Customer Service Qualifications

Our Customer Service qualifications are for learners who work in Customer Service job roles (Customer Service Advisor, Customer Service Operator, Call Centre Advisor, Help Desk Operative and Service Agent etc). It gives learners the opportunity to:

  1. Develop and demonstrate technical and wider sector-related knowledge to underpin competence in the example job roles stated above. Technical knowledge includes the principles and practices of delivering customer service and understanding the different types of customers, their needs, wants and expectations. Wider sector related knowledge includes equality and diversity, organisational structure and environment, and legislation and regulations that govern the industry.

  2. Develop and demonstrate a range of technical skills and behaviours that supports competence in the example job roles stated above. This includes communicating with customers using appropriate communication channels, resolving customer problems and complaints, building relationships with customers, promoting additional products and/or services and the ability to improve own learning and performance.

  3. Develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills (PLTS).

  4. Have their existing skills recognised by attaining a nationally recognised qualification.
Our qualifications in Customer Service are awarded by Pearson or EAL and have been accredited by the regulators of England, Wales and Northern Ireland (Ofqual, the Welsh Government and CCEA), and are part of the Qualifications and Credit Framework (QCF). They are supported by Asset Skills, the Sector Skills Council for the places where we live and work.

Qualifications Available:
NVQ Level 2 Diploma in Customer Service
NVQ Level 3 Diploma in Customer Service

Entry Requirements:
Learners MUST be working in a Customer Service based role for both Level 2 and Level 3 qualifications. Ideally, candidates should have 5 GCSE’s (grade C or above) or have completed a Level 2 qualification to work towards the Level 3 qualification.

Qualification Duration:
On average, it takes approximately 12-18 months to complete; however quicker completion is possible but dependant upon the committment put in by the learner.

It is unrealistic to assume that these qualifications can be completed in less than 6 months.

Qualification Delivery:
As well as receiving practical training in the work place, it will involve off the job training for the underpinning knowledge required for the NVQ and Essential Skills (if applicable) elements of the qualification. Off the job training will be provided by Vivisum Solutions; however this does not necessarily mean participants will have to leave their place of work. We have a flexible approach to learning and will come to the participant to complete all necessary assessments. This will be discussed and decided between the participant, the employer and Vivisum staff during the initial consultation.

Qualification Fees:
Please see our Pricing Strategy for more information.

Update (02/08/2016): These qualifications are fully funded by the Welsh Government (through the European Social Fund). Please contact us for more information about the eligibility criteria and details of the application process.

Needed to Pass:
Each candidate must compile a portfolio of work based evidence.
Each candidate must pass a series of online assessments.

Next Steps:
Contact Us to register an interest or for more information.