Customer Service Apprenticeship, Level 2 Certificate (NVQ)

Course overview

National Vocational Qualifications are one of the most popular qualifications within industry as they are delivered during working hours and demonstrate competency within a job role. These qualifications are based on national occupational standards, which are statements of performance that describe what competent people in a particular occupation are expected to be able to do. They cover all the main aspect of a specified occupation, including current best practice and are ideal for addressing skills gaps as well as identifying competence.

To achieve the full qualification, candidates must attain a minimum of 45 credits in total, comprising all the mandatory units (Group A) and the remaining credits will be achieved by selecting the following optional units; a minimum of 3 credits from group B and a minimum of 16 credits from group C and a maximum of 7 credits from Group D.

The Learning and Skills Development Officer will provide support and guidance in selecting the appropriate units.

Mandatory Units (19 credits)

• Deliver customer service
• Understand customers
• Principles of customer service
• Understand employer organisations
• Management of personal development and performance.

Optional Units – Group B (minimum 3 credits)

• Communicate verbally with customers
• Communicate with customers in writing

Optional Units – Group C (minimum 16 credits)

• Deal with incoming telephone calls from customers
• Make telephone calls to customers
• Promote additional products and/or services to customers
• Process information about customers
• Exceed customer expectations
• Deliver customer service whilst working on customer service whilst working on customer’s
• Carry out customer service handovers
• Resolve customer service problems
• Deliver customer service to challenging customers
• Develop customer relationships
• Support customer service improvements
• Support customers through real-time online customer service
• Support customers using self-service equipment
• Use social media to deliver customer service
• Provide post-transaction customer service
• Resolve customers’ complaints
• Gather, analyse and interpret customer feedback

Optional Units – Group D (maximum of 7 credits)

• Health and Safety procedures in the workplace
• Manage diary systems
• Provide reception services
• Contribute to the organisation of an event
• Buddy a colleague to develop their skills
• Employee rights and responsibilities
• Develop working relationships with colleagues
• Principles of equality and diversity in the workplace
• Processing sales orders
• Meeting customers’ after sales needs
• Handling objections and closing sales
• Deal with incidents through a contact centre
• Carry out direct sales activities in a contact centre
• Negotiate in a business environment

Entry requirements

To be working a minimum of 10 hours per week in a appropriate vocational role which will enable you to gather the evidence for your qualification.

How will I be assessed?

Assessment for this qualification will be via direct observation in the working environment.  Knowledge will also be assessed via assignments or a portfolio of evidence.  Some of the evidence used in portfolios will include; witness testimonies, professional discussion and the learners' own plans and written records.

What can I do next

Upon completing this qualification a review will take place with yourself and your employer to discuss progression opportunties which may lead to further study.