NCFE Level 2 Diploma in
Customer Service.

Your Qualification.

Search

Please enter your search term below

DROP-IN OPEN DAYS

17th July 2024
7th August 2024 

2 Priory Road, Dudley, West Midlands DY1 1HH  | 3pm to 8pm

Lanchard House, Victoria Street, West Bromwich, B70 8ER | 12pm to 5pm

Please note these are drop-in sessions so no need to book.

Course overview

STEP UP YOUR SKILLSET.

Gain new skills and improve your life choices with SCL. Our courses offer alternative pathways for 16-18 year-olds in a highly supportive environment.

NCFE LEVEL 2 DIPLOMA IN CUSTOMER SERVICE

WHY US?

  • 1-2-1 career advice
  • Smaller classes
  • Enrolling Aug to Oct, secure your place now
  • Access to further education, employment and Apprenticeships
  • Eligible bursaries and travel Support
  • Career progression assistance

SPECIALISED SUPPORT

  • Mentoring support
  • Life skills
  • Social awareness

AWARDING BODY:

NCFE

COURSE TYPE:

Blend of Face to Face and Online

DURATION:

1-year

ENTRY REQUIREMENTS:

We recommend you have four GCSEs at grade E/2 or above, one being in English or Maths, to be best suited for this programme. You may also hold a relevant Level 1 qualification, plus an ability to operate at Level 1 in either English or Maths.

AGE:

For 16–18-year-olds. Learners aged 19+ may be eligible for funding if they have an EHCP.

COST:

The cost of tuition is fully funded for 16- to 18-year-olds. Bursary/financial support is available for those eligible. Refer to the SCL Bursary Policy for further details.

REGISTER INTEREST
YOUR PROGRAMME
WORK EXPERIENCE
PROGRESSION ROUTES
INFORMATION, ADVICE & GUIDANCE

This qualification is suitable for learners aged 16 and above. This qualification is designed for those working in a customer service related role, or those who would like to develop knowledge of this area prior to commencing employment.

 

MANDATORY UNITS:

Deliver Customer Service
Understand Customers
Principles of Customer Service
Understand Employer Organisations
Manage Personal Performance and Development

 

OPTIONAL UNITS:

Communicate Verbally With Customers
Communicate With Customers in Writing
Deal With Incoming Telephone Calls From Customers
Make Telephone Calls to Customers
Promote Additional Products and/or Services to Customers
Process Information About Customers
Exceed Customer Expectations
Deliver Customer Service Whilst Working on Customers’ Premises
Carry Out Customer Service Handovers
Resolve Customer Service Problems
Deliver Customer Service to Challenging Customers
Develop Customer Relationships

Support Customer Service Improvements
Support Customers Through Real-Time Online Customer Service
Use Social Media to Deliver Customer Service
Resolve Customers’ Complaints
Gather, Analyse and Interpret Customer Feedback
Support Customers Using Self-Service Equipment
Provide Post-Transaction Customer Service
Health and Safety Procedures in the Workplace
Manage Diary Systems
Provide Reception Services
Contribute to the Organisation of an Event
Buddy a Colleague to Develop Their Skills
Employee Rights and Responsibilities
Develop Working Relationships With Colleagues
Principles of Equality and Diversity in the Workplace
Processing Sales Orders
Meeting Customers’ After Sales Needs
Handling Objections and Closing Sales
Deal With Incidents Through a Contact Centre
Carry Out Direct Sales Activities in a Contact Centre
Negotiate in a Business Environment
Bespoke Software

Throughout academic year (39 weeks) One full day 9:30 to 4:00pm and one-half day 9:30 to 12:30pm.

REGISTER INTEREST

WORK EXPERIENCE

We understand the difference that experiencing the real world of work can make to your achievement on your course and your ability to make good decisions for your future which is why, as part of your education programme, you will take part in a minimum of 24 hours’ of work experience. 

During your programme, you will receive opportunities to experience a range of careers which link directly to your qualification and also careers outside your subject area which might interest you, link to a hobby or subject you enjoyed at school so you can explore the world of work and where your education at SCL could lead! 

Participating in work experience allows you to enhance your personal development and knowledge of the sports industry or other industries you are interested in. 

You will gain insight into what it will be like to join the workforce, whilst developing your communication, IT, time management and team working skills which are valued by employers in every industry. 

