What is an NVQ?

An NVQ (National Vocational Qualification) is a qualification that assesses someone’s competence (that is the skills, knowledge and understanding they have) within a work situation. NVQs are based on the national occupational standards that describe the level and breadth of performance expected of individuals whose work involves Customer Service practices. These NVQs are based on the national occupational standards developed by the Institute of Customer Service (ICS). They are the government approved body who set the standards for the Customer Service sector.

The awarding body for these NVQs is Oxford Cambridge and RSA Examinations (OCR) and the regulatory body is the Qualifications and Curriculum Authority (QCA).

These qualifications have been accepted by QCA for inclusion in the National Qualifications Framework (NQF).

What is its purpose?

The objective of these qualifications is to reflect the work of candidates who undertake Customer Service activities at Levels 2, 3 or 4.

They provide a statement of competence that testifies to the ability of candidates to work to meet customer objectives. They cover support systems, processes and services and recognise that employment in Customer Service involves a diverse range of functions, tasks and activities that are constantly developing in the light of changing customer needs.

These NVQs assess a candidate’s competence against the national occupational standards for Customer Service at Levels 2, 3 and 4. Candidates must prove they are competent in a wide range of activities.

Who are these NVQs for?

The OCR Level 2 NVQ in Customer Service is primarily aimed at candidates who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.

It is suitable for candidates:

who have particular customer service and administrative job roles

who are working in a customer service environment

whose role is to provide service to customers

 

The OCR Level 3 NVQ in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.

It is suitable for candidates who:

can influence what happens at work

use the organisation’s rules and systems flexibly to deliver good service

question the way things are done and suggest improvements

have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer

are aware of the commercial or other pressures facing the organisation/business

 

The OCR Level 4 NVQ in Customer Service is aimed at candidates 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

who 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.

 

These NVQs are work-orientated qualifications and are suitable for those who have current real work experience.

They are open to candidates of any age, of either gender and there are no entry barriers on grounds of race, creed or previous academic attainment or learning.

What are the benefits of these NVQs?

Employees will benefit from:

A clearer understanding of their responsibility within their organisation

The opportunity to develop new skills

The recognition of existing skills Employers will benefit from:

Improved staff performance and motivation

Improvements in the quality of service to customers

The opportunity to ensure levels of service are to national standard

Improvements in the quality and service provided

 

What are the structures of these NVQs?

To achieve a full OCR Level 2 NVQ in Customer Service, candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme.

This qualification contains 3 units that can be brought forward from Level 1; all three units can be claimed towards a Level 2 qualification.

This qualification contains 5 units that can be carried forward to Level 3; from these, a maximum of 3 units may be claimed towards a Level 3 qualification.

To achieve a full OCR Level 3 NVQ in Customer Service, candidates must achieve 8 units made up of 2 mandatory units and 6 optional units, at least one unit from each theme.

This qualification contains 5 units that can be brought forward from Level 2; from these a maximum of 3 units may be claimed towards a Level 3 qualification.

This qualification contains 5 units that can be carried forward to Level 4; all of these can be claimed towards a Level 4 qualification.

To achieve a full OCR Level 4 NVQ in Customer Service, candidates must achieve 9 units made up of 2 mandatory units and 7 optional units, at least one unit from each theme.

This qualification contains 5 units that can be brought forward from Level 3; all of these can be claimed towards a Level 4 qualification.