Course Descriptions for
Retail and Customer Service
Level 1 Award in Customer Service
Level 1 Certificate for Introduction to Customer Service
Level 1 Certificate in Retail Skills
Level 1 Diploma in Retail Skills
Level 2 Certificate in Customer Service
Level 2 Certificate in Retail Knowledge
Level 2 Certificate in Retail Skills
Level 2 Diploma in Retail Skills
Level 2 NVQ Certificate in Customer Service
Level 3 Certificate in Customer Service
Level 3 Certificate in Retail Knowledge
Level 3 Diploma in Retail Skills (Management)
Level 3 Diploma in Retail Skills (Sales Professional)
Level 3 NVQ Certificate in Customer Service
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Level 1 Award in Customer Service
Who is this course for?
The course is for anyone who is 16 years old or over. This qualification is ideal if you are wanting to gain the basic knowledge and
understanding for a job that involves customer service or starting work in a job that involves customer service.
What is the course about?
This is a bite-size qualification that underpins some of the basic knowledge and understanding needed by anyone preparing to work in a
customer service role. It provides accreditation for the interpersonal skills necessary for working in a customer service environment where
the work involves direct or indirect contact with external or internal customers. To complete this qualification you complete two mandatory
units and achieve 4 credits.
How is the course assessed?
You will attend a programme of classroom sessions where you will learn about customer expectations of customer service and
organisational procedures for delivering customer service. You will produce a portfolio of evidence to confirm your knowledge.
What are the possible progression opportunities?
Having covered the basic principles of customer service with the Award, you could progress on the Level 1 Certificate or, if already
employed in a customer facing role, the NVQ Level 2 Certificate.
What are the entry requirements for starting this course?
There are no formal entry requirements for this course.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
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Level 1 Certificate for Introduction to Customer Service
Who is this course for?
The course is for anyone who is 16 years old or over. This course will suit you if you have no previous experience but are looking to develop
your skills to work in the customer service industry.
What is the course about?
To achieve the certificate, you complete a total of 13 credits from mandatory and optional units. These include legislation, regulation and
procedures to follow in customer service, understanding how to deal with queries and requests and communicating effectively with
customers.
How is the course assessed?
You will attend a programme of classroom sessions where you will learn about customer expectations of customer service and
organisational procedures for delivering customer service. You will produce a portfolio of evidence to confirm your knowledge.
What are the possible progression opportunities?
Completing this Level 1 qualification is ideal preparation to pursue job opportunities in customer service. If successful, you could progress on
the NVQ Level 2 certificate in Customer Service to further develop your skills and knowledge.
What are the entry requirements for starting this course?
There are no formal entry requirements for this course.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
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Level 1 Certificate in Retail Skills
Who is this course for?
The course is for anyone who is 16 years old or over. If you are wanting an introduction to Retail competences or are new to the Retail
sector this qualification will help you gain the knowledge you require to work in the sector.
What is the course about?
You will gain cover the underpinning knowledge for Retail skills by completing the occupational units which have been based on real working
practices.
How is the course assessed?
While studying this qualification you will be taught in a classroom and you will build up a portfolio of evidence by completing all mandatory
units.
What are the possible progression opportunities?
You could progress on to Level 1 Diploma, the Level 2 Certificate in Retail Skills, Retail Knowledge or Level 2 Diploma in Retail Skills.
What are the entry requirements for starting this course?
There are no formal entry requirements for this qualification but it is aimed at people working or seeking to work in the Retail industry.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
Back to Menu
Level 1 Diploma in Retail Skills
Who is this course for?
The course is for anyone who is 16 years old or over. If you are wanting an introduction to Retail competence this qualification will help you
gain the knowledge you require to work in the sector.
What is the course about?
You will gain an in-depth level of Retail competence by completing the occupational units which have been based on real working practices.
How is the course assessed?
While studying this qualification you will be taught in a classroom and you will build up a portfolio of evidence by completing all mandatory
units.
What are the possible progression opportunities?
