All face to face classes at HoW College are currently suspended and the College is partially closed with the exception of key workers' children who have no alternative arrangements


Customer Service - Level 3 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 55 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 15 credits from group B and a maximum of 9 credits from Group D.

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

Mandatory Units (31 credits)

• Organise and deliver customer service
• Understand the customer service environment
• Understand customers and customer retention
• Resolve customers’ problems
• Principles of business
• Manage personal and professional development

Optional Units – Group B (minimum 15 credits)

• Develop resources to support consistency of customer service delivery
• Use service partnerships to deliver customer service
• Resolve customer’s complaints
• Gather, analyse and interpret customer feedback
• Monitor the quality of customer service interactions
• Communicate verbally with customers
• Communicate with customers in writing
• Promote additional products and/or services to customers
• Exceed customer expectations
• Deliver customer service whilst working on customer premises
• 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
• Champion customer service
• Build and maintain effective customer relations
• Manage a customer service award programme
• Manage the use of technology to improve customer service
• Develop a social media strategy for customer service

Optional Units – Group C (maximum of 9 credits)

• Negotiate in a business environment
• Promote equality, diversity and inclusion in the workplace
• Manage team performance
• Manage individuals’ performance
• Collaborate with other departments
• Negotiating, handling objections and closing sales
• Obtaining and analysing sales related information
• Buyer behaviours in sales situations
• Manage incidents referred to a contact centre
• Lead direct sales activities in a contact centre team
• Manage diary systems
• Contribute to the organisation of an event
• Provide reception services
• Buddy a colleague to develop their skills
• Employee rights and responsibilities
• Processing sales orders
• Bespoke Software

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.