Units:5
 Minimum Credits:19
 A/506/2130Deliver customer service2527
 L/506/1788Manage personal performance and development2418
 J/506/2132Principles of customer service2434
 F/506/2131Understand customers2217
 A/506/1964Understand employer organisations2440
Optional Group AMinimum Units:1
 Minimum Credits:3
 D/506/2119Communicate verbally with customers2314
 T/506/2126Communicate with customers in writing2320
Optional Group BMinimum Units:4
 Minimum Credits:16
 T/506/2157Carry out customer service handovers2315
 H/506/2154Deal with incoming telephone calls from customers2316
 F/506/2159Deliver customer service to challenging customers2316
 T/506/2143Deliver customer service whilst working on customers’ premises2420
 Y/506/2149Develop customer relationships2318
 Y/506/2135Exceed customer expectations2315
 D/506/2170Gather, analyse and interpret customer feedback3524
 K/506/2155Make telephone calls to customers2316
 R/506/2134Process information about customers2314
 L/506/2133Promote additional products and/or services to customers2214
 K/506/2978Provide post-transaction customer service2522
 A/506/2158Resolve customer service problems2522
 R/506/2151Resolve customers’ complaints3422
 T/506/2160Support customer service improvements2312
 A/506/2161Support customers through real-time online customer service2315
 H/506/2977Support customers using self-service equipment2318
 J/506/2163Use social media to deliver customer service2318
Optional Group CMinimum Units:1
 Minimum Credits:0
 F/502/4396Bespoke Software2320
 M/506/1895Buddy a colleague to develop their skills2319
 L/503/0394Carry out direct sales activities in a contact centre2515
 L/506/1869Contribute to the organisation of an event2323
 K/503/0421Deal with incidents through a contact centre2740
 R/506/1789Develop working relationships with colleagues2319
 L/506/1905Employee rights and responsibilities2216
 M/502/8606Handling objections and closing sales2322
 T/505/4673Health and Safety Procedures in the Workplace2216
 L/506/1807Manage diary systems2212
 R/502/8601Meeting customers’ after sales needs2314
 H/506/1912Negotiate in a business environment3418
 J/506/1806Principles of equality and diversity in the workplace2210
 M/502/8587Processing sales orders2217
 H/506/1814Provide reception services2315


Assessment is 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 and competence is available to download from the IQ website. Holistic assessment, when appropriate, is encouraged; evidence for each assessment criterion must be clearly mapped.

Evidence for competence-based units in this qualification must demonstrate the learner’s consistent competence in the workplace. They must be met and assessed in line with the appropriate assessment strategy as indicated in the ‘Guidance on Delivery and Assessment’ section of the unit.

Knowledge-based units in this qualification 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


Many of the units in this qualification feature additional assessment guidance for some assessment criteria. The purpose of this is to clarify and define elements of the assessment criterion as required. Assessment guidance provided is for example purposes only and is not intended to be exhaustive.

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

Learner Entry Requirements

There are no formal entry requirements. However, learners should be able to work at level 1 or above or have equivalent work experience in the customer service area.

Tutor Requirements

All trainers delivering this qualification must meet the requirements as per the assessment strategies found at the end of this page:

Appendix A: Skills CFA Assessment Strategy Competence units (S/NVQ)

Appendix B: ITQ Assessment Strategy England, Wales and Northern Ireland

Appendix C: Skills CFA Assessment Strategy 2010 Sales Standards

Appendix D: Skills CfA Assessment Strategy Contact Centre Operations

Centre Requirements

Centres must be approved by IQ in order to offer this qualification.



Downloadable Resources