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    Programme Outline

    This course aims to develop team leadership and customer service skills that will equip you with the required knowledge and understanding to lead teams and deliver exceptional customer service in a constantly changing climate. The programme leads to Level 2 nationally recognised qualifications in Team Leading and Customer Service.

    The programme will be delivered through workshops at Tottenham Hotspur Foundation and will be mainly practical based.

    Assessment is through multi-choice papers and a workbook.

    Throughout the programme you will be developing key core competences necessary for employment:

    • How to motivate and encourage a team
    • How to make effective decisions and solve problems
    • Improve communication with colleague and customers
    • Understand customer expectations and how to meet these
    • Deliver exceptional customer service
    • How to deal with conflict when it arises

    How to apply 

    To be eligible for this free programme, you will need to be 19 years or older (as of 31/8/13) and on benefits (JSA, ESA, Universal credits etc).

    You will need to commit to the whole programme to complete the two qualifications so we are looking for dedicated individuals who want to achieve and further their career opportunities.

    For more information please contact Julius Elster at Tottenham Hotspur Foundation on 020 8365 5138

    Key Dates

    Please email by Tuesday 10 June 2014 to register your interest

    The delivery of this programme is over 5-6 days.

    The course runs on the following dates 

    • Friday 20 June
    • Friday 27 June
    • Wednesday 2 July
    • Wednesday 9 July
    • Thursday 10 July
    • Thursday 17 July

    Key Content

    Day 1


    Roles and Responsibilities of a Leader


    Communication Skills

    Motivating the Team to Perform


    Practical Activities



    Day  2


    Dealing with Conflict and Maintaining Discipline


    Developing Yourself as a Team Leader


    Problem Solving and Decision Making


    Communicating with customers



    Day 3


    Assessments – multi-choice


    Practical Activities


    Developing the Team


    Understanding the customer



    Day 4


    Meeting customer expectations


    Delivery exceptional service


    Health and Safety – risk assessments


    Team Building



    Day 5


    Supporting the customer service environment



    Day 6


    Recap, catch up and completion