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

Bringing Clarity to Business Support NVQs on the Framework Agenda Welcome and introductions Overview 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

Sector Skills Body (SSB) Update Contacting the Sector Skills Body (SSB) New: The Council Sector Skills Body (SSB) Update Contacting the Sector Skills Body (SSB) New: The Council for Administration (CFA) Tel: 020 7091 9620 Website: www. cfa. uk. com Previously: The Institute of Customer Service (ICS) Tel: 01206 571 716 Fax: 01206 546 688 Website: www. instituteofcustomerservice. com

 Overview of Qualification and Structure City & Guilds Reference QAN Number 4430 -01 Overview of Qualification and Structure City & Guilds Reference QAN Number 4430 -01 500/9348/4 4430 -02 Qualification Title End Registration Date End Certification Date 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 2014 31 Jul 2016 4430 -03 500/8818/X Level 3 NVQ Diploma in Customer Service 31 Jul 2014 31 Jul 2017 4430 -04 500/8817/8 Level 4 NVQ Diploma in Customer Service 31 Jul 2014 31 Jul 2017

Qualification Highlights • Registrations available from 1 August 2010 • The Institute of Customer 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

Overview of Qualification and Structure Rules of Combination Level 1 NVQ Certificate in Customer Overview of Qualification and Structure Rules of Combination Level 1 NVQ Certificate in Customer Service (4430 -01) Total number of credits 22 Credits at Level 1 12 Mandatory credits 8 Optional units 14 Plus minimum of One unit from each theme

Overview of Qualification and Structure Rules of Combination Level 2 NVQ Certificate in Customer Overview of Qualification and Structure Rules of Combination Level 2 NVQ Certificate in Customer Service (4430 -02) Total number of credits 28 Credits at Level 2 15 Mandatory credits 8 Optional units 20 Plus minimum of One unit from each theme

Overview of Qualification and Structure Rules of Combination Level 3 NVQ Diploma in Customer Overview of Qualification and Structure Rules of Combination Level 3 NVQ Diploma in Customer Service (4430 -03) Total number of credits 42 Credits at Level 3 22 Mandatory credits 12 Optional units 30 Plus minimum of One unit from each theme

Overview of Qualification and Structure Rules of Combination Level 4 NVQ Diploma in Customer Overview of Qualification and Structure Rules of Combination Level 4 NVQ Diploma in Customer Service (4430 -04) Total number of credits 67 Credits at Level 4 35 Mandatory credits 20 Optional units 47 Plus minimum of One unit from each theme

New Units Level 1 Handling Problems Take details of customer service problems. Level 2 New Units Level 1 Handling Problems Take details of customer service problems. Level 2 Delivery 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. Handling Problems Deliver customer service to difficult customers. Development and Support customers using on-line customer services. Improvement Buddy a colleague to develop their customer service skills. Develop your own customer service skills through self-study. Support customers using self-service technology.

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

Assessment Strategy Read all guidelines in the Assessment Strategy for the methods mentioned below. 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: C 1 Recognise and deal with customer queries, requests and problems C 2 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

Assessment Strategy Read all guidelines in the Assessment Strategy for the method mentioned below. 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.

Customer Service Activity Within your groups, with the Rules of Combination and list of 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)

Apprenticeship/Advanced Apprenticeship - Customer Service Candidates can register for Functional Skills within the packages, Apprenticeship/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 (9065 -02) Level 3 Advanced Apprenticeship Package (9065 -03) • Level 2 NVQ Certificate in Customer Service (4430 -02) • Level 3 NVQ Diploma in Customer Service (4430 -03) • Certificate in Customer Service (4417 -02) • Certificate in Customer Service (4417 -03) • Functional Skills English Level 1 Maths Level 1 • Functional Skills English Level 2 Maths Level 2

Support Resources Documentation available on the website ü ü Handbooks for Level 1 -4 Support Resources Documentation available on the website ü ü Handbooks for Level 1 -4 Generic recording form link Events resources including Activity Customer Service brochure and information sheet www. cityandguilds. com To be added Ø Centre Guide Currently reviewing previous NVQ in Customer Service documents • • • Candidate handbook Recording forms HAB recording forms

Support Resources Candidate Logbook 4430 Level 2 NVQ Certificate in Customer Services Creates a 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 ü Well presented high quality document ü Easy-to-use recording forms ü Clear page design Order code: TL 024430

Support Resources Supported Qualifications 4430 Level 2 and 3 NVQ Certificate/ Diploma in Customer 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 ü ü 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 020 7294 4113 e-helpdesk 020 7294 3435

Other Customer Service Qualifications Level 2 and 3 Certificate in Customer Service (4417) ü Other Customer Service Qualifications Level 2 and 3 Certificate in Customer Service (4417) ü ü ü 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 2 Level 3 • Assignments are externally set, internally marked, externally verified 13 credits, 115 GLH - Gola Test and one assignment 13 credits, 105 GLH - Two assignments

Other Customer Service Qualifications Level 2 Award in Principles of Customer Service in Hospitality, Other Customer Service Qualifications Level 2 Award in Principles of Customer Service in Hospitality, Leisure, Travel and Tourism (4421 -02) – 1 credit, 10 GLH Level 3 Award in Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism (4421 -03) – 2 credits, 20 GLH ü ü 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 ü ü Suitable for any customer service role generic to any industry Ideal for employer induction training Prepared for the Qualification and Credit Framework Written question paper, on demand

Other Customer Service Qualifications Level 2 Award in Customer Service Delivery (4425 -02) - Other Customer Service Qualifications Level 2 Award in Customer Service Delivery (4425 -02) - 2 credits, 20 GLH Level 2 Award in Customer Service Improvement (4425 -12) - 2 credits, 20 GLH Level 3 Award in Leading Customer Service (4425 -03) - 3 credits, 30 GLH ü Available Now ü Generic to any industry ü Suitable for short courses Level 1 Award for Introduction to Customer Service (4411 -01) Level 1 Certificate for Introduction to Customer Service (4411 -11) Entry 3 Award for Introduction to Customer Service (4411 -30) Entry 3 Certificate for Introduction to Customer Service (4411 -33) ü ü Available Now Generic to any industry Suitable for Foundation Learning Portfolio assessment

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