Customer Service NVQ Level 1

The Customer Service NVQ is a nationally recognised and flexible qualification based on industry standards and aimed at those working in a customer service role across all occupations and sectors of employment. The programme is available at three levels and is designed to develop and enhance the practical skills and knowledge needed to complement work already carried out within a customer service environment. Whether you are dealing with customers face to face, over the telephone or online, this programme will help you enhance the professional image of your business, improve the quality of customer support, and develop customer relations through the provision of a more efficient and effective customer facing service.

Candidates will learn how to sharpen problem solving skills to ensure the provision of assistance in a friendly and helpful way with programme objectives personalised according to individual and business needs. Day to day work tasks will provide opportunities for recognition of those candidates demonstrating their ability to reach the standards required in their chosen area and level and examples include customer focused support systems, processes and services.

Start Date

On demand and in the workplace to suit employer and employee needs.

Programme Content

The programme is unit based and candidates must complete six units in total to successfully complete the qualification. There are five mandatory units and candidates must choose an additional unit from the two available optional units to reflect their own work experience and customer service needs.

Mandatory Units

• Prepare yourself to deliver good customer service

• Maintain a positive & friendly attitude

• Communicate effectively with customers

• Do your job in a customer friendly way

• Provide customer service within the rules

Optional Units

• Recognise and deal with customer queries, requests and problems

• Adapt your behaviour to make a good customer service impression

Assessment Process

Each unit is assessed through the observation and questioning of normal activities within the workplace and the development of a portfolio within which learners collect electronic, paper and witness statement evidence that they have covered the skills/knowledge required for the unit. Learners are also required to create reflective accounts of their work for inclusion in the portfolio.

Learners who do not complete the whole qualification can gain certification for those units they have successfully achieved.

Length of Programme

We support learners and set standards to enable participants to achieve targets and personal goals at an agreed pace. All learners are supported by a dedicated uke learning assessor who provides advice, guidance and support in the workplace throughout the duration of the programme.