Course overview

National Vocational Qualifications are one of the most popular qualifications within industry as they are delivered during working hours and demonstrate competency within a job role. These qualifications are based on national occupational standards, which are statements of performance that describe what competent people in a particular occupation are expected to be able to do. They cover all the main aspect of a specified occupation, including current best practice and are ideal for addressing skills gaps as well as identifying competence.

To achieve the full qualification, candidates must attain a minimum of 50 credits in total, comprising all the mandatory units (Group A) and the remaining credits will be achieved by selecting the following optional units; a minimum of 20 credits from group B and a maximum of 16 credits from group C

The Learning and Skills Development Officer will provide support and guidance in selecting the appropriate units.

Mandatory Units (Group A)

• Manage customer service operations
• Champion customer service
• Manage personal and professional development

Optional Units (Group B)

• Review the quality of customer service
• Build and maintain effective customer relations
• Develop a customer service strategy
• Manage a customer service award programme
• Manage the use of technology to improve customer service
• Develop customer service through social media
• Develop resources to support consistency of customer service delivery
• Use service partnerships to deliver customer service
• Resolve customers’ problems
• Resolve customers’ complaints
• Gather, analyse and interpret customer feedback
• Monitor the quality of customer service interactions

Optional Units – Group C

• Encourage learning and development
• Initiate and implement operational change
• Manage a project
• Manage business risk
• Support environmental sustainability in a business environment
• Manage health and safety in own area of responsibility
• Manage incident management systems in a contact centre
• Promote equality, diversity and inclusion in the workplace
• Manage team performance
• Manage individual’s performance
• Encourage innovation
• Negotiating, handling objections and closing sales
• Obtaining and analysing sales related information
• Buyer behavior in sales situations
• Manage incidents referred to a contact centre
• Design business process
• Manage direct sales operations in a contact centre
• Bespoke software

Entry requirements

To be working a minimum of 10 hours per week in a appropriate vocational role which will enable you to gather the evidence for your qualification

How will I be assessed?

Assessment for this qualification will be via direct observation in the working environment.  Knowledge will also be assessed via assignments or a portfolio of evidence.  Some of the evidence used in portfolios will include; witness testimonies, professional discussion and and written records. 

What can I do next

Upon completing this qualification a review will take place with yourself and your employer to discuss progression opportunties which may lead to further study.