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Customer Service NVQs are amongst the most popular vocational qualifications in the UK. They are truly generic and can be used across all industries, organisations and job roles. Their popularity reflects a demand from employers for staff to demonstrate high levels of personal effectiveness as recognised Customer Service Professionals.

This NVQ is aimed at candidates whose role is likely to involve a diverse range of functions, tasks and activities that are constantly developing and changing. It is suitable for candidates who are working in a customer service environment or whose role is delivering effective customer service and interacting directly with customers.

What qualification will I achieve?

OCR Level 2 NVQ Customer Service

How long is the course?

The NVQ is work-based and is designed to reflect the skills and knowledge of people who work in business and administration in a wide range of industries and types of organisations. The qualification is taken over 6 – 9 months depending on each individual.

What are the entry requirements?

There are no formal entry requirements for this qualification, only that the candidates undertake administration related activities.

How will I learn?

This qualification is competence-based, linking a person’s ability to competently perform a range of tasks connected with their work. This means that a person’s skills, knowledge and competences are assessed in a practical way, combined with building a portfolio of practical work, which is monitored by your assessor from College.

What subjects will I study?

You must complete a total of seven units to achieve this award. Two units are mandatory and five must be selected from a variety of optional units. The Mandatory units are:

• Prepare yourself to deliver good customer service
• Provide customer service within the rules

Below is a list of some of the optional units that you can from.

• Give customers a positive impression of yourself and your organisation
• Promote additional services or products to customers
• Process customer service information
• Deal with customers in writing or using ICT
• Deal with customers face to face
• Deal with customers by telephone
• Deliver reliable customer service
• Recognise and deal with customer queries, requests and problems
• Resolve customer service problems
• Develop customer relationships
• Support customer service improvements
• Develop personal performance through delivering customer service

How will I be assessed?

You will be assessed on your ability to competently perform a range of tasks connected with your work. This will include your knowledge and understanding of the unit and evidence that you provide to identify your performance.

The assessor assigned to you will agree what you need to provide as suitable evidence in relation to your own work situation and job role.

What opportunities will this lead to?

Level 3 NVQ in Customer Service
ILM Level 3 Certificate in First Line Management

Are there any additional costs?

None.

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