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CUSTOMER SERVICEBUSINESS SKILLS
QUALIFICATION FACTSHEET
5530
LEVEL 2 & 3 DIPLOMAS AND LEVEL 4 NVQ DIPLOMA IN CUSTOMERSERVICEQCF Qualification Credit Fundable GLH QAN City & Guilds
number
Level 2 Diploma in Customer Service 45 Yes 254 -305
601/3562/1 5530-02
Level 3 Diploma in Customer Service 55 Yes 298 -363
601/3564/5 5530-03
Level 4 NVQ Diploma in Customer Service 50 Yes 179 -299
601/3540/2 5530-04
Qualification aim Qualification levels and definition Progression routes
Providing a variety of progression routes, thesequalifications are aimed at those keen todevelop their understanding of customerservice through to those who set andimplement the customer service strategy for anorganisation.
These qualifications will appeal to workers andemployers in many industries, including contactcentres, tourism and hospitality, retail, financialservices and local government.
The Level 2 and 3 Diplomas are "hybrid"qualifications that combine both knowledge andcompetence (skills) units, whilst the Level 4 NVQDiploma is competence based.
Level 2 aims to develop the learner’s knowledgeof and practical skills for effective customerservice in any industry.
Level 3 learners will focus on developing theirunderstanding of how customer service deliveryaffects customer expectations and how thecustomer service process can be improvedthrough customer feedback and effectiveteamwork. The focus on organisational strategyat Level 4 caters for those in a managerial role.
On completion learners will gain the skills andknowledge required to progress to a wide rangeof customer service roles across manyemployment sectors or alternatively onto thesubsequent qualification level. Additionally, thequalifications are required components withinthe Customer Service apprenticeshipframeworks.
In addition, we also have a number of HigherLevel qualifications offered through the Instituteof Leadership and Management (ILM).www.i-l-m.com
Key features Key benefits
Learners must complete all mandatoryunits, including those covering theessentials of customer service andcommuncation, plus a minimum numberof credits from the optional units.
A wide range of optional units allows you to tailor content to suit learners' individualneeds, whilst meeting the occupational requirements of the industry.
Optional units include those in IT, management and leadership, sales and businessadministration.
Mandatory knowledge units are assessedon-demand through the City & Guilds e-assessment platform e-volve. Thecompetence or skills-based units areassessed through a portfolio of evidence.
e-volve is designed to cut the time spent marking and reduces your paperwork. Theon-demand assessment is flexible and improves success rates as candidates onlycomplete when they are ready.
Our support resources include: a freeQualification Handbook, online tutor andlearner support via SmartScreen, oure-portfolio Learning Assistant andpersonal support.
SmartScreen helps tutors save time planning and supports learners in order to drivegreater quality and better success rates.
Learning Assistant helps save time and money by increasing learner completion ratesby up to 40% over paper delivery.
Personal support is available from the largest team of subject specific QualityConsultants, our Customer Relations Team and dedicated Business Managers.
Structure
Assessment
Support
Reasons to choose City & Guilds
Widest range andchoice of qualifications
We are the market-leading awarding organisation for vocational qualifications. Learners can progress to and from the CustomerServices suite to a wide variety of industry standard qualifications from City & Guilds.
Industry expertise We have worked in partnership with training providers, industry experts and employers to ensure that our qualifications providerelevant, work-ready training.
Recognised byemployers
Our qualifications are trusted and valued by experts and employers alike across industry. This helps providers engage withemployers and allows learners to gain the skills and training needed to succeed in employment.
For more information call +44 (0) 844 543 0000email: [email protected] or visit www.cityandguilds.com
