Focus Awards Level 4 NVQ Diploma in Customer Service (RQF)
(QRN – 601/7330/0)
Qualification OverviewThe Focus Awards Level 4 NVQ Diploma in Customer Service (RQF) is aimed at developing the learners knowledge and skills required to recognise (at an operational level) the development and application of customer service strategies. Learners will also have the opportunity to elect optional units that can reflect their preferred route into the customer service environment or expand on their current set of customer service skills.
Qualification StructureLearners must achieve 55 credits by completion of all mandatory units in Group A totalling 14 credits, a minimum of 36 credits from the optional units group. A minimum of 20 credits must be achieved from optional Group B and a maximum of 16 credits must be achieved from optional Group C.
Learner Entry RequirementsLearners should be competent in literacy and numeracy, preferably at Level 2, to help with elements of communication. This is at the discretion of the centre as they may decide to use diagnostic testing methods to ascertain how they can support learners.
Progression RoutesLearners wishing to progress from this qualification can undertake the following:
- Focus Awards Level 5 Diploma In Management And Leadership (RQF)
- Focus Awards Level 3 Diploma In Business Administration (RQF)
- Focus Awards Level 4 NVQ Diploma In Business Administration (RQF)
Age RangesLearners should be at least 18 years old to undertake this qualification.
Geographical CoverageThis qualification has been accredited for use in England and Northern Ireland.
Qualification SpecificationTo view the Qualification Specification please click here.
|Unit Title||Unit Ref||Level||GLH||Credit|
|Mandatory Units (Group A)|
|Champion customer service||D/506/2153||4||17||4|
|Manage personal and professional development||T/506/2952||3||12||3|
|Manage customer service operations||M/506/2898||4||23||7|
|Optional Units (Group B)|
|Review the quality of customer service||F/506/2176||4||20||4|
|Build and maintain effective customer relations||R/506/2179||4||25||6|
|Manage a customer service award programme||L/506/2181||4||15||4|
|Manage the use of technology to improve customer service||Y/506/2183||4||14||4|
|Develop resources to support consistency of customer service delivery||Y/506/2166||3||21||5|
|Use service partnerships to deliver customer service||D/506/2167||3||20||3|
|Resolve customers’ problems||K/506/2169||3||19||4|
|Resolve customers’ complaints||R/506/2151||3||22||4|
|Gather, analyse and interpret customer feedback||D/506/2170||3||24||5|
|Monitor the quality of customer service interactions||K/506/2172||3||27||5|
|Develop a customer service strategy||R/506/2960||4||25||6|
|Develop a social media strategy for customer service||D/506/2962||4||16||5|
|Develop customer service through social media||H/506/2963||4||16||5|
|Optional Units (Group C)|
|Encourage learning and development||M/506/1962||4||16||3|
|Initiate and implement operational change||T/506/1980||4||19||4|
|Manage a project||R/506/1999||4||38||7|
|Manage business risk||L/506/2004||4||27||6|
|Support environmental sustainability in a business environment||R/506/1954||4||38||4|
|Manage Health and Safety in own area of responsibility||D/504/4056||4||15||5|
|Manage incident management systems in a contact centre||H/503/0417||4||12||6|
|Promote equality, diversity and inclusion in the workplace||T/506/1820||3||15||3|
|Manage team performance||A/506/1821||3||21||4|
|Manage individuals’ performance||J/506/1921||3||20||4|
|Negotiating, handling objections and closing sales||F/502/8612||3||22||4|
|Obtaining and analysing sales-related information||R/502/8615||3||24||4|
|Buyer behaviour in sales situations||K/502/8622||3||27||3|
|Manage incidents referred to a contact centre||K/503/0418||3||30||6|
|Design business processes||D/506/2055||5||23||5|
|Manage direct sales operations in a contact centre||Y/503/0401||5||30||7|