Customer Service

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Customer Service
Level 2 and 3

Our Customer Service qualifications are aimed at those working within, or hoping to work within, a vast array of Customer Service settings. These can include business reception, hospitality, front-of-house, call centres, helpdesks and many more.

NVQ Level 2

The level 2 programme in Customer Service is suitable for anyone working or hoping to work within a customer service role. The aim of this qualification is to contribute to the skills, knowl­edge and overall performance of the industry’s workforce. It provides a first insight into the principles and processes of the delivery of cus­tomer service and will aid career progression. Within your job role you need to be able to show that you can carry out a range of work activities in a variety of contexts. Some of these activities will need to be complex or non-routine tasks that may be carried out when you work as part of a team. In addition you need to show that you can take responsibility for your own work and work by yourself when needed.

The qualification consists of a total of 7 units – 2 mandatory plus 5 from a range of options. See the Full Unit List for details.

NVQ Level 3
The qualification is suitable for those who are working, in a Customer Service supervisory role. The Level 3 syllabus incorporates and develops the knowledge and understanding gained in Level 2 and focuses on five topic areas:

• The Developing Role of Customer Ser­vice
• Delivering Reliable Service
• Communicating with Internal and External Customers
• Handling and Solving Customer Complaints and Prob­lems
• Influencing Improvement and Effective Change

The qualification consists of a total of 8 units – 2 mandatory plus 6 from a range of options. See the Full Unit List for details.

Apprenticeship
The Apprenticeship qualification consists of the following elements:

• Key Skills – Application of Number Level 1 and Communication Level 1
• Technical Certificate – Certificate in Customer Service Level 2
• Employment Rights and Responsibilities
• NVQ Level 2 – see above

Advanced Apprenticeship
The Advanced Apprenticeship qualification consists of the following elements:

• Key Skills – Application of Number Level 2 and Communication Level 2
• Technical Certificate in Customer Service Level 3
• Employment Rights and Responsibilities
• NVQ Level 3 – see above

Benefits to Learner
Gain a nationally recognised qualification
High quality training specific to Customer Service
Improved career prospects
Improved Basic Skills and Key skills

Benefits to Employer
Increased staff retention
Better skilled staff
High quality training related to Customer Service
Increased productivity and profitability

Funding is available in most cases.
Full commercial rates: NVQ Level 2 – £1090, NVQ Level 3 – £1350