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The Register of Regulated Qualifications

View Qualification : IMIAL Level 2 NVQ Certificate in Customer Service (QCF)

Qualification
Qualification Number
500/9328/9
Title
IMIAL Level 2 NVQ Certificate in Customer Service (QCF)
Awarding Organisation
IMI Awards Ltd
Fees Price List Url
Qualification Type
QCF
Qualification Sub Type
None
Qualification Level
Level 2
Qualification Sub Level
None
EQF Level
Level 3
Regulation Start Date
01-May-2010
Operational Start Date
01-Aug-2010
Operational End Date
Certification End Date
Offered In England
Yes
Offered In Wales
Yes
Offered In Northern Ireland
Yes
Assessment Language In English
Yes
Assessment Language In Welsh
No
Assessment Language In Irish
No
SSA
15.4 Marketing and Sales
Purpose
D. Confirm occupational competence and/or 'licence to practice'
Sub Purpose
D1. Confirm competence in an occupational role to the standards required
Total Credits
28
Min Credits at/above Level
19
Minimum Guided Learning Hours
192
Maximum Guided Learning Hours
192
Diploma Guided Learning Hours
192
Barring Classification Code
ZZZZ
Overall Grading Type
Pass
Assessment Methods
Portfolio of Evidence
Exemptions
None
Structure Requirements
To achieve this qualification a learner must achieve a minimum of 28 credits from the following: The learner must achieve 8 credits from Group A: Mandatory units. A further 20 credits must be achieved by completing a minimum of one unit from each optional group: Groups B, C, D and E. Note: A minimum of 11 credits must be at Level 2.
The awarding organisation states that this qualification is appropriate for use in the following age ranges.
Age Ranges
Pre-16 : No; 16-18 : Yes; 18+ : No; 19+ : Yes
Further information
This does not imply that eligibility for funding has been agreed for these age ranges.
For further information on the funding of 14-19 qualifications offered in England, please refer to the DFE Section 96 website.
For further information on the funding of 19+ qualifications offered in England, please refer to the SFA website.
For further information on funding in Wales, visit the DAQW website.
For further information on funding in Northern Ireland, visit the DELNI and DENI website.
When undertaking a qualification that does not appear on the governments' lists as eligible for funding for specific age ranges, users must be aware of the legal requirements around activities undertaken by learners of specific ages.
Compound Group
CGM 0
Label
CGM 0
Name
CompoundGroup Mandatory 0
Group Requirements
CompoundGroup Mandatory 0
Minimum Credit Value
28
Maximum Credit Value
Minimum Subcomponents
Maximum Subcomponents
Mandatory Within Group
Yes
Pathway Reference
Unit Group
A
Label
A
Name
Mandatory Units
Group Requirements
Minimum Credit Value
8
Maximum Credit Value
8
Minimum Subcomponents
2
Maximum Subcomponents
2
Mandatory Within Group
Yes
Linked Unit
Communicate using customer service language
Linked Reference Number
Not Set
Unit
Unit Reference Number
F/601/1609
Title
Communicate using customer service language
Organisation Name
Council for Administration
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
30
Unit Credit Value
4
Linked Unit
Follow the rules to deliver customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/1614
Title
Follow the rules to deliver customer service
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
30
Unit Credit Value
4
Compound Group
A2
Label
A2
Name
Optional Parent
Group Requirements
Minimum Credit Value
20
Maximum Credit Value
Minimum Subcomponents
4
Maximum Subcomponents
Mandatory Within Group
Yes
Pathway Reference
Unit Group
B
Label
B
Name
Optional Group - Impression and Image
Group Requirements
Minimum Credit Value
5
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
Yes
Linked Unit
Maintain a positive and customer-friendly attitude
Linked Reference Number
Not Set
Unit
Unit Reference Number
R/601/1209
Title
Maintain a positive and customer-friendly attitude
Organisation Name
Council for Administration
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Communicate effectively with customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
R/601/1212
Title
Communicate effectively with customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Adapt your behaviour to give a good customer service impression
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/1211
Title
Adapt your behaviour to give a good customer service impression
Organisation Name
Council for Administration
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Give customers a positive impression of yourself and your organisation.
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/0933
Title
Give customers a positive impression of yourself and your organisation.
