Customer Service NVQs are aimed at people who are in job roles where they deliver service to customers. These qualifications will help your employer and you to achieve and demonstrate total quality as part of a continuous customer-service improvement programme.

This qualification is very flexible in its structure enabling the organisation and you to choose the optional units which best suit your work situation and job role.

Apprenticeship

Apprenticeships provide work related training opportunities for young people whether employed or non-employed.

They offer you the chance to gain a National Vocational Qualification up to level 2, plus the skills and knowledge for your chosen industry.

The learning is to a structured programme laid down by the industry.

They help you to gain additional skills (known as key skills) in communication, application of number, information technology, working with others, improving own learning and problem solving.

Advanced Apprenticeship

Advanced Apprenticeships offer a structured learning programme for employed young people. The programme is laid down by the industry at national level to National Vocational Qualification level 3 including the technical skills and knowledge needed for your chosen career.

They help you to gain additional skills (known as key skills) in communication, application of number, information technology, working with others and improving own learning.

They also offer you the chance to gain a higher-level qualification necessary for management or technician jobs.

Customer Service NVQ

Subjects Covered include:

J       Organising, Delivering and Maintaining Customer Service

J       Improving Customer Relationship

J       Monitoring and Solving Customer Service Problems

J       Developing Others’ Customer Service Skills

J       Organising and Promoting Products and Services to Customers

J       Leading Teams and Individuals to improve Customer Services

J       Key Skills

Candidate Recruitment Requirements

Most entrants to Apprenticeships will be 16 or 17 years old and will have completed compulsory education.

Previous experience and qualifications are not required.

Entrants to Advanced Apprenticeships will be employed and have relevant experience in administration skills.

Key Skills

Key Skills are skills that are commonly needed for success in a range of activities in education, training, work and life in general.

Employers have taken a lead in promoting the importance of the key skills for employability.

The two primary key skills units required for the Customer Service framework are:

ü       Communication

ü       Application of Number

These are portfolio based and also require an external assessment test