Course Details

Who is it suitable for? This qualification is ideal for those who take pride in having to deal with people. You might be entering or re-entering employment or working in a customer service delivery role in any industry.

What’s involved? This qualification is made up of competence and knowledge units. It allows learners to learn, develop and practice the skills required in employment. The units covered in this qualification include organise and deliver customer service, understand the customer service environment, understand customers and customer retention, principles of business, manage personal and professional development, resolve customers’ problems, plus a range of optional units including develop resources to support consistency of customer service delivery, resolve customers’ complaints, monitor the quality of customer service interactions, champion customer service and manage individuals’ and team performance.

Where might it lead? These qualifications can help you get ahead in almost any industry, as good customer-service skills are essential for many jobs. On completion of the qualification candidates may progress into employment or to the following City & Guilds qualifications: • Level 4 NVQ Diploma in Customer Service • Customer Service Apprenticeship • Qualifications in other work related areas (for examples Contact Centres, Sales, Social Media, Team leading, Administration, retail and other technical sectors) • ILM Level 4 NVQ Diploma in Management

Course Duration: We would estimate the course duration as a minimum of 6 months. The time it takes to complete the qualification will vary per candidate. (Please speak with an advisor for current attendance options).

Delivery method: Regular workplace visits from our assessors. Access to an online portfolio.

Assessment methods: A combination of observations, assessments, professional discussions, written and oral questioning, online and paper-based tests and portfolio evidence gathering.

Entry requirements: No prior experience is required; however, learners must be working in a customer service role.

How much does it cost? £1750+ VAT.