NVQ Diploma in Customer Service (QCF)
The qualification comprises of 2 sections
Level 3 Diploma in Customer Service covering the NVQ and technical certificate elements. The qualification includes a wide range of work based units for you to choose from including:
- Understand the customer service environment
- Understanding customers and customer retention
- Principles of business
- Communicate verbally with Customers
- Process information about customers
- Resolve customers’ problems
- Exceed customrs' expectations
- Gather, analyse and interpret customer feedback
- Use service partnerships to deliver customer service
- Employee rights and responsibilit-
Functional skills in Maths and/or English depending upon GCSE achievement.
There are no mandatory entry requirements for this apprenticeship framework. However,
employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a "can do" attitude and have basic numeracy and literacy skills on which to build their customer service skills.
Candidates need to be working in a job where they are offering a service to customers to complete the apprenticeship, with the whole apprenticeship being carried out in the workplace.
Advanced apprentices, with support and opportunities in the workplace, can progress onto:
- a Higher Level Apprenticeship programme in Contact Centre Management, Business &Professional Administration or Leadership & Management
- a range of Customer Service, Contact Centres, Sales, Business related and otheundergraduate programmes
- a range of Customer Service and other Professional Qualifications, including a Level Diploma in Customer Service Management, a Level 4 Diploma in Contact Centres, or a Foundation Degree in Contact Centre Management.
With additional training, advanced apprentices may be able to progress in their careers to roles
including senior customer service supervisor, customer service manager, and a range of other
senior customer service related roles.