The Level 2 NVQ in Customer Service is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.
It is suitable for candidates:
Who have particular customer service and administrative job roles
Who are working in a customer service environment
Whose role is to provide service to customers
To achieve a full Level 2, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme. This qualification contains 3 units that can be brought forward from Level 1; all three units can be claimed towards a Level 2 qualification. This qualification contains 5 units that can be carried forward to Level 3; from these, a maximum of 3 units may be claimed towards a Level 3 qualification.
Unit themes available: Impression and Image, Delivery, Handling Problems and Development and Improvement.
The Level 3 NVQ in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.
It is suitable for candidates who:
Can influence what happens at work
Use the organisation’s rules and systems flexibly to deliver good service
Question the way things are done and suggest improvements
Have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
Are aware of the commercial or other pressures facing the organisation/business
To achieve a full Level 3, candidates must achieve 8 units made up of 2 mandatory units and 6 optional units, at least one unit from each theme. This qualification contains 5 units that can be brought forward from Level 2; from these a maximum of 3 units may be claimed towards a Level 3 qualification. This qualification contains 5 units that can be carried forward to Level 4; all of these can be claimed towards a Level 4 qualification.
Unit themes available: Impression and Image, Delivery, Handling Problems and Development and Improvement.