Whom the qualification is for
This QCF Certificate is designed for employees in a customer service role, employees wishing to gain a qualification that formally recognises their skills, or any employee who deals with customers, whether on the telephone, face-to-face or in correspondence (letter or e-mail).
The aim of this qualification is to contribute to the skills, knowledge and overall performance of Customer Service. Its purpose is to provide insight into the principles and processes of Customer Service and to ensure employees are more effectively employed.
It delivers real and practical skills to help employees do their job in a professional manner, and benchmarks their ability, recognising their personal attainment through the level they achieve.
The flexibility of the course allows employees to:
• learn at their own pace
• choose with their employer from a range of optional units that best reflect their role and their working environment
Qualification structure
To achieve the NCFE Level 2 NVQ Certificate in Customer Service candidates will need to complete 8 credits from Mandatory Units plus a minimum of one unit from each of the 4 optional groups to a combined value of 20 credits; totalling 28 credits in all.
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Mandatory Units — Group A (2 Units)
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Unit Credits
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1
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Communicate using customer service language
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4
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2
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Follow the rules to deliver customer service
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4
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Optional Units — Group B (5 Units of 15 Shown)
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Unit Credits
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1
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Communicate effectively with customers
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5
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2
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Give customers a positive impression of yourself and your organisation
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5
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3
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Deal with customers face to face
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5
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4
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Deal with incoming telephone calls from customers
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5
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5
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Make telephone calls to customers
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6
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Optional Units — Group C (3 Units of 11 Shown)
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Unit Credits
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1
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Deliver reliable customer service
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5
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2
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Recognise diversity when delivery customer service
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5
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3
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Deal with customers using bespoke software
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5
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Mandatory Units — Group D (2 Units of 7 Shown)
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Unit Credits
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1
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Recognise and deal with customer queries, requests and problems
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5
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2
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Monitor and solve customer service problems
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6
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Optional Units — Group E (2 Units of 13 Shown)
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Unit Credits
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1
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Develop customer relationships
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6
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2
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Lead a team to improve customer service
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7
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Delivery and assessment
The course includes assessment by the assessor at the employer’s premises. Much of the course work involves assignments/assessments based around the candidate’s job-role. These include a number—maybe 3 to 6—of (unobtrusive) observation-based assessments at work and ATC usually works closely with the line manager in the practical arrangements. Most employers are really supportive about attending any necessary training and taking part in the programme, as they recognise the value to their business of candidates gaining new skills and a valuable nationally-recognised qualification.
The duration of the programme is neither fixed nor rigid, and can accommodate extra-curricular time that can be committed, as well as the flexibility of employer’s and candidate’s own self-discipline. Normally, ATC allows 10—15 weeks for candidates to complete the course.
Benefits
This course is designed to improve on-the-job performance, which can bring real benefits.
To employers:
• Cost savings
• Greater efficiency
• Quality improvements
• Improved morale
• Reduced recruitment costs
To employees:
• Gain a valuable qualification
• Perform your job better
• Achieve greater enjoyment in your work
• Improve your prospects for promotion
Eligibility
Candidates must:
• be working or volunteering 16+ hours per week in a role for which this qualification is relevant *
• undertake literacy and numeracy assessments if appropriate and/or undertake a relevant skills diagnostic
• be in EU for settled purposes for a minimum of 3 years (no student or HSMP Visas accepted)
• live or work in West London
• be aged 19+
Acton Training Centre is committed to a policy of Equal Opportunity
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