1. Bringing Clarity to Customer Service Business Support NVQs on the Framework
Welcome 1

2. Bringing Clarity to Business Support NVQs on the Framework
12/09/2018
Bringing Clarity to Business Support NVQs on the Framework
Agenda
Welcome and introductions
Overview of Customer Service qualifications and structures
Qualification highlights
Main differences and new units
Rules of Combination (ROC)
Assessment strategy
Qualification approval
Efficient and effective assessment and guidance
Support resources
© City & Guilds 2002

3. Sector Skills Body (SSB) Update
Contacting the Sector Skills Body (SSB)
New: The Council for Administration (CFA)
Tel:
Website:
Previously: The Institute of Customer Service (ICS)
Tel:
Fax:
Website: 3

4. Overview of Qualification and Structure
City & Guilds Reference
QAN Number
Qualification
Title
End Registration Date
End Certification Date
500/9348/4
Level 1 NVQ Certificate in Customer Service
31 Jul 2014
31 Jul 2015
500/9341/1 
Level 2 NVQ Certificate in Customer Service
31 Jul 2016
500/8818/X
Level 3 NVQ Diploma in Customer Service
31 Jul 2017
500/8817/8
Level 4 NVQ Diploma in Customer Service

5. Qualification Highlights
Registrations available from 1 August 2010
The Institute of Customer Service (ICS) have confirmed the
Qualifications as Full Qualifications
These qualifications replace the 4543 Level 1-4 NVQs in Customer Service
There are no major changes in units or evidence requirements
18 New units, reflecting changes in market eg Self Service
Flexibility
Automatic approval

6. Overview of Qualification and Structure
Rules of Combination
Level 1 NVQ Certificate in Customer Service ( )
Total number of credits 22
Credits at Level 1 12
Mandatory credits 8
Optional units 14
Plus minimum of
One unit from each theme 6

7. Overview of Qualification and Structure
Rules of Combination
Level 2 NVQ Certificate in Customer Service ( )
Total number of credits 28
Credits at Level 2 15
Mandatory credits 8
Optional units 20
Plus minimum of
One unit from each theme 7

8. Overview of Qualification and Structure
Rules of Combination
Level 3 NVQ Diploma in Customer Service ( )
Total number of credits 42
Credits at Level 3 22
Mandatory credits 12
Optional units 30
Plus minimum of
One unit from each theme 8

9. Overview of Qualification and Structure
Rules of Combination
Level 4 NVQ Diploma in Customer Service ( )
Total number of credits 67
Credits at Level 4 35
Mandatory credits 20
Optional units 47
Plus minimum of
One unit from each theme 9

10. New Units Level 1 Handling Problems
Take details of customer service problems.
Level 2
Delivery
Handling Problems
Development and Improvement
Deal with customers across a language divide.
Use questioning techniques when delivering customer service.
Deal with customers using bespoke software.
Maintain customer service through effective hand over.
Deliver customer service to difficult customers.
Support customers using on-line customer services.
Buddy a colleague to develop their customer service skills.
Develop your own customer service skills through self-study.
Support customers using self-service technology. 10

11. New Units Level 3 Impression and Image Development and Improvement
Build a customer service knowledge set.
Monitor the quality of customer service transactions.
Level 4
Foundations
Impression and Image
Development and Improvement
Demonstrate understanding of customer service management.
Follow organisational rules, legislation and external regulations when managing customer service.
Make customer service environmentally friendly and sustainable.
Apply technology or other resources to improve customer service.
Review and re-engineer customer service processes.
Manage customer service performance. 11

12. Assessment Strategy
Read all guidelines in the Assessment Strategy for the methods mentioned below.
Simulation
The use of simulation for the following Level 1 NVQ Units only:
C1 Recognise and deal with customer queries, requests and problems
C2 Take details of customer service problems
Realistic Working Environment (RWE)
The use of a Realistic Working Environment including work experience and work
placement is allowed for all units in the Level 1 and Level 2 NVQ 12

13. Assessment Strategy
Read all guidelines in the Assessment Strategy for the method mentioned below.
Employer Direct Model
The Employer Direct Model has been developed to meet the needs of specific
employers based on their knowledge of the Customer Service NOS and
qualifications and their history of internal assessor/internal verifier expertise. 13

14. Customer Service Activity
Within your groups, with the Rules of Combination and list of
units available – prepare a structure for the following:
A Level 2 NVQ Certificate in Customer Service
A Level 3 NVQ Diploma in Customer Service
A Level 4 NVQ Diploma in Customer Service
(job roles will be shown on the handout for this activity)

