Customer Service

The OCR Level 1 NVQ in Customer Service is designed to reflect the skills and knowledge of people who are thinking about a career or working in job which involves dealing with customers and related activities.

This qualification provides individuals with an opportunity to get the skills and knowledge needed for a career in customer service or any job which nvolves dealing with customers. The six units encompass a broad range of competencies from the customer service sector. This NVQ has been esigned so that some evidence can be gathered in the workplace and some evidence can be generated from simulation.

This NVQ is a work-oriented qualification and is aimed at those who have current real work experience. It is open to candidates of any age, of either gender and there are no entry barriers on grounds of race, creed or previous academic ttainment or learning.

The OCR Level 2 NVQ in Customer Service qualification is primarily aimed at candidates who undertake a customer service role and recognise that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing. It is suitable for candidates:

  • who have particular customer service and administrative job roles
  • who are working in a customer service environment
  • whose role is to provide service to customers

The OCR Level 3 NVQ in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment. It is suitable for candidates who:

  • can influence what happens at work
  • use the organisation’s rules and systems flexibly to deliver good service
  • question the way things are done and suggest improvements
  • have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
  • are aware of the commercial or other pressures facing the organisation/business

The OCR Level 4 NVQ in Customer Service is aimed at candidates working in a senior role within an organization that treats customer service as a priority. The candidate does not have to be a line manager of other people or even have manager as part of the title; however they should hold a position that would allow them to influence decision making and shape how customer service is delivered inside or outside of the organisation. It is suitable for candidates who:

  • have a role that is clearly linked to customer service, for example, customer service managers, customer service team leaders or people who have significant responsibility for operations, staff and other resources
  • who may have a general management type job that includes some aspects of customer service
  • are consultants or specialists who have responsibility for a particular aspect of the business which impacts directly on customer service, such as IT.

These NVQs are work-orientated qualifications and are suitable for those who have current real work experience. They are open to candidates of any age, of either gender and there are no entry barriers on grounds of race, creed or revious academic attainment or learning.

Share this via: