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L2 NVQ Certificate in Customer Service

This qualification expired on 31st August 2014. 

It has been replaced by a new single ‘combined’ knowledge and competency IMI qualification IMI Level 2 Diploma in Customer Service (QCF) I.D. No 601/3456/2 on 1st September 2014.   This means that the new qualification incorporates both knowledge and the competence within the same qualification.

The ‘combined’ qualification has therefore also replaced the current NVQ and VRQ/technical certificate within the respective apprenticeship frameworks at Levels 2 and 3 in England, Wales and Northern Ireland, as well as acting as a standalone qualification.

Who is it suitable for?

The purpose and aim of this NVQ is to provide practising customer service professionals with the opportunity to review their approach to customer service (what they do and how they do it), with the aim of raising their customer service performance for the future.


The NVQ is based around five key themes:

  • Customer Service Foundations

    Know, understand and apply the language and concepts of customer service
  • Impression and Image

    Build, maintain and develop customer relationships
  • Delivery

    Meet or exceed customer expectations during customer service delivery
  • Handling Problems

    Maintain customer loyalty by handling customer service problems effectively
  • Development and Improvement

    Develop activities and approaches that identify and deliver improvements to customer service

These themes are provided as units, most of which are optional, therefore providing candidates with the flexibility to select functions which best fit their job role.


For some learners this qualification could prepare them for progression to further learning and training. For others, this qualification could also provide a useful recognition of their practical skills and knowledge, to aid their step from one job role to another.


IMI will adhere to the assessment strategy as set by the Institute of Customer Service.

Want to know more?

Please contact an IMI approved centre.

View this qualification on the Register of Regulated Qualifications