(NVQ/QCF)CustomerServiceAdvancedApprenticeshipLevel3

Thesequalificationsareaimedatexperiencedserviceproviderswhoareinapositiontoinfluenceothersandbringaboutimprovementsinskillsandservicedelivery.Thequalificationsaredesignedtocaterforthewiderangeanddiversityofjobroleswherecompetenceincustomerserviceisvital.Theaimsofthisqualificationistocontributetotheskills,knowledgeandoverallperformanceofthoseworkingintheserviceindustry.Theyprovidedafirstinsightintotheprinciplesandprocessofcustomerserviceandwillaidcareerprogression.

Components Diploma inCustomerServiceLevel3,FunctionalSkills -MathLevel2,EnglishLevel2,EmploymentRightsandResponsibilities(ERR)[OptionalunitorSkillsCFAWorkbook] and Personal Learning and Thinking Skills (PLTS) [All 6 havebeenmappedtotheMandatoryunits]

AwardingBody EDEXCEL

Overview Industryrecognisedcertificationforexperiencedserviceproviders

Duration 12monthsminimum

Requirements To complete this qualification, candidates must achieve 55 Credits from achoiceofunitsspecialisingwithinyourservicesector.

Delivery In-companyprogrammeforindividualsandgroups

Assessment Observation, discussion, personal statement, supporting documentation,portfolioofevidence,onscreentesting.

LearnerSupport Learningmaterial,allworkplacebased

Progression Level4Diploma inCustomerService,Level3Diploma inManagementor jobrolessuchasServiceDelivery,ClientServicesorCustomerOperationsManager

Fees Fundingavailable,subjecttoeligibility

(Level3NVQ/QCF)DiplomainCustomerService-Qualificationstructure

ToachievetheCustomerServicefullLevel3qualification,learnersmustcompleteaminimumoffifty-fivecredits.Thelearnermustachievefortycreditsfromunitsatlevel3orabove;thirty-onecreditsmustbecompletedfromGroupAMandatoryUnitsandaminimumoffifteencreditsfromGroupBoptionalunitsandaminimumofninecreditsfromGroupsBandCoptionalunits[maximum9fromC].

GroupA-MandatoryUnits QCFlevel Credit

OrganiseandDeliverCustomerService 3 5

UnderstandtheCustomerServiceEnvironment 3 5

(*1)ResolveCustomers’Problems 3 4

PrinciplesofBusiness 3 10

UnderstandCustomersandCustomerRetention 3 4

ManagePersonalandProfessionalDevelopment 3 3

GroupB-OptionalUnits QCFlevel Credit

DevelopResourcestoSupportConsistencyof

CustomerServiceDelivery

3 5

UseServicePartnershipstoDeliverCustomerService 3 3

(*2)ResolveCustomers’Complaints 3 4

Gather,AnalyseandInterpretCustomerFeedback 3 5

MonitortheQualityofCustomerServiceInteractions 3 5

CommunicateVerballywithCustomers 2 3

CommunicatewithCustomersinWriting 2 3

PromoteAdditionalProductsand/orServicesto

Customers

2 2

ExceedCustomerExpectations 2 3

DeliverCustomerServiceswhilstWorkingon

Customers’Premises

2 4

DeliverCustomerServicetoChallengingCustomers 2 3

DevelopCustomerRelationships 2 3

SupportCustomerServiceImprovements 2 3

UseSocialMediatoDeliverCustomerService 2 3

GroupB-OptionalUnits(Cont.) QCFlevel Credit

SupportCustomersThroughReal-timeOnline

CustomerService

2 3

ChampionCustomerService 4 4

BuildandMaintainEffectiveCustomerRelations 4 6

ManageaCustomerServiceAwardProgramme 4 4

ManagetheUseofTechnologytoImproveCustomer

Service

4 4

SupportCustomerUsingSelf-serviceEquipment 2 3

ProvidePost-transactionCustomerService 2 5

DevelopaSocialMediaStrategyforCustomerService 4 5

GroupC–OptionalUnits QCFlevel Credit

NegotiateinaBusinessEnvironment 3 4

PromoteEquality,DiversityandInclusioninthe

Workplace

3 3

ManageTeamPerformance 3 4

ManageIndividuals’Performance 3 4

CollaboratewithOtherDepartments 3 3

Negotiating,HandlingObjectionsandClosingSales 3 4

ObtainingandAnalysingSales-relatedInformation 3 4

BuyerBehaviourinSalesSituations 3 3

ManageIncidentsReferredtoaContactCentre 3 6

LeadDirectSalesActivitiesinaContactCentreTeam 3 4

ManageDiarySystems 2 2

ContributetotheOrganisationofanEvent 2 3

ProvideReceptionServices 2 3

BuddyaColleaguetoDeveloptheirSkills 2 3

EmployeeRights&Responsibilities 2 2

ProcessingSalesOrders 2 2

BespokeSoftware 3 4

Barredcombinationofunits(*1)&(*2)