The ILM Level 2 Award in Leadership and Team Skills (Customer & Quality Focus) is an internationally recognised UK qualification designed for professionals working in customer service, operations, and quality-driven roles.

This programme equips learners with the practical skills needed to meet customer expectations, deliver consistent service quality, and operate effectively within organisational and legal frameworks, while developing essential leadership capability in service environments.

Qualification Overview

This qualification focuses on the development of customer-focused leadership skills and operational effectiveness. Learners gain the knowledge and confidence to manage service delivery, support team performance, and ensure compliance with quality and organisational standards.

The programme is competency-based and highly practical, allowing learners to apply new skills directly in their day-to-day roles.

Highlighted Units

Meeting Customer Needs

Develops the ability to identify customer expectations, manage service delivery, and improve customer satisfaction.

Working Within Organisational and Legal Guidelines

Covers key organisational policies, legal responsibilities, and compliance requirements in the workplace.

Providing Quality to Customers

Focuses on quality standards, service consistency, and continuous improvement in customer-facing roles.

Understanding Change in the Workplace

Builds awareness of workplace change and equips learners to respond positively and effectively.

Workplace Records and Information Systems

Introduces effective management of workplace records, data, and information systems to support service quality.

Leading Your Work Team

Strengthens leadership skills required to guide teams, allocate work, and support performance in service environments.

Who Should Enrol?

This qualification is ideal for:

• Frontline staff

• Customer service supervisors

• Operations and service teams

• Quality-focused roles

• Employees preparing for supervisory responsibilities

Key Learning Outcomes

Upon completion of the qualification, learners will be able to:

• Improve customer satisfaction and service delivery

• Apply quality and compliance principles in daily operations

• Lead and support teams in customer-focused environments

• Understand and implement organisational and legal requirements

• Respond effectively to change in the workplace

Benefits of This Qualification

For Individuals

• Enhanced leadership skills in customer service roles

• Improved understanding of quality and compliance

• Increased confidence in supervising service teams

• Internationally recognised ILM UK qualification

For Organisations

• Higher customer satisfaction levels

• Improved service quality and consistency

• Stronger compliance with organisational and legal standards

• More capable frontline leaders and supervisors

Why Study with Neotek Inovasi Global (NIG)?

• Official ILM UK-accredited training provider

• Practical, workplace-based assessment (no written exams)

• Flexible delivery: public courses or in-house corporate training

• Supported by official ILM learning materials and eWorkbooks

Develop Customer-Focused Leaders with ILM

The ILM Level 2 Award in Leadership and Team Skills (Customer & Quality Focus) is an excellent pathway for organisations seeking to strengthen service leadership, quality performance, and operational excellence.

Contact Neotek Inovasi Global (NIG) to learn more about enrolment and customised training solutions.