WelcomeBringing Clarity to Customer Service Business Support NVQs on the QCF

Bringing Clarity to Business Support NVQs on the QCF

Agenda

Welcome and introductions

Overview of Customer Service qualifications and structuresQualification highlightsMain differences and new unitsRules of Combination (ROC)Assessment strategyQualification 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

QualificationTitle

End Registration

Date

End Certification

Date

4430-01 500/9348/4 Level 1 NVQ Certificate in Customer Service

31 Jul 2014 31 Jul 2015

4430-02 500/9341/1  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

Total number of credits 22

Credits at Level 1 12

Mandatory credits 8

Optional units 14

Plus minimum of One unit from each theme

Rules of Combination

Level 1 NVQ Certificate in Customer Service (4430-01)

Overview of Qualification and Structure

Total number of credits 28

Credits at Level 2 15

Mandatory credits 8

Optional units 20

Plus minimum of One unit from each theme

Rules of Combination

Level 2 NVQ Certificate in Customer Service (4430-02)

Overview of Qualification and Structure

Total number of credits 42

Credits at Level 3 22

Mandatory credits 12

Optional units 30

Plus minimum of One unit from each theme

Rules of Combination

Level 3 NVQ Diploma in Customer Service (4430-03)

Overview of Qualification and Structure

Total number of credits 67

Credits at Level 4 35

Mandatory credits 20

Optional units 47

Plus minimum of One unit from each theme

Rules of Combination

Level 4 NVQ Diploma in Customer Service (4430-04)

New Units

Level 1 Handling Problems

Take details of customer service problems.

Level 2 Delivery

Handling Problems

Development and Improvement

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.

Deliver customer service to difficult customers.

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 Impression and Image

Development and Improvement

Build a customer service knowledge set.

Monitor the quality of customer service transactions.

Level 4 Foundations

Impression and Image

Development and Improvement

Demonstrate understanding of customer service management. Follow organisational rules, legislation and external regulations when managing customer service.

Make customer service environmentally friendly and sustainable.

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 ofunits 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

Level 3 Advanced Apprenticeship Package (9065-03)

• Level 3 NVQ Diploma in Customer Service (4430-03)

• Certificate in Customer Service (4417-03)

• Functional SkillsEnglish Level 2Maths Level 2

Level 2 Apprenticeship Package (9065-02)

• Level 2 NVQ Certificate in Customer Service (4430-02)

• Certificate in Customer Service (4417-02)

• Functional SkillsEnglish Level 1Maths Level 1

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.

Documentation available on the website

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

Centre Guide

Currently reviewing previous NVQ in Customer Service documents

• 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

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 concentratedin a centralised place

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 e-helpdesk020 7294 4113 020 7294 3435

Support Resources

Other Customer Service Qualifications

Level 2 and 3 Certificate in Customer Service (4417)

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

• Level 2 13 credits, 115 GLH - Gola Test and one assignment• Level 3 13 credits, 105 GLH - Two assignments

• Assignments are externally set, internally marked, externally verified

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 inHospitality, Leisure, Travel and Tourism (4421-03) – 2 credits, 20 GLH

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

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 GLHLevel 2 Award in Customer Service Improvement (4425-12) - 2 credits, 20 GLHLevel 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)

Available Now Generic to any industry Suitable for Foundation Learning Portfolio assessment

Any questions?

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

6. Improves quality, saves time and money

Business & ITQ Plus - Skilsure Demonstration