Who is this qualification for?
The objective of this qualification is to prepare learners for employment and/or support a role in the workplace.
How long will it take?
The total qualification time for this qualification is 60 and of this 30 are recommended as guided learning hours
Topics covered
These include completing a job application form, job searching, effective teamwork, preparing for an interview, health and safety in the workplace, working as a volunteer, building working relationships with customers, preparing for work placement, the rules to deliver customer service, fire safety awareness and the range of service provision and roles within health and social care (adults and children and young people), early years and childcare.
Assessment method
This qualification can be assessed by a multiple choice examination, a portfolio of evidence or a practical demonstration.
Who is this qualification for?
The objective of this qualification is to prepare learners for employment and/or support a role in the workplace.
How long will it take?
The total qualification time for this qualification is 60 and of this 30 are recommended as guided learning hours
Topics covered
These include completing a job application form, job searching, effective teamwork, preparing for an interview, health and safety in the workplace, working as a volunteer, building working relationships with customers, preparing for work placement, the rules to deliver customer service, fire safety awareness and the range of service provision and roles within health and social care (adults and children and young people), early years and childcare.
Assessment method
This qualification can be assessed by a multiple choice examination, a portfolio of evidence or a practical demonstration.
Who is this qualification for?
The objective of this qualification is to prepare learners for employment and/or support a role in the workplace.
How long will it take?
The total qualification time for this qualification is 60 and of this 30 are recommended as guided learning hours
Topics covered
These include completing a job application form, job searching, effective teamwork, preparing for an interview, health and safety in the workplace, working as a volunteer, building working relationships with customers, preparing for work placement, the rules to deliver customer service, fire safety awareness and the range of service provision and roles within health and social care (adults and children and young people), early years and childcare.
Assessment method
This qualification can be assessed by a multiple choice examination, a portfolio of evidence or a practical demonstration.
Who is this qualification for?
The objective of this qualification is to prepare learners for employment and/or support a role in the workplace.
How long will it take?
The total qualification time for this qualification is 130 and of this 75 are recommended as guided learning hours
Topics covered
These include completing a job application form, job searching, effective teamwork, preparing for an interview, health and safety in the workplace, working as a volunteer, building working relationships with customers, preparing for work placement, the rules to deliver customer service, fire safety awareness and the range of service provision and roles within health and social care (adults and children and young people), early years and childcare.
Assessment method
This qualification can be assessed by a multiple choice examination, a portfolio of evidence or a practical demonstration.
Who is this qualification for?
The objective of this qualification is to prepare learners for employment and/or support a role in the workplace.
How long will it take?
The total qualification time for this qualification is 370 and of this 279 are recommended as guided learning hours
Topics covered
These include completing a job application form, job searching, effective teamwork, preparing for an interview, health and safety in the workplace, working as a volunteer, building working relationships with customers, preparing for work placement, the rules to deliver customer service, fire safety awareness and the range of service provision and roles within health and social care (adults and children and young people), early years and childcare.
Assessment method
This qualification can be assessed by a multiple choice examination, a portfolio of evidence or a practical demonstration.
Who is this qualification for?
The objective of this qualification is to support a role in the workplace or for learners who are looking to develop their knowledge and understanding to obtain employment within the sector, perhaps as checkout operators or sales assistants.
How long will it take?
The total qualification time is 70 hours and of this 47 are recommended as guided learning hours.
Topics covered
These include Understanding the business of retail, Understanding how a retail business maintains health, safety and security on its premises and Understanding the retail selling process.
Assessment method
This qualification is assessed by a portfolio of evidence.
This qualification is aimed at individuals working within a team leading role in a variety of workplace settings and sectors.
How long will it take?
To complete this qualification learners should expect to undertake 130 hours of learning of which 55 are guided learning hours.
Topics covered
These include how to develop productive working relationships with colleagues, how to manage conflict with colleagues and leading a team, leadership styles and ways of motivating, supporting and encouraging teams, how to identify work-related difficulties and how to find potential solutions.
Assessment method
This qualification is assessed by a portfolio of evidence.
This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments.
How long will it take?
To complete this qualification learners should expect to undertake 30 guided learning hours.
Topics covered
include Know how to deliver good customer service, Know different communication methods, Know how to provide good customer service in line with organisational procedures and Know how to effectively deal with customer queries, problems and complaints.
Assessment Method
This qualification is assessed by portfolio of evidence.
Who is this qualification for?
This qualification is aimed at individuals working or interested in working in a contact centre.
How long will it take?
To complete this qualification learners should expect to undertake 120 hours of learning in total, including 35 guided learning hours.
Topics covered
These include being able to assess personal effectiveness in a contact centre, minimise health and safety risks relating to the job role in a contact centre, hand over customer contacts to others in a contact centre, make direct sales to customers through a contact centre and the purpose of customer service in a contact centre.
Assessment method
This qualification is assessed by a portfolio of evidence.
RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.
Who is this qualification for?
This qualification is aimed at individuals working or preparing to work in a customer service role or where using the telephone is a part of their role.
How long will it take?
To complete this qualification learners should expect to undertake 6 guided learning hours.
Topics covered
These include understanding the principles of customer service, how customers’ needs and expectations are formed, knowing the interpersonal skills and appropriate behaviour required in the customer service environment and understanding the principles of responding to customers’ problems or complaints.
Assessment method
This qualification is assessed by a multiple-choice test.
You can also support your delivery of this qualification with our innovative and multi-device compatible customer service level 2 e-learning course.
RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.
Who is this qualification for?
This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments
How long will it take?
To complete this qualification learners should expect to undertake 115 guided learning hours.
Topics covered
These include delivery of effective customer service and supporting the customer service environment.
Assessment method
This qualification is assessed by a portfolio of evidence.
RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.
Who is this qualification for?
This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments.
How long will it take?
To complete this qualification learners should expect to undertake 105 guided learning hours.
Topics covered
These include the principles which impact on customers’ expectations, how behaviour, communication and interpersonal skills affect customers’ expectations and satisfaction, how legislation affects the customer service process, the process of promoting products and services and the importance of effective teamwork and the monitoring of performance.
Assessment method
This qualification is assessed by a portfolio of evidence.
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