Course Code: TM1FE051 Customer Service Practitioners - Level 2 Next course dates Start dateLocationDuration 24 Apr 2025 Bispham Campus 5 Weeks Apply now Overview Is this course for me? What will I learn? Key information Where could this course take me? Course SummaryThe Pearson BTEC Level 2 Certificate for Customer Service Practitioners is for students who are working in, or who are intending to work in, a customer service role. The qualification will help students to develop and apply the technical and behavioural knowledge and understanding required to become competent and successful in a customer service job role. You will learn the key skills and behaviours required to deliver excellent customer service in a wide range of business scenarios from dealing with customers over the phone to handling complaints. You will also learn about how different types of customer interact with organisations, what expectations they have and how important reputation and customer satisfaction is to overall business success. The programme also covers various legislation and regulation affecting customer service and how this needs to be applied in a customer service context. The course may be free, depending on your circumstances, and you could also access a range of financial support – including help with childcare. To check the eligibility criteria for more information, click here. Steps to Employment This course part of a series of five courses that you can study individually or as a group. If you complete all the courses, this would significantly enhance your prospects for employment in any business. The other courses include: Business Administration (Level 2) Team Leadership (Level 2) Digital Promotion for Business – Level 2 Entry Requirements This programme is for adults aged 19 and over who are seeking to gain qualifications within the fundamentals of business. You will also need to complete a basic entry assessment, and we will invite you to have an informal discussion with the Course Tutor. Qualification ObtainedBTEC Certificate for Customer Service Practitioners Industry Placement and Field TripsIndustry placement and field trips are not relevant to this course. Learning and Teaching Methods The objectives of this qualification are to: develop the technical knowledge and understanding that underpins competence in a customer service job role develop and demonstrate a range of transferable skills and professional behaviours and attributes in the work environment develop and demonstrate a range of technical skills to carry out their job role successfully in the work environment achieve a nationally recognised Level 2 qualification develop personal growth and engagement in learning. The Level 2 Certificate in Customer Service Principles course lasts seven weeks and will take place during the daytime, currently scheduled across two days (Monday and Wednesday). This course is designed for adults (19+) who wish to upskill to gain employment within the business or events sector. The course also includes three hours per week e-learning for students to complete in College or remotely. We recognise that all students learn differently and for some it may be a return to the classroom following a break from formal learning. Our tutors work with you to ensure that their teaching methods support the way that you like to learn. This course is delivered in a blended approach by expert tutors, this will include a combination of face to face (onsite) and remote (virtual) sessions. Additionally, you will work collaboratively with your peers in group work, presentations and within practical sessions. There is also dedicated individual/self-study time on your course which needs to be supported by your own study out of the classroom sessions. Expert Tutors All staff involved in the delivery of further education courses within the College are approved to teach the subjects and modules they deliver. The approval process ensures that staff delivering a given programme are appropriately qualified and, where appropriate, possess relevant technical and industrial experience and professional practice. Modules The objectives of this qualification are to: develop the technical knowledge and understanding that underpins competence in a customer service job role develop and demonstrate a range of transferable skills and professional behaviours and attributes in the work environment develop and demonstrate a range of technical skills to carry out their job role successfully in the work environment achieve a nationally recognised Level 2 qualification develop personal growth and engagement in learning. Industry placement and field trips Industry placement and field trips are not relevant to this course. Learning and Teaching Methods The Level 2 Certificate in Customer Service Principles course lasts seven weeks and will take place during the daytime, currently scheduled across two days (Monday and Wednesday). This course is designed for adults (19+) who wish to upskill to gain employment within the business or events sector. The course also includes three hours per week e-learning for students to complete in College or remotely. We recognise that all students learn differently and for some it may be a return to the classroom following a break from formal learning. Our tutors work with you to ensure that their teaching methods support the way that you like to learn. This course is delivered in a blended approach by expert tutors, this will include a combination of face to face (onsite) and remote (virtual) sessions. Additionally, you will work collaboratively with your peers in group work, presentations and within practical sessions. There is also dedicated individual/self-study time on your course which needs to be supported by your own study out of the classroom sessions, including Other Costs and Equipment NeededAll students will be expected to provide their own stationery, to include: pens, notepad and an A4 folder. Replacement ID badges will be at a cost of £3 or £8 if incorporated with a bus pass. For photocopying, students are provided with the first 80 black and white free of charge. Any additional copies for black and white are charged at 4p per copy. An extra curricula calendar will be made available at the start of the academic year. There will be a wide variety of opportunities for participation, however, these are not mandatory. The costs will vary according to activity and will be available to you at sign up. Tuition fees You may be eligible for the advanced learner loan to fund your studies. You may also be eligible for different financial support for 19+ which include help with childcare. To check the eligibility criteria please look on the following link. Regulation and Accreditation Accrediting Institution: N/A Awarding Body: Pearson Regulatory Body: Ofsted Terms and Conditions Read our full terms and conditions for more information. Career Options and Progression Successful completion of the STEPS study package will allow you to enrol onto one off our adult Level 3 Programmes: • Level 3 Foundation Diploma in Business 19+ • Level 3 Extended Certificate in Business 19+ • Level 3 Certificate in Principles of Business Administration • Level 3 Diploma for Business Managers With the additional year studying a Level 3 qualification, you may then be eligible to progress into Higher Education. Equally, many students also progress into employment after their studies.