Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is a comprehensive qualification designed for individuals looking to enhance their skills and career prospects in the customer service industry. This qualification, part of the Regulated Qualifications Framework (RQF), provides practical training and assessment for those wishing to deliver exceptional service to customers across various sectors. Whether you’re a customer service representative, call center agent, or working in a retail environment, this certificate offers a structured approach to developing the skills necessary for success.
The Level 2 NVQ Certificate in Customer Service (RQF) is designed to equip learners with the knowledge and skills needed to meet the expectations of customers effectively. The qualification focuses on improving communication, problem-solving, and organizational skills, ensuring candidates are prepared to handle customer inquiries and resolve issues efficiently. The NVQ (National Vocational Qualification) format allows learners to gain practical, real-world experience by demonstrating their ability to apply knowledge in a workplace setting, making this qualification highly valued by employers.
The Level 2 NVQ Certificate in Customer Service is assessed through a combination of practical work-based evidence and assessments. Learners must demonstrate their skills and knowledge by completing tasks in the workplace and providing evidence of their ability to meet the required standards. This could include submitting reports, completing customer service scenarios, or providing feedback on real-life experiences.
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is an excellent choice for individuals looking to boost their customer service skills and progress in their careers. With its practical, hands-on approach to learning, this qualification not only enhances the skills required for effective customer service but also provides the foundation for future career advancement in a competitive job market. By completing this certificate, you can stand out to employers and become a valued asset in any customer-focused role.
- Age Requirement: Learners must be at least 16 years old.
- Work Experience: It is recommended that learners have some experience in a customer service role, although prior formal qualifications are not necessary.
- English Proficiency: Basic reading, writing, and communication skills are needed to complete the course assessments effectively.
- Commitment: Learners should be committed to completing work-based assessments and demonstrating their skills in a customer-facing environment.
Mandatory Units
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) qualification, learners must achieve 8 credits from the mandatory units an additional 20 credits must be achieved from the optional units. At least 11 of the credits from the optional units must be at level 2.
Mandatory Units
| Unit Title | Credit | Guided Learning Hours |
| Communicate using customer service language | 4 | 30 |
| Follow the rules to deliver customer service | 4 | 30 |
Optional Units
| Unit Title | Credit | Guided Learning Hours |
| Promote additional services or products to customers | 6 | 40 |
| Deal with incoming telephone calls from customers | 5 | 33 |
| Process information about customers | 5 | 33 |
| Make telephone calls to customers | 6 | 40 |
| Give customers a positive impression of yourself and your organisation | 5 | 33 |
| Live up to the customer service promise | 6 | 40 |
| Go the extra mile in customer service | 6 | 40 |
| Communicate effectively with customers | 5 | 33 |
| Make customer service personal | 6 | 40 |
| Deal with customers face to face | 5 | 33 |
| Use customer service as a competitive tool | 8 | 53 |
| Organise the promotion of additional services or products to customers | 7 | 47 |
| Build a customer service knowledge set | 7 | 47 |
| Adapt your behaviour to give a good customer service impression | 5 | 33 |
| Maintain a positive and customer -friendly attitude | 5 | 33 |
| Deal with customers in writing or electronically | 6 | 40 |
| Deal with customers across a language divide | 8 | 53 |
| Use questioning techniques when delivering customer service | 4 | 27 |
| Deliver reliable customer service | 5 | 27 |
| Recognise diversity when delivering customer service | 5 | 33 |
| Deal with customers using bespoke software | 5 | 33 |
| Deliver customer service on your customers premises | 5 | 33 |
| Maintain customer service through effective handover | 4 | 33 |
| Do your job in a customer friendly way | 5 | 33 |
| Deliver customer service using service partnerships | 6 | 33 |
| Improve the customer relationship | 7 | 40 |
| Organise the delivery of reliable customer service | 6 | 47 |
| Resolve customer service problems | 6 | 40 |
| Deliver customer service to difficult customers | 6 | 40 |
| Apply risk assessment to customer service | 10 | 67 |
| Process customer service complaints | 6 | 40 |
| Monitor and solve customer service problems | 6 | 40 |
| Recognise and deal with customer queries, requests and problems | 5 | 33 |
| Take details of customer service problems | 4 | 27 |
| Support customer service improvements | 5 | 33 |
| Support customers using online customer services | 5 | 33 |
| Buddy a colleague to develop their customer service skills | 5 | 33 |
| Develop personal performance through delivering customer service | 6 | 40 |
| Develop your own customer service skills through selfstudy | 6 | 40 |
| Support customers using selfservice technology | 5 | 33 |
| Develop customer relations | 6 | 40 |
| Work with others to improve customer service | 8 | 53 |
| Promote continuous improvement | 7 | 47 |
| Develop your own and others customer service skills | 8 | 53 |
| Lead a team to improve customer service | 7 | 47 |
| Gather analyse and interpret customer feedback | 10 | 67 |
| Monitor the quality of customer service transactions | 7 | 47 |
| Deliver customer service to difficult customers | 6 | 40 |
| Apply risk assessment to customer service | 10 | 67 |
| Process customer service complaints | 6 | 40 |
| Monitor and solve customer service problems | 6 | 40 |
| Recognise and deal with customer queries, requests and problems | 5 | 33 |
| Take details of customer service problems | 4 | 27 |
| Support customer service improvements | 5 | 33 |
| Support customers using online customer services | 5 | 33 |
| Buddy a colleague to develop their customer service skills | 5 | 33 |
| Develop personal performance through delivering customer service | 6 | 40 |
| Develop your own customer service skills through selfstudy | 6 | 40 |
| Support customers using selfservice technology | 5 | 33 |
