Careermakers

What are these qualifications?

An NVQ (National Vocational Qualification) is a qualification that assesses someone’s competence (that is the skills, knowledge and understanding they have) within a work situation. NVQs are based on the national occupational standards that describe the level and breadth of performance expected of individuals whose work involves Customer Service practices.  These NVQs are based on the national occupational standards developed by the Institute of Customer Service (ICS).  They are the government approved body who set the standards for the Customer Service sector.

NVQs in Customer Service are work-related qualifications available at three different levels.  They are for people whose work involves some aspect of customer service.

Who can take these qualifications?
These NVQs are suitable for anyone whose job includes working in a customer service environment or working directly with customers.  No previous qualifications or education is necessary; the sole requirement is relevant current work experience.

What is its purpose?
The objective of these qualifications is to reflect the work of candidates who undertake Customer Service activities at Levels 2 or 3.
They provide a statement of competence that testifies to the ability of candidates to work to meet customer objectives. They cover support systems, processes and services and recognise that employment in Customer Service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.
These NVQs assess a candidate’s competence against the national occupational standards for Customer Service at Levels 2 or 3. Candidates must prove they are competent in a wide range of activities.

What are the benefits of taking these qualifications?

NVQs in Customer Service have been developed to recognise and reflect a candidate’s work. Each level of the qualifications recognises a candidate’s competence and ability in their everyday work and covers a diverse range of tasks and functions that are part of customer service.

Employees will benefit from:

• A clearer understanding of their responsibility within their organisation
• The opportunity to develop new skills
• The recognition of existing skills

Employers will benefit from:

• Improved staff performance and motivation
• Improvements in the quality of service to customers
• The opportunity to ensure levels of service are to national standard
• Improvements in the quality and service provided

How do these qualifications improve career prospects?

The NVQs are a formal recognition of an employee’s work skills and abilities.

What does taking the NVQ involve?

The first step is deciding which level to take. An assessor advises candidates, taking into account what they can already do and what they are aiming for. Together, the assessor and candidate work out the best mix of training, assessment and observation to fulfil all the requirements of the NVQ. There are no exams for an NVQ; instead, candidates collect evidence during the course of their normal work.

How is the qualification organised?

The four themes are the same across all levels. They are:

• Impression and image
• Delivery
• Handling problems
• Development and improvement.

What are the structures of these NVQs?

To achieve a full OCR Level 2 NVQ in Customer Service, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme.

This qualification contains 3 units that can be brought forward from Level 1; all three units can be claimed towards a Level 2 qualification.

This qualification contains 5 units that can be carried forward to Level 3; from these, a maximum of 3 units may be claimed towards a Level 3 qualification.

To achieve a full OCR Level 3 NVQ in Customer Service, candidates must achieve 8 units made up of 2 mandatory units and 6 optional units, at least one unit from each theme.

This qualification contains 5 units that can be brought forward from Level 2; from these a maximum of 3 units may be claimed towards a Level 3 qualification.
This qualification contains 5 units that can be carried forward to Level 4; all of these can be claimed towards a Level 4 qualification.