15. Apprenticeship/Advanced Apprenticeship
Apprenticeship - Customer Service
Advanced Apprenticeship - Customer Service
Candidates can register for Functional Skills within the packages, however those
completing Key Skills, Core Skills, Essential Skills or none of those listed do not
register results for Functional Skills.
Level 2 Apprenticeship Package ( )
Level 2 NVQ Certificate in Customer Service ( )
Certificate in Customer Service ( )
Functional Skills
English Level 1
Maths Level 1
Level 3 Advanced Apprenticeship Package ( )
Level 3 NVQ Diploma in Customer Service ( )
Certificate in Customer Service ( )
Functional Skills
English Level 2
Maths Level 2 15

16. Support Resources Documentation available on the website
12/09/2018
Support Resources
Documentation available on the website
Handbooks for Level 1-4
Generic recording form link
Events resources including Activity
Customer Service brochure and information sheet
To be added
Centre Guide
Currently reviewing previous NVQ in Customer Service documents
Candidate handbook
Recording forms
HAB recording forms
© City & Guilds 2002 16

17. Support Resources Candidate Logbook
12/09/2018
Support Resources
Candidate Logbook
4430 Level 2 NVQ Certificate in Customer Services
Creates a consistent approach to recording learners
Evidence requirements, saving time and effort in assessment
Well presented high quality document
Easy-to-use recording forms
Clear page design
Order code: TL024430
© City & Guilds 2002 17

18. Support Resources Supported Qualifications
12/09/2018
Support Resources
Supported Qualifications
4430 Level 2 and 3 NVQ Certificate/ Diploma in Customer Services
4417 Level 2 and 3 Certificate in Customer Services
Saves significant time by providing relevant, qualification specific support concentrated
in a centralised place
Provides you with high quality document
Qualification support materials written by subject matter experts
Opportunity to share best practice in discussion forums
24/7 access to online support materials aimed at both tutors and learners
Contact your local regional office for more details or:
Print helpdesk e-helpdesk
© City & Guilds 2002 18

19. Other Customer Service Qualifications
Level 2 and 3 Certificate in Customer Service (4417)
Provide evidence towards the core units of the NVQ
Competitively priced
Prepared for the Framework
Technical certificate for the Customer Service Apprenticeship
Two Mandatory Units at Level 2 and 3
Level credits, 115 GLH - Gola Test and one assignment
Level credits, 105 GLH - Two assignments
Assignments are externally set, internally marked, externally verified 19

20. Other Customer Service Qualifications
Level 2 Award in Principles of Customer Service in Hospitality,
Leisure, Travel and Tourism ( ) – 1 credit, 10 GLH
Level 3 Award in Supervising Customer Service Performance in
Hospitality, Leisure, Travel and Tourism ( ) – 2 credits, 20 GLH
Suitable for one and two day short courses
Specific to the sector
Prepared for the Qualification and Credit Framework
Written short answer question paper plus a case study at Level 3, on demand
Level 1, 2 and 3 Awards in Customer Service (8992) – 6-10 credits, 30 – 90 GLH
Suitable for any customer service role generic to any industry
Ideal for employer induction training
Written question paper, on demand 20

21. Other Customer Service Qualifications
Level 2 Award in Customer Service Delivery ( ) - 2 credits, 20 GLH
Level 2 Award in Customer Service Improvement ( ) - 2 credits, 20 GLH
Level 3 Award in Leading Customer Service ( ) - 3 credits, 30 GLH
Available Now
Generic to any industry
Suitable for short courses
Level 1 Award for Introduction to Customer Service ( )
Level 1 Certificate for Introduction to Customer Service ( )
Entry 3 Award for Introduction to Customer Service ( )
Entry 3 Certificate for Introduction to Customer Service ( )
Suitable for Foundation Learning
Portfolio assessment 21

22. 9/12/2018
Any questions?
© City & Guilds 2002

23. Business & ITQ Plus - Skilsure Demonstration
12/09/2018
Business & ITQ Plus - Skilsure Demonstration
General features and benefits
Upload and reference any type of digital evidence to a candidate’s unique e-portfolio
Unique logons for candidate, assessor, IV, EV, company personnel, and local system admin
High level of data security
Real time reporting on progress, visible progress tracking
Easy for candidates to use
© City & Guilds 2002 23

24. Business & ITQ Plus - Skilsure Demonstration
12/09/2018
Business & ITQ Plus - Skilsure Demonstration
Special features and benefits
Integrated with City & Guilds registration
30 day free trial
Competitively priced
Automated credit calculator for Framework
Automated IV sampling plans
Improves quality, saves time and money
© City & Guilds 2002 24