Qualifications Database

In this section search, view and download the occupational standards.

Customer Service Level 2 (NVQ)

Who the qualification is for

The NVQ in Customer Service Level 2 is for individuals whose customer service role requires well developed behavioural competence, but whose scope for independent decision making and for bringing about change is limited. They are likely to be in roles where for example they:

  • Work within rules and regulations of their organizations;
  • Work with others to overcome problems and to support customer service improvements
  • Need to communicate in a confident way
  • Have a developing knowledge about their organisation’s products and services

To meet the level 2 Standards for qualification purposes individuals will need to demonstrate that they can:

  • Use well developed behavioural skills
  • Develop relationships with customers
  • Contribute to a safe and secure working environment
  • Work well with others
  • Deliver reliable customer service
  • Resolve customer service problems, both proactively and reactively

and they have the option to demonstrate that they can:

  • Work with change by supporting customer service improvements
  • Develop their personal performance
  • Promote additional products and services
  • Process customer information

They must choose to demonstrate competence in at least one of these optional areas.


Relevant occupations include:

  • Customer Service Representative
  • Receptionist
  • Marketing Clerk
  • Sales Associate
  • Insurance Clerk
  • Bank Teller

This list is not exhaustive and only serves to illustrate the breadth of the qualification.