This qualification is aimed at the candidate working in a senior role within an organisation that treats customer service as a priority. The candidate does not have to be a line manager of other people or even have manager as part of the title; however they should hold a position that would allow them to influence decision making and shape how customer service is delivered inside or outside of the organisation.
It is suitable for candidates who:
• have a role that is clearly linked to customer service, for example, customer service managers, customer service team leaders or people who have significant responsibility for operations, staff and other resources
• may have a general management type job that includes some aspects of customer service
• are consultants or specialists who have responsibility for a particular aspect of the business which impacts directly on customer service, such as IT
Level 4
You are not required to sit an examination and do not need any previous qualifications.
This qualification can be achieved in 12 to 18 months.
To achieve this qualification, candidates must achieve a total of 67 credits made up as follows:
From mandatory Group A, candidates must achieve 20 credits.
From the optional groups, candidates must achieve 47 credits by completing a minimum of one unit from each optional group, of which a minimum of 15 credits must be achieved at Level 4.
Group A - Mandatory Units
F5 Demonstrate understanding of customer service management
F6 Follow organisational rules, legislation and external regulations when managing customer service
Optional Units
Group B - Impression & Image
A13 Deal with customers in writing or
electronically
A14 Use customer service as a
competitive tool
A15 Organise the promotion of
additional services or products to
customers
A16 Build a customer service knowledge
set
A17 Champion customer service
A18 Make customer service
environmentally friendly and
sustainable
Group C - Delivery
B9 Deliver customer service
B10 Organise the delivery of reliable
customer service
B11 Improve the customer relationship
B12 Maintain and develop a healthy and
safe customer service environment
B13 Plan, organise and control customer
service operations
B14 Review the quality of customer
service
B15 Build and maintain effective
customer relations
B16 Deliver seamless customer service
with a team
Group D - Handling Problems
C5 Monitor and solve customer service
problems
C6 Apply risk assessment to customer
service
C7 Process customer service
complaints
C8 Handle referred customer
complaints
Group E - Development and Improvement
D8 Work with others to improve
customer service
D9 Promote continuous improvement
D10 Develop your own and others¡¦
customer service skills
D11 Lead a team to improve customer
service
D12 Gather, analyse and interpret
customer feedback
D13 Monitor the quality of customer
service transactions
D14 Implement quality improvements to
customer service
D15 Plan and organise the development
of customer service staff
D16 Develop a customer service
strategy for a part of an
organisation
D17 Manage a customer service award
programme
D18 Apply technology or other resources
to improve customer service
D19 Review and re-engineer customer
service processes
D20 Manage customer service performance
Your assessor/trainer will visit you in the workplace to:
• review and monitor your progress
• give you the necessary guidance and support
• give you feedback on the work you have carried out
During these assessment visits, the assessor/trainer will help you identify suitable work evidence to collect, observe your performance and give you feedback on how you have met the Learning Outcomes, and Evidence Requirements.
At each visit, the assessor/trainer will agree and record an action plan with you and provide you with written feedback.
Assessment will take place when your assessor/trainer visits your workplace. They will help you identify suitable work evidence to collect, observe your performance, give guidance when writing Personal Statements, carryout Professional Discussions and give you feedback on how you have met the Learning Outcomes and Evidence Requirements.
During each visit, the assessor/trainer will agree and record an action plan with you and provide you with written feedback.
A Foundation Degree in Business.
