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Course overview

This new accredited course is intended for learners who have completed our Level 1 Award in Customer Service and want to continue their learning by progressing to a Level 2 Award.  The course would also be suitable if you have achieved a similar level 1 qualification or have relevant vocational experience.

The course will provide useful and relevant learning to help you develop your customer service skills and knowledge whether you already work in customer service or are currently seeking employment.

The course will cover topics including:

  • the characteristics of customers and their expectations
  • customer service practices and procedures
  • legislation and external regulations related to customer service
  • how to deal with customers’ queries, requests and problems

 By successfully completing this course, and by completing a portfolio of work, you will achieve an AIM Qualifications Level 2 Award in Customer Service.

Learners will need to be able to attend at least 80% of the sessions to complete the portfolio and individual tutorials will be offered during the course.

The course is taught in a relaxed and friendly atmosphere in a community venue with an experienced tutor.


Please be aware that the course will include work which simulates communication with customers, such as emails and business letters. You will need a level of English reading and writing skills equivalent to a minimum of level 1 to complete this qualification. Please contact us if you would like any additional information before registering for the course.

Session details

At the first session the tutor will give you more information about the course and what you will need to do to achieve the qualification.

Sessions will take place each Wednesdays, 09:30-14:30, for 12 weeks

Breaks will be offered during the session.


Eligibility criteria

Learners must be aged 19 or over from 1st August 2023.

Unfortunately you will not be eligible to enrol on this course if you live in Wolverhampton, Walsall, Sandwell, Dudley, Solihull or Birmingham.

The tutor will provide more information on eligibility to enrol on the course at the Information Session. 

The course is free if you are:

  • Unemployed
  • or you are employed and earn less than £20,319 annual gross salary

You will need to provide evidence of your income if you are employed and believe you are entitled to a free course. This could be a pay slip or contract of employment.

If you are employed, and earn more than £20,319 the course is part funded by the government and you will be required to make a contribution of £225.  We also operate a fee remission policy, so if you earn more than £20,319 per year but still cannot afford to pay for course you can apply for support. This may mean you get the course free. Please contact us if you would like to make an application.

Venue and accessibility

Hub on the Hill
104-106 Southgate, Sutton Hill, Telford TF7 4HG, UK
(formerly Sutton Hill Community Centre)

01952 898052


AIM Qualifications

What to Do Next

Towards the end of the course the tutor will talk to you about other learning opportunities. You can also search for more courses on Learn Telford which we regularly update with details of new courses throughout the year.

If you are looking for work or who want a change in career, we can offer you advice to guide you in the right direction and opportunities to gain qualifications in English and maths in Functional Skills up to Level 2.

For enquiries contact:

Opening Hours 9am to 5pm Monday to Friday

Telephone: 01952 382888

Email: support@learntelford.ac.uk

Learn Telford Telford & Wrekin Council Wellington Civic & Leisure Centre 2nd Floor Telford TF2 2FH