Bringing Clarity to Customer Service
Business Support NVQs on the QCF
Welcome
Bringing Clarity to Business Support
NVQs on the QCF
Agenda
Welcome and introductions
Overview of Customer Service qualifications and structures
Qualification highlights
Main differences and new units
Rules of Combination (ROC)
Assessment strategy
Qualification approval
Efficient and effective assessment and guidance
Support resources
Sector Skills Body (SSB) Update
Contacting the Sector Skills Body (SSB)
New:
The Council for Administration (CFA)
Tel: 020 7091 9620
Website: www.cfa.uk.com
Previously: The Institute of Customer Service (ICS)
Tel: 01206 571 716
Fax: 01206 546 688
Website: www.instituteofcustomerservice.com
Overview of Qualification and Structure
City &
Guilds
Reference
QAN
Number
4430-01
500/9348/4
4430-02
Qualification
Title
End
Registration
Date
End
Certification
Date
Level 1 NVQ Certificate in
Customer Service
31 Jul 2014
31 Jul 2015
500/9341/1
Level 2 NVQ Certificate in
Customer Service
31 Jul 2014
31 Jul 2016
4430-03
500/8818/X
Level 3 NVQ Diploma in
Customer Service
31 Jul 2014
31 Jul 2017
4430-04
500/8817/8
Level 4 NVQ Diploma in
Customer Service
31 Jul 2014
31 Jul 2017
Qualification Highlights
• Registrations available from 1 August 2010
• The Institute of Customer Service (ICS) have confirmed the
Qualifications as Full Qualifications
• These qualifications replace the 4543 Level 1-4 NVQs in Customer
Service
• There are no major changes in units or evidence requirements
• 18 New units, reflecting changes in market eg Self Service
• Flexibility
• Automatic approval
Overview of Qualification and Structure
Rules of Combination
Level 1 NVQ Certificate in Customer Service (4430-01)
Total number of credits
22
Credits at Level 1
12
Mandatory credits
8
Optional units
14
Plus minimum of
One unit from each theme
Overview of Qualification and Structure
Rules of Combination
Level 2 NVQ Certificate in Customer Service (4430-02)
Total number of credits
28
Credits at Level 2
15
Mandatory credits
8
Optional units
20
Plus minimum of
One unit from each theme
Overview of Qualification and Structure
Rules of Combination
Level 3 NVQ Diploma in Customer Service (4430-03)
Total number of credits
42
Credits at Level 3
22
Mandatory credits
12
Optional units
30
Plus minimum of
One unit from each theme
Overview of Qualification and Structure
Rules of Combination
Level 4 NVQ Diploma in Customer Service (4430-04)
Total number of credits
67
Credits at Level 4
35
Mandatory credits
20
Optional units
47
Plus minimum of
One unit from each theme
New Units
Level 1
Handling
Problems
Take details of customer service problems.
Level 2
Delivery
Deal with customers across a language divide.
Use questioning techniques when delivering customer
service.
Deal with customers using bespoke software.
Maintain customer service through effective hand over.
Handling
Problems
Deliver customer service to difficult customers.
Development and
Improvement
Support customers using on-line customer services.
Buddy a colleague to develop their customer service skills.
Develop your own customer service skills through self-study.
Support customers using self-service technology.
New Units
Level 3
Level 4
Impression and
Image
Build a customer service knowledge set.
Development and
Improvement
Monitor the quality of customer service transactions.
Foundations
Demonstrate understanding of customer service
management.
Follow organisational rules, legislation and external
regulations when managing customer service.
Impression and
Image
Make customer service environmentally friendly and
sustainable.
Development and
Improvement
Apply technology or other resources to improve customer
service.
Review and re-engineer customer service processes.
Manage customer service performance.
Assessment Strategy
Read all guidelines in the Assessment Strategy for the methods mentioned below.
Simulation
The use of simulation for the following Level 1 NVQ Units only:
C1 Recognise and deal with customer queries, requests and problems
C2 Take details of customer service problems
Realistic Working Environment (RWE)
The use of a Realistic Working Environment including work experience and work
placement is allowed for all units in the Level 1 and Level 2 NVQ
Assessment Strategy
Read all guidelines in the Assessment Strategy for the method mentioned below.
Employer Direct Model
The Employer Direct Model has been developed to meet the needs of specific
employers based on their knowledge of the Customer Service NOS and
qualifications and their history of internal assessor/internal verifier expertise.
