Course Information

Who is the course for?

This is for people working in a customer service sector. It is intended for individuals whose job role involves dealing with customers. Learners will be contributing to deliver a service to a wide range of customers within their organisation.

What does the course involve?

The NVQ is related directly to the learner's job role and helps to reflect on their performance at work and review their working practices. It provides a personal development opportunity and enhances efficiency within an organisation. 

Candidates must achieve a minimum of 28 credits. Completion of the mandatory units will provide eight credits. The remainder will be achieved by completing a selection of optional units (depending on credit value and rules of combination). The assessor will guide on the selection of appropriate units.

Mandatory units:

  • Communicate using customer service language
  • Follow the rules to deliver customer service

Optional units:

The optional units cover a wide variety of roles within customer service including, communicate effectively with customer, face to face or by telephone, promote additional products or services to customers, process customers information, go the extra mile for a customer, deal with customers using a bespoke software.

The assessor will help to identify the most appropriate units for the learner's individual role.

What makes this course special?

Our NVQs are fully supported through our online portfolio system (OneFile).  Candidates have access to their portfolio online in order to upload work, view progress to date (shown as a total percentage) and to contact their dedicated assessor.  The portfolio can be accessed at any time, e.g. at home or in the workplace which makes the submission of work much simpler.

Placements/Work Placements

This is a competence based qualification so it is vital that learner's work within a customer service setting.  Working within a customer service environment gives real experience to draw from when providing evidence for the NVQ and when working towards specific competencies.

It is important that learners are working within a customer service position with key responsibilities attached to their role before enrolling onto the NVQ.

Entry Requirements

All candidates must be in appropriate customer service role. Prior to enrolment, an assessor will arrange to meet the learners and discuss their job role to ensure that it will afford sufficient scope to provide all of the evidence required.

What are the assessment methods?

There is no requirement to attend College. The assessor will assess the learner in the workplace, provide an induction onto the online portfolio and through subsequent contact, will carry out observations of you at work, obtain testimonies from colleagues and carry out professional discussions, set knowledge questions and use appropriate work product.

How long is the course?

It is expected that the qualification will take up to 12 months to achieve however, candidates work at their own pace so can achieve as quickly as they wish, taking into account contact with their assessor.

What are the progression options?

There are progression opportunities onto the Level 3 NVQ Diploma in Customer Service. We also offer knowledge based qualifications in Business and Administration, Customer Service and Team Leading at level 2, which would provide further knowledge on the subjects and are certificated.

Awarding Body


Further Information