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Vocational qualifications > Qualifications > Customer Service > Level 2 NVQ Certificate in Customer Service

Level 2 NVQ Certificate in Customer Service

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Qualification fee and dates

Registration close date Start Date End date Fee
15th March 2014 15th May 2014 15th May 2015 £1230
15th June 2014 15th August 2014 15th August 2015 £1230

This qualification is expected to start for the last time in August 2014

Further details about a replacement qualification will be available during summer 2014

Size of qualification

This Level 2 NVQ Certificate in Customer Service has a minimum credit value of 28.

Please read our Level 2 NVQ Certificate Customer Service Qualification Structure page to find out about how these credits must be achieved through a combination of mandatory and optional credits.

To register

To register for this qualification you need to complete a pre-registration assessment questionnaire and a registration agreement form. These prompt you to consider all the aspects involved in undertaking a supported distance learning qualification and to seek permission from your organisation to collect evidence in the workplace. To find out more about registering please click here ‘How to Register’

Supported distance learning

To achieve this qualification you will work through a series of 8 modules. Each module is structured with set activities to enable you to:

  • Gather evidence for the qualification
  • Receive guidance on how to present your evidence
  • Understand how to use the eportfolio system

You will have access through VQLearner Home to online resources and other Open University courses to help you to develop knowledge and understanding for the qualification. You will also receive support from the VQAC Learner Support Team and your allocated assessor.

How long will it take?

When you register, you will see that your qualification has a stated end date. You can complete your qualification sooner than the end date if you are able to submit work regularly and at a good pace.

If you do not complete your registered qualification by the stated end date you may be able to apply for an extension which will incur additional fees.

Qualification content and how it is assessed

The majority of credit in this certificate (20 credits) is made up from optional units. The remaining credit (8 credits) is included in the 2 mandatory units. Each unit in the qualification is split into learning outcomes with associated assessment criteria.

Mandatory Units

The first mandatory unit, Communicate using customer service language, is all about the language, basic principles and skills needed to communicate effectively with customers and colleagues.  You will be required to show how you fit into the customer service picture within your organisation and how your job contributes to good customer service.

Through real examples of your work with customers, you will show how you identify customers, describe and explain the services or products that meet their needs and demonstrate how you communicate with them using customer service language.

The second mandatory unit, Follow the rules to deliver customer service, will involve demonstrating your understanding of all the rules that apply to customer service delivered by your organisation and how you apply them in your job.

Through real examples of your work with customers you will show how you follow your organisations practices and procedures and that you know how to follow the rules to deliver customer service.
Optional Units

The remaining 20 credits are made up from a range of units.  These optional units cover a variety of tasks and skills you may perform in your customer service role and are split into Optional Groups.

You must choose at least one optional unit from each group:

  • Impression and image
  • Delivery
  • Handling problems
  • Development and improvement

Recognition of Prior Learning

Recognition of Prior Learning (RPL) recognises the contribution a person’s previous experience could contribute to a qualification.

The qualification structure