NVQ level 2 and 3 in Customer Service

What is a NVQ?

NVQ stands for ‘National Vocational Qualification’ It is a work-related designed to recognise and progress your employee’s abilities at their job. Each one reflects the skills and knowledge needed to do a particular job effectively creating greater confidence and increased motivation.

Customer Service NVQ Level 2/3

Registration onto the Programme

Learners will complete a skills scan questionnaire to measure their knowledge of their current job role. Learners will complete a short basic skills assessment consisting of a literacy and numeracy test. This will establish the NVQ level suitable for the learner. At this point the learner completes all relevant funding paperwork (minimum 2 hours)

Induction

During the 3 hour induction the assessor will introduce learners to the NVQ process and the course content. The assessor will explain the mandatory units and begin selecting optional units with each learner. The optional units will be selected based on what the candidate’s job role consists of and will be agreed by the employer.

Seven Units Level 2: Two Mandatory Units and five Optional Units

• Prepare yourself to deliver good customer service


• Provide customer service within the rules.

Five Optional Units: Are agreed with assessor in the one to one session

Eight Units Level 3: Two Mandatory Units and six Optional Units

• Understand customer service to improve service delivery


• Know the rules to follow when developing customer service

Six Optional Units: Are agreed with assessor in the one to one session

Course Structure

The Level 2 course will consist of 9 workshops that will take place on a regular basis over 6 months, dependant on learner.

The Level 3 course will consist of 10 workshops that will take place on a regular basis over 9 months dependant on learner.

Each session will last 2 Hours and will be delivered either at our centre or on site and consist of underpinning knowledge.

Assessment

The assessment of both Level 2 and 3 courses will consist of assessment planning, reviews, feedback and judgement record, a range of activities to illustrate work-based competence. The assessment methods used will include direct observations, reflective accounts case studies, written and oral questions, reports, witness testimonies, professional discussions and accreditation of prior learning. All the assessment methods used will go toward building the portfolio of evidence.

The assessor will support and guide throughout the course to ensure that the learner has clear understanding of the expectations on them and the evidence they need to collect and produce for their portfolio. Throughout the duration of the course the learner’s portfolio will be assessed and internally verified.