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The Register of Regulated Qualifications

View Qualification : NCFE Level 3 NVQ Diploma in Customer Service (QCF)

Qualification
Qualification Number
501/0231/X
Title
NCFE Level 3 NVQ Diploma in Customer Service (QCF)
Awarding Organisation
NCFE
Fees Price List Url
Qualification Type
QCF
Qualification Sub Type
None
Qualification Level
Level 3
Qualification Sub Level
None
EQF Level
Level 4
Regulation Start Date
01-Jul-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
15.2 Administration
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
42
Min Credits at/above Level
22
Minimum Guided Learning Hours
279
Maximum Guided Learning Hours
360
Diploma Guided Learning Hours
279
Barring Classification Code
DE51
Overall Grading Type
Pass
Assessment Methods
Portfolio of Evidence
Exemptions

N/A

Structure Requirements
To achieve the NCFE Level 3 NVQ Diploma in Customer Service the learner must achieve a total of 42 credits. 12 credits must be achieved from the Mandatory Units. A further 30 credits must be achieved by completing a minimum of one unit from each Optional Group. A minimum of 22 credits must be at Level 3.
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
42
Maximum Credit Value
Minimum Subcomponents
Maximum Subcomponents
Mandatory Within Group
Yes
Pathway Reference
Unit Group
A
Label
A
Name
Mandatory units
Group Requirements
Learners must complete both mandatory units
Minimum Credit Value
12
Maximum Credit Value
Minimum Subcomponents
2
Maximum Subcomponents
Mandatory Within Group
Yes
Linked Unit
Demonstrate understanding of customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
K/601/1622
Title
Demonstrate understanding of 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
Demonstrate understanding of the rules that impact on improvements in customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/601/1627
Title
Demonstrate understanding of the rules that impact on improvements in customer service
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Compound Group
B
Label
B
Name
Optional Units
Group Requirements
Optional Units - 30 credits must be achieved by completing a minimum of one unit from each Optional Group
Minimum Credit Value
30
Maximum Credit Value
Minimum Subcomponents
Maximum Subcomponents
Mandatory Within Group
Yes
Pathway Reference
Unit Group
B1
Label
B1
Name
Optional unit - Impression and Image
Group Requirements
Learners must complete a minimum of one unit in this group
Minimum Credit Value
5
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
Yes
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
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
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
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
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
Linked Unit
Champion customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/601/1235
Title
Champion customer service
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
67
Unit Credit Value
10
Linked Unit
Make customer service environmentally friendly and sustainable
Linked Reference Number
Not Set
Unit
Unit Reference Number
F/601/1237
Title
Make customer service environmentally friendly and sustainable
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
73
Unit Credit Value
11
Unit Group
B2
Label
B2
Name
Optional units - Delivery
Group Requirements
Learners must complete a minimum of one unit inthis group.
Minimum Credit Value
4
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
Yes
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
Linked Unit
Maintain and develop a healthy and safe customer service environment
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1234
Title
Maintain and develop a healthy and safe customer service environment
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Linked Unit
Plan, organise and control customer service operations
Linked Reference Number
Not Set
Unit
Unit Reference Number
A/601/1236
Title
Plan, organise and control customer service operations
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
67
Unit Credit Value
10
Linked Unit
Review the quality of customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/601/1238
Title
Review the quality of customer service
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Linked Unit
Build and maintain effective customer relations
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/1239
Title
Build and maintain effective customer relations
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Linked Unit
Deliver seamless customer service with a team
Linked Reference Number
Not Set
Unit
Unit Reference Number
F/601/1240
Title
Deliver seamless customer service with a team
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Unit Group
B3
Label
B3
Name
Optional units - Handling problems
Group Requirements
Learners must complete a minimum of one unit in this group.
Minimum Credit Value
6
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
Yes
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
Linked Unit
Handle referred customer complaints
Linked Reference Number
Not Set
Unit
Unit Reference Number
K/601/1524
Title
Handle referred customer complaints
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
67
Unit Credit Value
10
Unit Group
B4
Label
B4
Name
Optional units - Development and Improvement
Group Requirements
Learners must complete a minimum of one unit in this group.
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
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
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
Implement quality improvements to customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/1578
Title
Implement quality improvements to customer service
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
67
Unit Credit Value
10
Linked Unit
Plan and organise the development of customer service staff
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/1581
Title
Plan and organise the development of customer service staff
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
60
Unit Credit Value
9
Linked Unit
Develop a customer service strategy for a part of an organisation
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1587
Title
Develop a customer service strategy for a part of an organisation
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
73
Unit Credit Value
11
Linked Unit
Manage a customer service award programme
Linked Reference Number
Not Set
Unit
Unit Reference Number
A/601/1592
Title
Manage a customer service award programme
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
7
Linked Unit
Apply technology or other resources to improve customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
Y/601/1597
Title
Apply technology or other resources to improve customer service
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
73
Unit Credit Value
11
Linked Unit
Review and re-engineer customer service processes
Linked Reference Number
Not Set
Unit
Unit Reference Number
R/601/1601
Title
Review and re-engineer customer service processes
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
11
Linked Unit
Manage customer service performance
Linked Reference Number
Not Set
Unit
Unit Reference Number
K/601/1605
Title
Manage customer service performance
Organisation Name
Council for Administration
Unit Level
Level 4
Unit Sub Level
None
Guided Learning Hours
47
Unit Credit Value
7
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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2.1.3.0L