iLearn Customer Service for Hospitality, Retail and other Service Industries

Location

Applicant Type

Adults

Level

Short Course

Subject

Catering & Hospitality

Course Overview

The iLearn Customer Service for Hospitality, Retail and other Service Industries Award is a three‑week, classroom‑based course followed by workshops and supported self‑study. It is designed for you if you want to develop knowledge and skills related to working in hospitality settings and strengthen your overall employability.

During the course, you can learn about key areas of hospitality work, including customer service, workplace professionalism, health and safety, and equality and diversity. The course introduces you to how hospitality environments operate and the standards expected when working with customers and colleagues in service‑based roles. You will also explore wider work‑related topics such as personal development, wellbeing at work and positive workplace behaviours. These areas support you to build confidence, improve communication skills and understand how to work effectively as part of a team in hospitality and customer‑facing environments.

This course provides structured training alongside workshops and self‑study, helping you gain a clearer understanding of hospitality work and workplace expectations. By the end of the programme, you will have developed transferable skills and sector knowledge that can support progression into further hospitality‑related training or employment pathways.

This course is delivered at Southend, Basildon and Thurrock colleges.

Entry Requirements

To study this course, you must have a good command of the English language and complete an online form that includes a basic English assessment.

English assessment: Participation in this course requires the successful completion of a basic English assessment. This assessment is essential not only to meet awarding body and funding requirements but also to ensure you have the necessary language skills to complete the written components of the programme. If you do not meet the required standard, we can refer you to our English department, who may be able to offer funded lessons to support the development of your English skills.

Mandatory attendance, Coursework & Homework: Achieving the large number of qualifications offered on this course requires a high level of dedication and commitment. As such, full attendance at all classroom sessions is mandatory, and all coursework must be completed to ensure successful completion of the programme objectives. We recommend you set aside 1-3 hours per day for homework to ensure you meet the course deadlines. Lateness or requests to leave early may result in your place on the course being withdrawn.

Identification requirements: Candidates must provide one of the following forms of identification: Valid in-date passport (any nationality), signed in-date UK photocard driving licence, birth certificate (BUT, if a birth certificate is presented as proof of identification, an additional form of identification such as a signed bank card, utility bill or a letter issued by a government department must also be provided).

Assessment and Feedback

3 weeks in total delivered as follows:

Weeks 1 & 2 will be Monday to Thursday 10:00-16:00. These weeks are on offer at Southend, Basildon or Thurrock College
Week 3 will be Monday to Thursday 10:00-16:00 at Southend College

Venue addresses

Southend City College, Luker Road, Southend-on-Sea, SS1 1ND
Centre for Digital Technologies – Basildon, College Way, Basildon, SS14 1GP
Thurrock College, High Street, Grays, RM17 6TF

Fees and Funding

This course is FREE to those who were over 19 on 31/08/2026, are unemployed, resident in England and in receipt of Universal Credit or similar benefits. It is also FREE to those who were over the age of 19 on 31/08/2026 and are earning under £25,750 per year (you will need to provide us with evidence of your income in order to qualify to take a course for free).

We regret that we cannot provide iLearn courses for free to individuals who reside in the following combined authorities: Cambridgeshire and Peterborough, Greater Manchester, Liverpool City, North of Tyne, South Yorkshire, Tees Valley, West Midlands, West Yorkshire and West of England.

Future study/career options

On completion of this course, you can apply for a wide range of customer-facing roles across hospitality, retail, tourism and other service industries. Career opportunities include Catering Assistant, Bartender, Waiting Staff, Food Handler, Barista, Retail Assistant, Sales Assistant, Customer Service Assistant, Tourism Advisor and Airport Team Member, with opportunities to work in settings such as coffee shops, pubs, hotels, restaurants, retail stores, airports and visitor attractions. The programme provides a strong foundation for gaining valuable workplace experience and progressing through further training into hospitality, retail, tourism, customer service and supervisory roles.

Study Commitment

3 weeks, Monday to Thursday 10:00-16:00

Additional Information

3 weeks, Monday to Thursday 10:00-16:00