By developing your skills and knowledge through work experience and direct engagement with employers, you will increase your opportunities to secure meaningful employment, an apprenticeship or progression to further study upon completion of your course. 

Further careers information, advice and guidance and support securing an appropriate work experience placement will be provided through our Careers Leader, our team of Progress Coaches and your Tutor. 

EMPLOYMENT

Upon successful completion of your study programme, you will receive information, support and guidance on a variety of aspects to support you in securing meaningful employment. This will form the basis of your tutorial sessions, in addition to the academic monitoring and target setting.

 

HIGHER EDUCATION (INCLUDING APPRENTICESHIPS)

Upon successful completion of your programme, you will be eligible to progress onto a relevant higher education degree programme.  Should you decide to combine further study with employment, you will be eligible for an apprenticeship within a relevant industry/sector job role.

INFORMATION, ADVICE & GUIDANCE

SCL are nationally accredited for information, advice and guidance and we are trained in these areas to help you with your development.

Our Careers Leader oversees our careers information, advice & guidance strategy. Each learner will receive impartial and relevant guidance to support a successful transition onto their next step of their professional journey, wherever that may be.

Our Careers Leader is dedicated to supporting you to understand your career options and how to get there. This is underpinned by a programme of work experience and continual development of work-ready and life skills.

 

PERSONAL DEVELOPMENT PROGRAMME

Our passionate team of Progress Coaches will deliver SCL’s Personal Development Programme, which will consist of a blend of group workshops and individual development meetings, aimed to add significant value to the progress and development of each learner.

The programme will include key themes such as morals and values, mental health awareness, healthy relationships, digital skills, and careers, and will form part of your timetable, with a scheduled 1.5 hours per week.

Your Personal Development Programme will allow you to stand out from the crowd. You will develop the behaviours, attitudes and values, inspired by sport, which are transferrable into the professional world, supporting you to receive the best possible opportunities for your future.

In addition, the Progress Coach team will support learners through an online ‘Essentials’ programme, aiming to grow their social awareness and develop them for success.

 

ENGLISH & MATHS

If you are yet to pass a qualification in English and/or maths prior to starting your programme with SCL, you will be required to study one or both alongside your qualification in sport.

We know that English and maths can be challenging and have invested in our services to help you overcome that challenge. Upon course completion, the skills you acquire will be evidenced by either a Functional Skills or a GCSE qualification.

YOUR PROGRAMME

This qualification is suitable for learners aged 16 and above. This qualification is designed for those working in a customer service related role, or those who would like to develop knowledge of this area prior to commencing employment.

 

MANDATORY UNITS:

Deliver Customer Service
Understand Customers
Principles of Customer Service
Understand Employer Organisations
Manage Personal Performance and Development

 

OPTIONAL UNITS:

Communicate Verbally With Customers
Communicate With Customers in Writing
Deal With Incoming Telephone Calls From Customers
Make Telephone Calls to Customers
Promote Additional Products and/or Services to Customers
Process Information About Customers
Exceed Customer Expectations
Deliver Customer Service Whilst Working on Customers’ Premises
Carry Out Customer Service Handovers
Resolve Customer Service Problems
Deliver Customer Service to Challenging Customers
Develop Customer Relationships

Support Customer Service Improvements
Support Customers Through Real-Time Online Customer Service
Use Social Media to Deliver Customer Service
Resolve Customers’ Complaints
Gather, Analyse and Interpret Customer Feedback
Support Customers Using Self-Service Equipment
Provide Post-Transaction Customer Service
Health and Safety Procedures in the Workplace
Manage Diary Systems
Provide Reception Services
Contribute to the Organisation of an Event
Buddy a Colleague to Develop Their Skills
Employee Rights and Responsibilities
Develop Working Relationships With Colleagues
Principles of Equality and Diversity in the Workplace
Processing Sales Orders
Meeting Customers’ After Sales Needs
Handling Objections and Closing Sales
Deal With Incidents Through a Contact Centre
Carry Out Direct Sales Activities in a Contact Centre
Negotiate in a Business Environment
Bespoke Software

Throughout academic year (39 weeks) One full day 9:30 to 4:00pm and one-half day 9:30 to 12:30pm.