You could progress on to Level 2 Certificate in Retail Skills, Retail Knowledge or Level 2 Diploma in Retail Skills.
What are the entry requirements for starting this course?
There are no formal entry requirements for this qualification but it is aimed at people working or seeking to work in the Retail industry.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
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Level 2 Certificate in Customer Service
Who is this course for?
The course is for anyone who is 16 years old or over. This course is suitable if you wish to acquire knowledge and understanding relevant to
a customer service role, progress a career or need the knowledge and understanding to support that career.
What is the course about?
To complete this qualification you complete two mandatory units and achieve 13 credits. The units are Delivery of Effective Customer
Service and Supporting the Customer Service Environment. This qualification underpins the knowledge and understanding included in the
EDI Level 2 NVQ Certificate in Customer Service and as such is appropriate for apprentices in customer service or employees working
within a customer service role. This qualification is also the Technical certificate element of the Apprenticeship framework for Customer
Service.
How is the course assessed?
Through a series of focussed classroom-based workshops, you will gain the knowledge and understanding which underpins customer
service skills and performance. Your knowledge is then formally assessed through a multiple choice test and completion of a workbook task.
What are the possible progression opportunities?
Upon achieving the Level 2 Certificate in Customer Service, you could progress on the Level 3 Certificate and the NVQ level 3 in Customer
Service (both part of the Advanced Apprenticeship for Customer Service).
What are the entry requirements for starting this course?
There are no formal entry requirements but it would be an advantage if you are already employed in a customer facing role.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
Back to Menu
Level 2 Certificate in Retail Knowledge
Who is this course for?
The course is for anyone who is 16 years old or over. This is an ideal qualification to help to prepare you for a job role within the retail sector.
What is the course about?
This Level 2 qualification is ideal if you have limited experience of the retail sector, as it is designed to develop a broad understanding of all
key aspects of the retail environment such as customer service, selling processes, health & safety, security, handling payments, stock
control, and much more.
How is the course assessed?
Through a programme of classroom sessions you will be supported towards the completion a knowledge based assessment paper, with a
credit value of 14. This qualification also forms part of the Retail Apprenticeship programme.
What are the possible progression opportunities?
You could progress on to a full Apprenticeship at Level 2 or Level 3 depending on your job role.
What are the entry requirements for starting this course?
There are no formal entry requirements for this qualification but it is ideally aimed at people working in the Retail industry.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
Back to Menu
Level 2 Certificate in Retail Skills
Who is this course for?
The course is for anyone who is 16 years old or over. The Level 2 qualification is aimed at people who are working in the retail sector and
would like to improve their skills and knowledge or gain recognition for the skills they already have.
What is the course about?
The qualification is a flexible, competence-based qualification for those working in a Retail Environment. Your skills and knowledge will be
assessed in your place of work, covering a range of retail skills such as customer service, selling processes, health & safety, security,
handling payments, stock control, and much more.
How is the course assessed?
To achieve this Level 2, you must achieve a minimum of 24 credits from a selection of Mandatory and Optional Units. You will demonstrate
your skills and knowledge in the work place by producing a portfolio of evidence. A series of off the job workshops will support and guide you
towards successful completion.
What are the possible progression opportunities?
The Level 2 Certificate confirms your skills and knowledge of working in the retail sector. If your responsibilities increase, you could
progress on to the Level 3 Certificate or Diploma.
What are the entry requirements for starting this course?
There are no formal entry requirements for this qualification but it is ideally aimed at people working in the Retail industry.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
Back to Menu
Level 2 Diploma in Retail Skills
Who is this course for?
The course is for anyone who is 16 years old or over. The Level 2 qualification is aimed at people who are working in the retail sector and
would like to improve their skills and knowledge or gain recognition for the skills they already have.
What is the course about?
The Diploma is for those working in a Retail Environment and includes a broader range of activities than required for the Level 2 Certificate.
