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| Qualification: | Awarding Body: |
| NVQ Level 2 | |
| Key Skills Certificate | Edexcel |
| BTEC Level 2 Certificate | |
| Duration of Course and how it is delivered: | |
| 9 – 11 months (average), depending on your experience and work role. Study modes can be via workshops, on-line portfolios or self-study. There is also an option to complete the Level 2 BTEC Certificate via Onscreen Test. | |
| Entry Requirements: | |
| This qualification is aimed at individuals where customer service is part of their work. They do not have to be carrying out a particular customer service role, but they should be committed to offering the best service to their customers. The customer is described as anyone that the individual provides a service to. | |
| Topics / Areas of Study / Unit Titles: | |
| The full NVQ award structure has 2 mandatory units plus 5 optional units – a total of 7 units. The mandatory units are: | |
| • Prepare yourself to deliver good customer service | |
| • Provide customer service within the rules | |
| Assessment Methods: | |
| Candidates will also attend a training course which is used to support the framework requirements covering knowledge and understanding leading to an Onscreen test (optional, can be portfolio based). | |
| Assessment is carried out by a combination of the following: | |
| - APEL | |
| - Observation of Performance | |
| - Work products | |
| - Witness Testimonies | |
| - Written assignments/Case Studies | |
| - Questioning/Discussion | |
| - Onscreen Testing (Optional) | |
| Progression opportunities: | |
| The candidate can progress on to a Customer Service Level 3 Advanced Apprenticeship if their job role changes. | |