REGISTER INTEREST
WORK EXPERIENCE

WORK EXPERIENCE

We understand the difference that experiencing the real world of work can make to your achievement on your course and your ability to make good decisions for your future which is why, as part of your education programme, you will take part in a minimum of 24 hours’ of work experience. 

During your programme, you will receive opportunities to experience a range of careers which link directly to your qualification and also careers outside your subject area which might interest you, link to a hobby or subject you enjoyed at school so you can explore the world of work and where your education at SCL could lead! 

Participating in work experience allows you to enhance your personal development and knowledge of the sports industry or other industries you are interested in. 

You will gain insight into what it will be like to join the workforce, whilst developing your communication, IT, time management and team working skills which are valued by employers in every industry. 

By developing your skills and knowledge through work experience and direct engagement with employers, you will increase your opportunities to secure meaningful employment, an apprenticeship or progression to further study upon completion of your course. 

Further careers information, advice and guidance and support securing an appropriate work experience placement will be provided through our Careers Leader, our team of Progress Coaches and your Tutor. 

PROGRESSION ROUTES

EMPLOYMENT

Upon successful completion of your study programme, you will receive information, support and guidance on a variety of aspects to support you in securing meaningful employment. This will form the basis of your tutorial sessions, in addition to the academic monitoring and target setting.

 

HIGHER EDUCATION (INCLUDING APPRENTICESHIPS)

Upon successful completion of your programme, you will be eligible to progress onto a relevant higher education degree programme.  Should you decide to combine further study with employment, you will be eligible for an apprenticeship within a relevant industry/sector job role.

INFORMATION, ADVICE & GUIDANCE

INFORMATION, ADVICE & GUIDANCE

SCL are nationally accredited for information, advice and guidance and we are trained in these areas to help you with your development.

Our Careers Leader oversees our careers information, advice & guidance strategy. Each learner will receive impartial and relevant guidance to support a successful transition onto their next step of their professional journey, wherever that may be.

Our Careers Leader is dedicated to supporting you to understand your career options and how to get there. This is underpinned by a programme of work experience and continual development of work-ready and life skills.

 

PERSONAL DEVELOPMENT PROGRAMME

Our passionate team of Progress Coaches will deliver SCL’s Personal Development Programme, which will consist of a blend of group workshops and individual development meetings, aimed to add significant value to the progress and development of each learner.

The programme will include key themes such as morals and values, mental health awareness, healthy relationships, digital skills, and careers, and will form part of your timetable, with a scheduled 1.5 hours per week.

Your Personal Development Programme will allow you to stand out from the crowd. You will develop the behaviours, attitudes and values, inspired by sport, which are transferrable into the professional world, supporting you to receive the best possible opportunities for your future.

In addition, the Progress Coach team will support learners through an online ‘Essentials’ programme, aiming to grow their social awareness and develop them for success.

 

ENGLISH & MATHS

If you are yet to pass a qualification in English and/or maths prior to starting your programme with SCL, you will be required to study one or both alongside your qualification in sport.

We know that English and maths can be challenging and have invested in our services to help you overcome that challenge. Upon course completion, the skills you acquire will be evidenced by either a Functional Skills or a GCSE qualification.

EXPERIENCE EDUCATION

All our programmes help you unlock your potential and are developed, and quality assured to set you on a path to a future career.

DEDICATED SUPPORT

Your dedicated tutor, progress coach and our support teams are dedicated to you and your development at SCL.

SPECIALIST ENGLISH & MATHS

A dedicated team of specialists will support you if you are required to work towards these qualifications as part of your programme.

THE SCL WAY

Our sport centred learning approach is based on the principles of sport, with a focus on how we engage and motivate you and develop you academically, mentally and physically.

INNOVATIVE LEARNING

We use Microsoft Teams to engage with learners, collaborate effectively and communicate efficiently.

YOUR WELLBEING

We maintain an ethos and culture where you feel safe, feel comfortable to talk and know you will be heard.

EXIT ROUTES

Our programmes are unique and are developed to put you on track to a career.

EMPLOYABILITY & WORK EXPERIENCE

We focus on giving you the experience and skills as part of your programme with SCL to secure future employment on your career journey.

INSPIRATIONAL CENTRES

At our centres you will always find a warm welcome and an inclusive and supportive learning environment.

We are there to support every step of the way.

95% of SCL learners feel confident about doing their course.