Your skills and knowledge will be assessed in your place of work, covering a range of retail skills such as customer service, selling
processes, health & safety, security, handling payments, stock control, and much more.
How is the course assessed?
To achieve this Level 2, you must achieve a minimum of 37 credits from a selection of Mandatory and Optional Units. You will demonstrate
your skills and knowledge in the work place by producing a portfolio of evidence. A series of off the job workshops will support and guide you
towards successful completion.
What are the possible progression opportunities?
The Level 2 Diploma confirms your skills and knowledge across a broad range of areas within the retail sector. If your responsibilities
increase, you could progress on to the Level 3 Certificate or Diploma.
What are the entry requirements for starting this course?
There are no formal entry requirements for this qualification but it is ideally aimed at people working in the Retail industry.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
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Level 2 NVQ Certificate in Customer Service
Who is this course for?
The course is for anyone who is 16 years old or over. This qualification is aimed at individuals involved in a customer facing role. It is
suitable for all age groups: for those entering employment for the first time, for those who are changing their career.
What is the course about?
If your job involves communicating with customers, building customer relationships, solving problems, promoting products or services,
keeping records and gathering feedback, then this course seeks to accredit your existing skills and help develop them further, using national
standards set by the Institute of Customer Service. This Level 2 NVQ is also part of the Apprenticeship framework for Customer Service
How is the course assessed?
To achieve the Level 2 NVQ, you must achieve a minimum of 28 credits from a selection of Mandatory and Optional Units. You will
demonstrate your skills and knowledge in the work place by producing a portfolio of evidence. A series of off the job workshops will support
and guide you towards successful completion.
What are the possible progression opportunities?
This qualification gives the foundation to future progression in a range of different roles, which involve customer contact. You could progress
on to a Level 3 qualification if your responsibilities at work have grown.
What are the entry requirements for starting this course?
There are no formal entry requirements but you must be working in a customer facing role to enrol on this qualification.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
Back to Menu
Level 3 Certificate in Customer Service
Who is this course for?
The course is for anyone who is 16 years old or over. This qualification is aimed mainly at people who are employed in a more senior
customer service role within an organisation, with existing experience in managing and supervising customer service perfor
What is the course about?
This qualification seeks to teach and assess knowledge including communicating effectively with customers face to face, in writing, or by
telephone, resolving problems and improving customer relations, promoting products and services, using software/office equipment to
communicate, keeping records, gathering and analysing customer feedback and leading a
team.
How is the course assessed?
To achieve this Level 3 certificate, you must achieve a minimum of 13 credits from a selection of Mandatory and Optional Units. Through a
series of focussed classroom-based workshops, you will gain the knowledge and understanding which underpins customer service skills and
performance. Your knowledge is then formally assessed through a multiple choice test and completion of a workbook task.
What are the possible progression opportunities?
This qualification is also the Technical certificate element of the Advanced Apprenticeship framework for Customer Service. You may
choose to go on and undertake the Level 3 Diploma in Customer Service, to enhance your practical skills and knowledge.
What are the entry requirements for starting this course?
This qualification is aimed mainly at people who are employed in a more senior customer service role within an organisation, with existing
experience in managing and supervising customer service delivery and performance.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
Back to Menu
Level 3 Certificate in Retail Knowledge
Who is this course for?
The course is for anyone who is 16 years old or over. This course will allow you to gain a higher level of knowledge about the underpinning
principles of working in the retail sector.
What is the course about?
This qualification forms part of a suite of Retail Knowledge qualifications. The qualification is vocationally-related and credit-based,
designed to expand general knowledge and understanding of the retail sector including customer service, smooth operation of a payment
point, health & safety, security and loss prevention and management of stock.
How is the course assessed?
Through a programme of classroom sessions you will be supported towards the completion a knowledge based assessment paper, with a
credit value of 14. This qualification also forms part of the Retail Advanced Apprenticeship programme.
What are the possible progression opportunities?
Upon completion of this Level 3 knowledge based qualification, you could progress on to a vocational qualification via Advanced
Apprenticeships.
