We are still accepting applications for September 2020 starts.

Our campuses remain closed for the foreseeable future 

Easter Closure and return to study

The College will be closed from Saturday 4th April to Tuesday 14th April (inclusive), there will be no work set for classroom based courses over this normal 2 week holiday period, however we will be returning to remote working on Wednesday 15th April for staff to continue to prepare online learning and resources.

UCC students and Apprentices will return to their online remote learning on Monday 20th April.

Further Education students will return to online remote learning on Wednesday 22nd April. This delay is to allow teaching staff to prepare materials for the next few weeks of online learning on Monday 20th and Tuesday 21st April.

Customer Service Levels 2 and 3

These qualifications set out the nationally recognised standards for providing quality service to both your internal and external customers. It covers a wide range of service to customer activities in different situations, some of which are complex or non-routine. Its aim is to assist your organisation in providing a continually improving service to your customers.

Who Is The Course Aimed At
  • Level 2 – For personnel who are customer service providers
  • Level 3 – For personnel who will become key customer service providers with responsibilities and independence to effect permanent improvements to the quality of service provided by their organisation.
Course Objectives/Key Benefits

Based on the current national standards and certificated through City & Guilds, this course provides candidates with a framework for demonstrating their competence as customer service providers and to encourage their continuing development in the industry field of quality service provision.

Course Content

Customer Service Levels 2 and 3 Course Content

  • Each candidate will work with an Assessor who will visit them in their place of work and assess their skills against criteria for the qualification they are working towards. The Assessor will aid the candidate with the construction of an E-portfolio and observe them within the working environment.
  • This programme is designed to be flexible and is tailored to meet individual requirements. The qualification should be completed within a year. If not achieved within the agreed timescales there may be additional costs.

Course outcome/qualification:

Level 2 or 3 Customer Service.

Pre-requisite Knowledge/Qualifications

No specific qualifications are necessary but candidates must be in the correct job role and at the correct level within their organisation to be able to achieve the qualification. A Training Needs Analysis can be done prior to enrolment to ensure commencement at the correct level.

Recommended Follow-up Courses

The Level 2 in Customer Service can be followed by a Level 3 or a Management qualification if the candidate becomes a supervisor or manager of personnel who are providing customer service.

Customer Service Levels 2 and 3
Course Outline: These qualifications set out the nationally recognised standards for providing quality customer service to both your internal and external customers
LevelLevel 2
Level 3
DurationFlexible – Contact us for dates
CampusColchester Institute
Start DateInduction will be arranged on a one-to-one basis
Fee(s)Price per delegate Level 2: £715+ VAT based on maximum of 6 assessment visits and 2 Internal Verifications + C&G registration and certification fee.
Price per delegate Level 3: £995 + VAT based on a maximum of 6 assessment visits and 2 Internal Verifications + C&G registration and certification fee.


All Fees and prices shown on the website are for courses starting in the 2019-20 academic year unless stated otherwise, and are correct at the time of entering/printing information, however these may be subject to change. The College cannot accept legal or financial liability as a result of any such changes.

The course information describes programmes offered by Colchester Institute. The College takes all reasonable steps to provide courses as described, but cannot guarantee provision. The information is for guidance and does not form any part of a contract.

The College reserves the right to update and amend information as and when necessary. Colchester Institute will do its best to provide the courses shown, but may have to modify or withdraw a course depending on customer demand and other factors.