Customer Service Activity
Within your groups, with the Rules of Combination and list of
units available – prepare a structure for the following:
A Level 2 NVQ Certificate in Customer Service
A Level 3 NVQ Diploma in Customer Service
A Level 4 NVQ Diploma in Customer Service
(job roles will be shown on the handout for this activity)
Apprenticeship/Advanced Apprenticeship
Apprenticeship - Customer Service
Advanced Apprenticeship - Customer Service
Candidates can register for Functional Skills within the packages, however those
completing Key Skills, Core Skills, Essential Skills or none of those listed do not
register results for Functional Skills.
Level 2 Apprenticeship Package
(9065-02)
Level 3 Advanced Apprenticeship
Package (9065-03)
• Level 2 NVQ Certificate in
Customer Service (4430-02)
• Level 3 NVQ Diploma in
Customer Service (4430-03)
• Certificate in Customer Service
(4417-02)
• Certificate in Customer Service
(4417-03)
• Functional Skills
English Level 1
Maths Level 1
• Functional Skills
English Level 2
Maths Level 2
Support Resources
Documentation available on the website
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Handbooks for Level 1-4
Generic recording form link
Events resources including Activity
Customer Service brochure and information sheet
www.cityandguilds.com
To be added
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Centre Guide
Currently reviewing previous NVQ in Customer Service documents
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Candidate handbook
Recording forms
HAB recording forms
Support Resources
Candidate Logbook
4430 Level 2 NVQ Certificate in Customer Services
Creates a consistent approach to recording learners
Evidence requirements, saving time and effort in assessment
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Well presented high quality document
Easy-to-use recording forms
Clear page design
Order code: TL024430
Support Resources
Supported Qualifications
4430 Level 2 and 3 NVQ Certificate/ Diploma in Customer Services
4417 Level 2 and 3 Certificate in Customer Services
Saves significant time by providing relevant, qualification specific support concentrated
in a centralised place
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Provides you with high quality document
Qualification support materials written by subject matter experts
Opportunity to share best practice in discussion forums
24/7 access to online support materials aimed at both tutors and learners
Contact your local regional office for more details or:
Print helpdesk
020 7294 4113
e-helpdesk
020 7294 3435
Other Customer Service Qualifications
Level 2 and 3 Certificate in Customer Service (4417)
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Provide evidence towards the core units of the NVQ
Competitively priced
Prepared for the QCF
Technical certificate for the Customer Service Apprenticeship
Two Mandatory Units at Level 2 and 3
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Level 2
Level 3
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Assignments are externally set, internally marked, externally verified
13 credits, 115 GLH - Gola Test and one assignment
13 credits, 105 GLH - Two assignments
Other Customer Service Qualifications
Level 2 Award in Principles of Customer Service in Hospitality,
Leisure, Travel and Tourism (4421-02) – 1 credit, 10 GLH
Level 3 Award in Supervising Customer Service Performance in
Hospitality, Leisure, Travel and Tourism (4421-03) – 2 credits, 20 GLH
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Suitable for one and two day short courses
Specific to the sector
Prepared for the Qualification and Credit Framework (QCF)
Written short answer question paper plus a case study at Level 3, on demand
Level 1, 2 and 3 Awards in Customer Service (8992) – 6-10 credits, 30 – 90 GLH
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Suitable for any customer service role generic to any industry
Ideal for employer induction training
Prepared for the Qualification and Credit Framework (QCF)
Written question paper, on demand
Other Customer Service Qualifications
Level 2 Award in Customer Service Delivery (4425-02) - 2 credits, 20 GLH
Level 2 Award in Customer Service Improvement (4425-12) - 2 credits, 20 GLH
Level 3 Award in Leading Customer Service (4425-03) - 3 credits, 30 GLH
 Available Now
 Generic to any industry
 Suitable for short courses
Level 1 Award for Introduction to Customer Service (4411-01)
Level 1 Certificate for Introduction to Customer Service (4411-11)
Entry 3 Award for Introduction to Customer Service (4411-30)
Entry 3 Certificate for Introduction to Customer Service (4411-33)
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Available Now
Generic to any industry
Suitable for Foundation Learning
Portfolio assessment
Any questions?
Business & ITQ Plus - Skilsure Demonstration
General features and benefits
•
Upload and reference any type of digital evidence to a candidate’s
unique e-portfolio
•
Unique logons for candidate, assessor, IV, EV, company personnel,
and local system admin
•
High level of data security
•
Real time reporting on progress, visible progress tracking
•
Easy for candidates to use
Business & ITQ Plus - Skilsure Demonstration
Special features and benefits
1. Integrated with City & Guilds registration
2. 30 day free trial
3. Competitively priced
4. Automated credit calculator for QCF
5. Automated IV sampling plans
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