| Develop customer relations | 6 | 40 |
| Work with others to improve customer service | 8 | 53 |
| Promote continuous improvement | 7 | 47 |
| Develop your own and others customer service skills | 8 | 53 |
| Lead a team to improve customer service | 7 | 47 |
| Gather analyse and interpret customer feedback | 10 | 67 |
| Monitor the quality of customer service transactions | 7 | 47 |
| Group A | |||||
| Unit Title | GLH | Credits | |||
| Plan and deliver learning activities under the direction of a teacher | 21 | 4 | |||
| Support literacy development | 18 | 3 | |||
| Support numeracy development | 18 | 3 | |||
| Support teaching and learning in a curriculum area | 12 | 3 | |||
| Support delivery of the 14 – 19 curriculum | 15 | 3 | |||
| Provide literacy and numeracy support | 16 | 3 | |||
| Support gifted and talented learners | 21 | 4 | |||
| Support children’s speech, language and communication | 30 | 4 | |||
| Group B | |||||
| Support bilingual learners | 23 | 4 | |||
| Provide bilingual support for teaching and learning | 32 | 6 | |||
| Group C | |||||
| Group C1 Mandatory Unit(s) | |||||
| Support disabled children and young people and those with special educational needs | 24 | 5 | |||
| Group C2 Optional Unit(s) | |||||
| Support children and young people with behaviour, emotional and social development needs | 25 | 4 | |||
| Support learners with cognition and learning needs | 21 | 4 | |||
| Support learners with communication and interaction needs | 21 | 4 | |||
| Support learners with sensory and/or physical needs | 21 | 4 | |||
| Support individuals to meet personal care needs | 16 | 2 | |||
| Group D | |||||
| Support children and young people during transitions in their lives | 18 | 4 | |||
| Develop interviewing skills for work with children and young people | 21 | 3 | |||
| Facilitate the learning and development of children and young people through mentoring | 30 | 4 | |||
| Improving the attendance of children and young people in statutory education | 40 | 5 | |||
| Promote the well-being and resilience of children and young people | 30 | 4 | |||
| Provide information and advice to children and young people | 22 | 3 | |||
| Support children and young people to achieve their education potential | 30 | 4 | |||
| Support children and young people to make positive changes in their lives | 27 | 4 | |||
| Support young people in relation to sexual health and risk of pregnancy | 10 | 2 | |||
| Support young people to develop, implement and review a plan of action | 25 | 3 | |||
| Support young people who are socially excluded or excluded from school | 10 | 2 | |||
| Group E | |||||
| Assist in the administration of medication | 25 | 4 | |||
| Invigilate tests and examinations | 19 | 3 | |||
| Lead an extra-curricular activity | 16 | 3 | |||
| Maintain learner records | 12 | 3 | |||
| Monitor and maintain curriculum resources | 14 | 3 | |||
| Organise travel for children and young people | 12 | 2 | |||
| Supervise children and young people on journeys, visits and activities outside of the setting | 15 | 3 | |||
| Work in partnership with parents to engage them with their children’s learning and development in schools | 31 | 6 | |||
| Group F | |||||
| Work with other practitioners to support children and young people | 15 | 3 | |||
| Plan, allocate and monitor work of a team | 25 | 5 | |||
| Provide leadership and direction for own area of responsibility | 30 | 5 | |||
| Set objectives and provide support for team members | 35 | 5 | |||
| Support learning and development within own area of responsibility | 25 | 5 | |||
| Team working | 23 | 3 | |||
The learning outcomes of the Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) focus on equipping learners with the essential skills and knowledge required to provide excellent customer service in a professional environment. Upon successful completion of this course, learners will:
- Understand the Principles of Customer Service: Learners will gain a thorough understanding of the key concepts, practices, and expectations in customer service, ensuring they can deliver high-quality service in a variety of customer-facing roles.
- Develop Communication Skills: Learners will improve their ability to communicate effectively with customers, both verbally and in writing. This includes listening skills, managing difficult conversations, and providing clear information to meet customer needs.
- Apply Problem-Solving Techniques: Learners will develop the ability to identify customer issues, offer appropriate solutions, and resolve complaints efficiently, enhancing overall customer satisfaction.
- Enhance Customer Service Delivery: Learners will demonstrate practical skills in providing consistent and efficient customer service, handling inquiries, and ensuring that customer expectations are met or exceeded in every interaction.
- Work Effectively in a Customer Service Environment: Learners will acquire the skills necessary to collaborate with colleagues and other departments, contributing to the smooth running of customer service operations and the achievement of team goals.
- Understand Health and Safety Regulations: Learners will be familiarized with the essential health and safety guidelines within a customer service setting, ensuring that they maintain a safe environment for both customers and staff.
These learning outcomes ensure that learners are fully prepared to meet the demands of their customer service roles and can apply their skills effectively in real-world situations.
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is ideal for individuals who are working in or aspiring to work in customer-facing roles. It is designed for:
- Customer Service Representatives: Individuals who interact directly with customers, providing assistance and resolving issues.
- Retail Assistants: Those working in retail environments, helping customers with product inquiries, purchases, and general service.
- Call Center Agents: Professionals handling customer queries and support over the phone or online.
- Hospitality Staff: Employees in hotels, restaurants, or event management who are responsible for guest services.
- Newcomers to Customer Service: Those who are new to customer service roles and want to build foundational skills and knowledge.
- Aspiring Supervisors or Managers: Individuals aiming for career advancement within the customer service industry, looking to develop leadership and management skills.
This course is perfect for anyone looking to enhance their customer service skills and improve their career prospects in a variety of customer-focused industries.
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