Customer Service NVQ Levels 2 and 3

Customer Service NVQs are aimed at people who are in job roles where they deliver service to customers. These qualifications will help employers and employees achieve and demonstrate total quality as part of a continuous customer-service improvement programme.

The Level 2 qualification is suitable for you if, as part of your job role, you:

need to communicate clearly and confidently;
can work with others to solve problems and support customer service improvements;
have a developing knowledge of your organisation and its products and services; and
have limited influence over what happens at work

To achieve the full award, you must complete a total of five units (four mandatory units and one optional unit).

The Level 3 qualification is suitable for you if, as part of your job role, you:

work in a designated customer service department and/or have a particular customer service job title (a customer service adviser, for example)
work in a non-customer service role, but recognise that customer service is part of your role (an engineer, for example)
work mainly to provide service to customers (if you work in a call centre or hotel, for example)
are an experienced problem solver with good communication skills
are able to suggest and implement changes to improve customer service.

To achieve the full award, you must complete a total of six units (five mandatory units, and one optional unit).

This qualification is very flexible in its structure enabling the organisation and individual to choose the optional units which best suit their work situation and job role.

Like all NVQs this qualification is competence-based. This means it is linked to the candidate's ability to competently perform a range of tasks connected with their work. Candidates plan a programme of development and assessment with their assessor and compile a portfolio of evidence to prove that they are competent and knowledgeable in their work role.

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Customer Services

Customer Service NVQ Levels 2 and 3