Customer Service Verification Update Andrew Calder Customer Service HN & VQ

Verification Activity Update 2016-2017 Visits to 20 centres with all recorded “significant strengths” in centre performance More Centres using e-learning portfolio system Positive feedback on new Customer Service standard Good practice continued to be identified on visits Centres are ensuring Assessors and Internal Verifiers have updated their knowledge to unit L & D9 D1 and L & D11 Andrew Calder SEV Customer Service HN & VQ

Verification Activity Update 2016-2017 Linking to Verification Visit Report which is 15/18 Quality Assurance Criterion Category 2: Resources Criterion 2.1: Assessors and Internal Verifiers must be competent to assess and internally verify, in line with the requirements of the qualification. The rating score was 90%   Andrew Calder SEV Customer Service HN & VQ

Verification Activity Update 2016-2017 All Centre Assessors and Internal Verifiers continue to be fully qualified and have sound occupational experience holding correct units D32, D33, A1 or unit L & D9 D for assessor or D34, V1or L & D11 for verifier. CPD is well documented using a variety of recording methods including participation in events. Only two centres had a recommendation to include specific customer service activities in future CPD records. Andrew Calder SEV Customer Service HN & VQ

Verification Activity Update 2016-2017 CPD records should contain some customer service activities Assessment strategy Assessors must be occupationally competent. Assessors must provide current evidence of competence, knowledge and understanding in the area to be assessed. This must be demonstrated by relevant experience and continuing professional development (CPD) which may include the achievement of qualification(s) at level the area is being assessed. Andrew Calder SEV Customer Service HN & VQ

Verification Activity Update 2016-2017 CPD records should contain some customer service activities Assessment strategy Internal Verifiers must be occupationally competent. Internal Verifiers must demonstrate sufficient and current understanding of the qualifications to be internally verified, and know these practises are applied in the verification. Their relevant experience must be demonstrated and their CPD show knowledge and understanding of the customer service standard. Andrew Calder SEV Customer Service HN & VQ

SQA Customer Service Support Packs SQA have within SQA Secure site, materials to support the following mandatory units of SVQ Level 2 & 3 in Customer Services: H9YM 04 F1 Communicate in a Customer Service Environment H9YX04 F2 Deliver Customer Service within the Rules H9YY04 F3 Show understanding of Customer Service HA0004 F4 Show understanding of Rules that impact on improvement in Customer Service Remember these are available within SQA Secure site and the Centre Co-Ordinator can help and assist you for access to these materials. Andrew Calder SEV Customer Service HN & VQ

Conclusion of Customer Service Verification Update Andrew Calder SEV Customer Service HN & VQ