Customer services

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• NVQ Certificate in Customer Service level 2
• NVQ Diploma in Customer Service level 3
• NVQ Diploma in Customer Service level 4

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NVQ Certificate in Customer Service level 2

Course duration

9 to 12 months

Dates

Flexible start dates

Cost per delegate

£562

Overview

The objective of these qualifications is to reflect the work of candidates who undertake customer service activities at level 2.They provide a statement of competence that testifies to the ability of candidates to work to meet customer objectives. They cover support systems, processes and services and recognise that employment in customer service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.

Is it right for me?

The OCR level 2 NVQ in Customer Service is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.

• It is suitable for candidates:
• who have particular customer service and administrative job roles;
• who are working in a customer service environment; and
• whose role is to provide service to customers.

What are the business benefits?

• improved staff performance and motivation;
• improvements in the quality of service to customers;
• the opportunity to ensure levels of service are to national standard; and
• improvements in the quality and service provided.

What will the training cover?

The qualification allows learners to choose the most relevant unit to them, providing responsive and flexible provision which can be adapted to the individual or employer needs. For a full list of units available for selection, go to: http://www.ocr.org.uk/qualifications/subjects/cust_service/

Further courses to consider

• Diploma in Customer Service level 3, and
• Apprenticeship in Customer Service

Trainer profile

All assessors within this subject area have a wealth of experience within both private industry and in delivering training and assessment within the workplace. Assessors have commercial experience that helps them to underpin the knowledge and skills elements of the qualification by drawing on their own experience. Their experience in an education setting allows them to be experts in how to successfully transfer this knowledge.

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NVQ Diploma in Customer Service level 3

Course duration

12 to 18 months

Dates

Flexible start dates

Cost per delegate

£805

Overview

The objective of this qualification is to reflect the work of candidates who undertake customer service activities at level 3.

They provide a statement of competence that testifies to the ability of candidates who work to meet Customer objectives. They cover support systems, processes and services and recognise that employment in customer service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.

Is it right for me?

The OCR Level 3 NVQ in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervisions or on their own, such as in a commercial customer service environment. It is suitable for candidates who:

• can influence what happens at work;
• uses the organisation's rules and systems flexibly to deliver good service;
• question the way things are done and suggest improvements;
• have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer; and
• are aware of the commercial or other pressures facing the organisation/business.

What are the business benefits?

• improved staff performance and motivation;
• improvements in the quality of service to customers;
• the opportunity to ensure levels of service are to national standard;
• improvements in the quality and service provided; and
• assessment via e-portfolio to support responsive assessment processes.

What will the training cover?

The qualification allows learners to choose the most relevant unit to them, providing responsive and flexible provision which can be adapted to the individual or employer needs. For a full list of units available for selection, go to: http://www.ocr.org.uk/qualifications/subjects/cust_service/

Further courses to consider

• NVQ in Business Administration, and
• Apprenticeship in Customer Service.

Trainer profile

All assessors within this subject area have a wealth of experience within both private industry and in delivering training and assessment within the workplace. Assessors have commercial experience that helps them to underpin the knowledge and skills elements of the qualification by drawing on their own experience. Their experience in an education setting allows them to be experts in how to successfully transfer this knowledge.

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NVQ Diploma in Customer Service level 4

Course duration

18 to 24 months

Dates

Flexible start dates

Cost per delegate

£1046

Overview

The objective of this qualification is to reflect the work of candidates who undertake customer service activities at level 3.

They provide a statement of competence that testifies to the ability of candidates who work to meet customer objectives. They cover support systems, processes and services and recognise that employment in customer service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.

Is it right for me?

The OCR level 4 NVQ in Customer Service is aimed at the candidate working in a senior role within an organisation that treats customer service as a priority. The candidate does not have to be a line manager of other people or even have manager as part of the title. However, they should hold a position that would allow them to influence decision-making and shape how customer service is delivered inside or outside of the organisation.
It is suitable for candidates who:

• have a role that is clearly linked to customer service, for example, customer service managers, customer service team leaders or people who have significant responsibility for operations, staff and other resources;
• who may have a general management type job that include some aspects of customer service; and
• are consultants or specialists who have responsibility for a particular aspect of the business which impacts directly on customer service, such as IT.

What are the business benefits?

• improved staff performance and motivation,
• improvements in the quality of service to customers,
• the opportunity to ensure levels of service are to national standard,
• improvements in the quality and service provided, and
• assessment via e-portfolio to support responsive assessment processes.

What will the training cover?

The qualification allows learners to choose the most relevant unit to them, providing responsive and flexible provision which can be adapted to the individual or employer needs. For a full list of units available for selection, go to: http://www.ocr.org.uk/qualifications/subjects/cust_service/

Further courses to consider

• NVQ in Business Administration, or
• ILM Team Leading or ILM Management qualification.

Trainer profile

All assessors within this subject area have a wealth of experience within both private industry and in delivering training and assessment within the workplace. Assessors have commercial experience that helps them to underpin the knowledge and skills elements of the qualification by drawing on their own experience. Their experience in an education setting allows them to be experts in how to successfully transfer this knowledge.