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
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