There are no fees for this course as the College has secured funding and has agreed to waive all fees. Therefore, there is no charge to either you or your employer.

Please note that when you enrol on this course, you will be expected to complete the programme of study within the allocated timescales. Should you not complete the course in full, you will be required to pay a fee to cover registration, administration fees and learning material costs.

Course Overview

The NCFE Level 2 Certificate in Principles of Customer Service will provide you with a thorough understanding of all aspects of customer service in a range of different environments. You will gain a wide range of knowledge in how to provide effective customer service and how to fully understand an organisation’s need for customer service. You will learn how to manage information and supporting events. This course is available to study online or paper-based.

Course Structure

The course comprises three assessments covering seven units:

Part A

Unit 1 - Principles of Customer Service and Delivery:

  • Understand customer service
  • Understand how legal and ethical requirements relate to customer service
  • Understand how to deliver effective customer service
  • Understand the management of customer service information
  • Understand customer service delivery
  • Understand the relationship between customer service and a brand.

Unit 2 - Understand Customers:

  • Understand different types of customers
  • Understand the value of customers.

Part B

Unit 3 - Understand Employer Organisations:

  • Understand organisational structures
  • Understand the organisational environment.

Unit 4 - Understand How to Communicate with Customers:

  • Understand how to communicate verbally with customers
  • Understand how to communicate with customers in writing.

Part C

Unit 5 - Understand How to Handle Customer Information:

  • Understand how to process customer information
  • Understand the customer service handover process.

Unit 6 - Understand How to Resolve Problems and Deliver Customer Service to Challenging Customers:

  • Understand the delivery of customer service to challenging customers
  • Understand the resolution of customer service problems.

Unit 7 - Understand How to Develop Customer Relationships:

  • Understand how to develop customer relationships
  • Understand how to exceed customer expectations
  • Understand how to support customer service improvements.

Entry Requirements

employer (eg your line manager, training and development or personnel department). Employers can then register you by completing a standard Booking Form (terms and conditions apply), which can be provided on request. You can register as an individual and are asked to email us. Induction onto the course can be done in groups, on request, at your place of employment or via post or email. Once enrolled on the course, paper-based students will receive their course material in the post via recorded delivery (unless these have already been received at a group induction).


Contact us:


Kirsty Redman – 01274 436491

Marcus Mottram – 01274 436133

William Caufield - 01274 433277


Email us: [email protected]

Like us: www.facebook.com/Bradford.College.Distance.Learning

Visit us: www.bradfordcollege.ac.uk/study/distance-learning

How Will I Learn?

You must complete all assessments in the agreed timescales and submit these for marking by our team of qualified tutors. If your course is paper-based these are sent to us in the post or can be typed up and emailed. If you are studying online these are submitted electronically direct to your tutor.  Your tutor will then provide you with feedback along with advice and guidance to help you successfully complete the course.  There is also support available from the office team.

Upon successful completion of two assessments you will be awarded the NCFE Level 2 Certificate in Principles of Customer Service.


Benefits to you:

  • A clear understanding of responsibilities
  • Development of new skills
  • Recognition of existing skills
  • Opportunities to improve current service
  • Helps to progress your career
  • You will gain a nationally recognised qualification.

Advantages to your employer:

  • Staff feel more confident in their role
  • Staff are kept up to date with current policies, procedures and legislation
  • Staff gain a nationally recognised qualification.

Information, Advice and Support

Careers Guidance

Help with choosing the right course and with thinking about where this might take you in the future.
Email: [email protected]

Student Finance

Money matters - you may be entitled to financial support whilst you study.
Tel: 01274 088349.
Email: [email protected]

Learning Support

Support for applicants with a learning difficulty, disability, illness or other learning need.
Tel: 01274 088344
Email: [email protected]

For all other queries call 01274 088088

Tuition Fees

If you are aged 19+ and studying a Further Education Course at Bradford College, you may have to pay course fees. Course fees are dependent on the number of hours and which course is being taken. Actual costs can be obtained from our team.
Email: [email protected].