(NVQ/QCF)CustomerServiceAdvancedApprenticeshipLevel3
Thesequalificationsareaimedatexperiencedserviceproviderswhoareinapositiontoinfluenceothersandbringaboutimprovementsinskillsandservicedelivery.Thequalificationsaredesignedtocaterforthewiderangeanddiversityofjobroleswherecompetenceincustomerserviceisvital.Theaimsofthisqualificationistocontributetotheskills,knowledgeandoverallperformanceofthoseworkingintheserviceindustry.Theyprovidedafirstinsightintotheprinciplesandprocessofcustomerserviceandwillaidcareerprogression.
Components Diploma inCustomerServiceLevel3,FunctionalSkills -MathLevel2,EnglishLevel2,EmploymentRightsandResponsibilities(ERR)[OptionalunitorSkillsCFAWorkbook] and Personal Learning and Thinking Skills (PLTS) [All 6 havebeenmappedtotheMandatoryunits]
AwardingBody EDEXCEL
Overview Industryrecognisedcertificationforexperiencedserviceproviders
Duration 12monthsminimum
Requirements To complete this qualification, candidates must achieve 55 Credits from achoiceofunitsspecialisingwithinyourservicesector.
Delivery In-companyprogrammeforindividualsandgroups
Assessment Observation, discussion, personal statement, supporting documentation,portfolioofevidence,onscreentesting.
LearnerSupport Learningmaterial,allworkplacebased
Progression Level4Diploma inCustomerService,Level3Diploma inManagementor jobrolessuchasServiceDelivery,ClientServicesorCustomerOperationsManager
Fees Fundingavailable,subjecttoeligibility
(Level3NVQ/QCF)DiplomainCustomerService-Qualificationstructure
ToachievetheCustomerServicefullLevel3qualification,learnersmustcompleteaminimumoffifty-fivecredits.Thelearnermustachievefortycreditsfromunitsatlevel3orabove;thirty-onecreditsmustbecompletedfromGroupAMandatoryUnitsandaminimumoffifteencreditsfromGroupBoptionalunitsandaminimumofninecreditsfromGroupsBandCoptionalunits[maximum9fromC].
GroupA-MandatoryUnits QCFlevel Credit
OrganiseandDeliverCustomerService 3 5
UnderstandtheCustomerServiceEnvironment 3 5
(*1)ResolveCustomers’Problems 3 4
PrinciplesofBusiness 3 10
UnderstandCustomersandCustomerRetention 3 4
ManagePersonalandProfessionalDevelopment 3 3
GroupB-OptionalUnits QCFlevel Credit
DevelopResourcestoSupportConsistencyof
CustomerServiceDelivery
3 5
UseServicePartnershipstoDeliverCustomerService 3 3
(*2)ResolveCustomers’Complaints 3 4
Gather,AnalyseandInterpretCustomerFeedback 3 5
MonitortheQualityofCustomerServiceInteractions 3 5
CommunicateVerballywithCustomers 2 3
CommunicatewithCustomersinWriting 2 3
PromoteAdditionalProductsand/orServicesto
Customers
2 2
ExceedCustomerExpectations 2 3
DeliverCustomerServiceswhilstWorkingon
Customers’Premises
2 4
DeliverCustomerServicetoChallengingCustomers 2 3
DevelopCustomerRelationships 2 3
SupportCustomerServiceImprovements 2 3
UseSocialMediatoDeliverCustomerService 2 3
GroupB-OptionalUnits(Cont.) QCFlevel Credit
SupportCustomersThroughReal-timeOnline
CustomerService
2 3
ChampionCustomerService 4 4
BuildandMaintainEffectiveCustomerRelations 4 6
ManageaCustomerServiceAwardProgramme 4 4
ManagetheUseofTechnologytoImproveCustomer
Service
4 4
SupportCustomerUsingSelf-serviceEquipment 2 3
ProvidePost-transactionCustomerService 2 5
DevelopaSocialMediaStrategyforCustomerService 4 5
GroupC–OptionalUnits QCFlevel Credit
NegotiateinaBusinessEnvironment 3 4
PromoteEquality,DiversityandInclusioninthe
Workplace
3 3
ManageTeamPerformance 3 4
ManageIndividuals’Performance 3 4
CollaboratewithOtherDepartments 3 3
Negotiating,HandlingObjectionsandClosingSales 3 4
ObtainingandAnalysingSales-relatedInformation 3 4
BuyerBehaviourinSalesSituations 3 3
ManageIncidentsReferredtoaContactCentre 3 6
LeadDirectSalesActivitiesinaContactCentreTeam 3 4
ManageDiarySystems 2 2
ContributetotheOrganisationofanEvent 2 3
ProvideReceptionServices 2 3
BuddyaColleaguetoDeveloptheirSkills 2 3
EmployeeRights&Responsibilities 2 2
ProcessingSalesOrders 2 2
BespokeSoftware 3 4
Barredcombinationofunits(*1)&(*2)