Level 2 Diploma in Customer Service

Level 2 Diploma in Customer Service is for learners who work in, or who want to work in customer service in roles such as Customer Service Advisor, Customer Service Operator, Call Centre Advisor, Help Desk Operative and Service Agent.

It gives learners the opportunity to:

● develop and demonstrate technical and wider sector-related knowledge to underpin competence in the job roles stated above. Technical knowledge includes the principles and practices of delivering customer service and understanding the different types of customers, their needs, wants and expectations. Wider sector-related knowledge includes equality and diversity, organisational structure and environment, and legislation and regulations that govern the industry

● develop and demonstrate a range of technical skills and behaviours that supports competence in the job roles stated above. This includes communicating with customers using appropriate communication channels, resolving customer problems and complaints, building relationships with customers, promoting additional products and/or services and the ability to improve own learning and performance

● develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills (PLTS)

● have existing skills recognised

● achieve a nationally recognised Level 2 qualification.

Price: The price of this course is £550 (VAT Exempt)

Assessment: This qualification is assessed by a portfolio of evidence stored on our electronic platform which must cover all assessment criteria of the units selected. The portfolio of evidence will be assessed and internally quality assured by the Centre. The qualification will be delivered through a mix of blended learning using our online learning platform, face to face visits in the workplace.

Progression: Individuals achieving this qualification may wish to progress onto a higher level Customer Service qualification.

Delivery: The course is a totally flexible roll on roll off programme which is built around your job role and commitments and can be delivered over 26 weeks, the end date will be negotiated with you at the beginning of the course. The course can be delivered in your workplace on a one to one basis or in group/one to one workshops, through blended learning using our online platform or a combination of the above, whichever is best for you.

Level 3 NVQ Diploma in Customer Service

Level 3 Diploma in Customer Service is for learners who work in, or who want to work in customer service roles such as Customer Service Supervisor Customer Relationship Manager Customer Service Team leader Client Services Officer Events Coordinator.

The qualification gives learners the opportunity to:

● develop and demonstrate technical and wider sector-related knowledge to underpin competence in the job roles stated above. This includes the principles, and techniques for organising and delivering customer service, building and maintaining relationships with customers and an understanding of the legislation and regulations that governs the industry

● develop and demonstrate a range of technical skills and behaviours that supports competence in the job roles stated above. This includes resolving customer problems and complaints, communicating with customers, delivering non-routine customer service and supporting improvements in customer service

● develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills (PLTS)

● have existing skills recognised

● achieve a nationally-recognised Level 3 qualification.

Price: The price of this course is £720 (VAT Exempt)

Assessment: This qualification is assessed by a portfolio of evidence stored on our electronic platform which must cover all assessment criteria of the units selected. The portfolio of evidence will be assessed and internally quality assured by the Centre. The qualification will be delivered through a mix of blended learning using our online learning platform, face to face visits in the workplace.

Progression: Individuals achieving this qualification may wish to progress onto a higher level customer service or management qualification.

Delivery: The course is a totally flexible roll on roll off programme which is built around your job role and commitments and can be delivered over 26-52 weeks, the end date will be negotiated with you at the beginning of the course. The course can be delivered in your workplace on a one to one basis or in group/one to one workshops, through blended learning using our online platform or a combination of the above, whichever is best for you.

Level 4 NVQ Diploma in Customer Service

Level 4 NVQ Diploma in Customer is for learners who work in, or who want to work in customer service management roles such as Service Delivery Manager Client Services Manager Customer Operations Manager Communications Manager.

The qualification gives learners the opportunity to:

● develop and demonstrate a range of technical skills and behaviours that supports competence in the job roles stated above. This includes managing and preparing staff and resources for customer service delivery, developing customer service strategy and reviewing and improving the quality of customer service

● develop their knowledge and understanding related to the job roles specified above, including, techniques and practices for monitoring and improving the quality of customer service, understanding how to build effective relationships with customers and how resources are developed to support customer service delivery

● have existing skills recognised

● achieve a nationally-recognised Level 4 qualification

● develop their own personal growth and engagement in learning

Price: The price of this course is £800 (VAT Exempt)

Assessment: This qualification is assessed by a portfolio of evidence stored on our electronic platform which must cover all assessment criteria of the units selected. The portfolio of evidence will be assessed and internally quality assured by the Centre. The qualification will be delivered through a mix of blended learning using our online learning platform, face to face visits in the workplace.

Progression: Individuals achieving this qualification may wish to progress onto a higher level management qualification.

Delivery: The course is a totally flexible roll on roll off programme which is built around your job role and commitments and can be delivered over 52 weeks, the end date will be negotiated with you at the beginning of the course. The course can be delivered in your workplace on a one to one basis or in group/one to one workshops, through blended learning using our online platform or a combination of the above, whichever is best for you.