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Promote additional services or products to customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/0936
Title
Promote additional services or products to customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Process information about customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1215
Title
Process information about customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Live up to the customer service promise
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1217
Title
Live up to the customer service promise
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Make customer service personal
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/601/1218
Title
Make customer service personal
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Go the extra mile in customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1220
Title
Go the extra mile in customer service
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Deal with customers face to face
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/601/1221
Title
Deal with customers face to face
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Deal with incoming telephone calls from customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
F/601/1223
Title
Deal with incoming telephone calls from customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Make telephone calls to customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/601/1224
Title
Make telephone calls to customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Deal with customers in writing or electronically
Linked Reference Number
Not Set
Unit
Unit Reference Number
R/601/1226
Title
Deal with customers in writing or electronically
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Use customer service as a competitive tool
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/1228
Title
Use customer service as a competitive tool
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Linked Unit
Organise the promotion of additional services or products to customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/1231
Title
Organise the promotion of additional services or products to customers
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
7
Linked Unit
Build a customer service knowledge set
Linked Reference Number
Not Set
Unit
Unit Reference Number
K/601/1233
Title
Build a customer service knowledge set
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
7
Unit Group
C
Label
C
Name
Optional Group - Delivery
Group Requirements
Minimum Credit Value
4
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
Yes
Linked Unit
Do your job in a customer friendly way
Linked Reference Number
Not Set
Unit
Unit Reference Number
A/601/1205
Title
Do your job in a customer friendly way
Organisation Name
Council for Administration
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Deliver reliable customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/601/1210
Title
Deliver reliable customer service
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Deliver customer service on your customer’s premises
Linked Reference Number
Not Set
Unit
Unit Reference Number
Y/601/1213
Title
Deliver customer service on your customer’s premises
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Recognise diversity when delivering customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
K/601/1216
Title
Recognise diversity when delivering customer service
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Deal with customers across a language divide
Linked Reference Number
Not Set
Unit
Unit Reference Number
A/601/1219
Title
Deal with customers across a language divide
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Linked Unit
Use questioning techniques when delivering customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
A/601/1222
Title
Use questioning techniques when delivering customer service
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
27
Unit Credit Value
4
Linked Unit
Deal with customers using bespoke software
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/1225
Title
Deal with customers using bespoke software
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Maintain customer service through effective handover
Linked Reference Number
Not Set
Unit
Unit Reference Number
Y/601/1227
Title
Maintain customer service through effective handover
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
27
Unit Credit Value
4
Linked Unit
Deliver customer service using service partnerships
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1229
Title
Deliver customer service using service partnerships
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Organise the delivery of reliable customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
Y/601/1230
Title
Organise the delivery of reliable customer service
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Improve the customer relationship
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1232
Title
Improve the customer relationship
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
7
Unit Group
D
Label
D
Name
Optional Group - Handling Problems
Group Requirements
Minimum Credit Value
4
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
Yes
Linked Unit
Recognise and deal with customer queries, requests and problems
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1508
Title
Recognise and deal with customer queries, requests and problems
Organisation Name
Council for Administration
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Take details of customer service problems
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/601/1509
Title
Take details of customer service problems
Organisation Name
Council for Administration
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
27
Unit Credit Value
4
Linked Unit
Resolve customer service problems
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1511
Title
Resolve customer service problems
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Deliver customer service to difficult customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/601/1512
Title
Deliver customer service to difficult customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Monitor and solve customer service problems
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/601/1515
Title
Monitor and solve customer service problems
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Apply risk assessment to customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/1519
Title
Apply risk assessment to customer service
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
67
Unit Credit Value
10
Linked Unit
Process customer service complaints
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/1522
Title
Process customer service complaints
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Unit Group
E
Label
E
Name
Optional Group - Development & Improvement
Group Requirements
Minimum Credit Value
5
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
Yes
Linked Unit
Develop customer relationships
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/601/1526
Title
Develop customer relationships
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Support customer service improvements
Linked Reference Number
Not Set
Unit
Unit Reference Number
A/601/1530
Title
Support customer service improvements
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Develop personal performance through delivering customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
R/601/1534
Title
Develop personal performance through delivering customer service
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Support customers using on-line customer services
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1540
Title
Support customers using on-line customer services
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Buddy a colleague to develop their customer service skills
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1542
Title
Buddy a colleague to develop their customer service skills
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Develop your own customer service skills through self-study
Linked Reference Number
Not Set
Unit
Unit Reference Number
R/601/1548
Title
Develop your own customer service skills through self-study
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Support customers using self-service technology
Linked Reference Number
Not Set
Unit
Unit Reference Number
Y/601/1549
Title
Support customers using self-service technology
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Work with others to improve customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/1553
Title
Work with others to improve customer service
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Linked Unit
Promote continuous improvement
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1554
Title
Promote continuous improvement
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
7
Linked Unit
Develop your own and others' customer service skills
Linked Reference Number
Not Set
Unit
Unit Reference Number
K/601/1555
Title
Develop your own and others' customer service skills
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Linked Unit
Lead a team to improve customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1568
Title
Lead a team to improve customer service
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
7
Linked Unit
Monitor the quality of customer service transactions
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/601/1574
Title
Monitor the quality of customer service transactions
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
7
Linked Unit
Gather, analyse and interpret customer feedback
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1571
Title
Gather, analyse and interpret customer feedback
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
67
Unit Credit Value
10
Barred Units
There are no barred units to display.
Qualification Objectives
ObjectiveResponse
GCSEs priortised to measure school and/or teacher performanceNot Set
Other GCSEsNot Set
Other level 1, 2 and1/2 qualifications used to indicate learners' attainment on completion of compulsory schooling and included in measures of school and/or teacher performanceNot Set
GCEs and ASNot Set
Other level 3 qualifications designed to demonstrate eligibility for progression to higher education and/or used to measure school or college performanceNot Set
ESOL qualifications that are required for citizenshipNot Set
Qualifications that indicate an individual can undertake a specific role in the workplace and that may be relied upon by employersNot Set
Qualifications that an individual is required by law to have gained in order to undertake a specific roleNot Set
Qualifications taken primarily for growth and enjoymentNot Set
Qualifications that are designed to meet the needs of a named employer or other organisationNot Set
Qualifications that are included within apprenticeships frameworks, including functional skillsNot Set
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