Customer Service - Level 4 Diploma (NVQ)

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