What are the entry requirements for starting this course?
You will need to be employed in a retail role with some senior responsibilities in order to meet the requirements of the qualification.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
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Level 3 Diploma in Retail Skills (Management)
Who is this course for?
The course is for anyone who is 16 years old or over. This qualification is designed to develop a high level understanding of the retail
environment and accredit the competence of those working in a management role within this environment.
What is the course about?
The Level 3 Diploma (Management) seeks to assess and improve your range of skills and knowledge at a management level within the retail
sector. A choice of Mandatory and Optional units allow you to customise the qualification to match your role and includes the management
of staff, stock, sales, safety and security as well as issues such as continuous improvement and monitoring sales targets.
How is the course assessed?
You must achieve a minimum of 43 credits by completing Mandatory and Optional Units across a range of retail management disciplines.
Your skills and knowledge will be assessed in the workplace and your progress supported by a series of off the job workshops as you
compile a portfolio of evidence to confirm your competence.
What are the possible progression opportunities?
You may seek to progress to higher Management qualifications if you responsibilities support this.
What are the entry requirements for starting this course?
You will need to be employed in a retail management role with some senior responsibilities in order to meet the requirements of the
qualification.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
Back to Menu
Level 3 Diploma in Retail Skills (Sales Professional)
Who is this course for?
The course is for anyone who is 16 years old or over. This qualification is designed to develop a high level understanding of the retail
environment and accredit the competence of those working in sales roles within this environment.
What is the course about?
The Level 3 Diploma (Sales Professional) seeks to assess and improve your range of skills and knowledge at a management level within the
retail sector. A choice of Mandatory and Optional units allow you to customise the qualification to match your role and includes auditing
stock, sourcing goods and services, managing payment transactions, organising and leading staff, and specialist options such as fish, meat,
bakery, grocery of alcoholic beverages.
How is the course assessed?
You must achieve a minimum of 43 credits by completing Mandatory and Optional Units across a range of sales professional disciplines.
Your skills and knowledge will be assessed in the workplace and your progress supported by a series of off the job workshops as you
compile a portfolio of evidence to confirm your competence.
What are the possible progression opportunities?
You may seek to progress to higher Management qualifications if you responsibilities support this.
What are the entry requirements for starting this course?
You will need to be employed in a senior sales role with a range of responsibilities which meet the requirements of the qualification.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF
Back to Menu
Level 3 NVQ Certificate in Customer Service
Who is this course for?
The course is for anyone who is 16 years old or over. This qualification is aimed mainly at people who are employed in a more senior
customer service role within an organisation, with existing experience in managing and supervising customer service performance.
What is the course about?
The Level 3 Diploma seeks to assess and improve your range of skills and knowledge at a senior level of customer service delivery. A
choice of Mandatory and Optional units allow you to customise the qualification to match your role and includes activities such as improving
customer satisfaction and loyalty, analysing customer feedback, processing and resolving complaints, improving customer relationships,
leading a team and service partnerships. The Diploma is also part of the Advanced Apprenticeship framework for Customer Service.
How is the course assessed?
To achieve the Level 3 Diploma, you must achieve a minimum of 42 credits from the selection of Mandatory and Optional Units. You will
demonstrate your skills and knowledge in the work place by producing a portfolio of evidence. A series of off the job workshops will support
and guide you towards successful completion.
What are the possible progression opportunities?
Upon completion of the Level 3 Diploma, you may decide to pursue the Level 5 Diploma in Management if your job role includes sufficient
management responsibilities.
What are the entry requirements for starting this course?
Applicants for this qualification must be working at a senior level within a customer service area to enable them to meet the assessment
criteria and range required.
I still have questions about this course,
who can I contact?
Contact:
Email:
Phone:
Write:
Richard Henderson
Richard.Henderson@northumberland.gov.uk
01670 621121
Northumberland Adult Learning Service,
Tweed House, Hepscott Park
Morpeth
Northumberland
NE61 6NF