The college offers the credit based NVQ Diploma , which involves building up a number of credits to achieve the full qualification. An NVQ is the ideal qualification if you are working in your first managerial role. Canidates will need to be carrying out a range of managerial tasks in a suitable job. It is a competence based qualification which means you have to be in suitable employment to generate the relevant evidence for the assessment. This course has a flexible start date and is available for students to start at any point throughout the year.
An NVQ is the ideal qualification to aim for if you are working in a customer service role. Candidates will need to be working in a suitable job, either full or part-time, on a paid or voluntary basis. All candidates must have access to real work in order to gain the necessary evidence.
These qualifications recognise the skills and experience which candidates may have gained over a period of time, or which they are currently acquiring in their job. Level 3 is appropriate for you If you are working in an customer service role which requires you to use your knowledge of the organization to delivery good, flexible service to customers and to influence what happens within your job role.
This is by individual appointment with an assessor - appointments usually last approximately 1 hour, and can be arranged on days and times to suit both the candidate and the assessor. The sessions are used to provide assistance and support to candidates who are building portfolios of evidence, and for review of evidence, planning work to be undertaken and assessments. Candidates arrange sessions to suit their work patterns - usually every 3 or 4 weeks. The assessor will also arrange to visit candidates to observe and assess them in the work place, in addition to the tutorial visits.
How long does the course last?
Most candidates aim to complete the award within an academic year. However, the time scale is flexible and candidates may finish more quickly if they have been able to spend a lot of time on their award, or take up to 2 years if necessary. The fee is for the course, not per year, so there is no additional cost involved.
Certificates are awarded following assessment of the candidate’s portfolio of work. A qualified assessor will examine the portfolio of evidence and make a decision about the candidate’s competence to perform a unit of work. If accepted, the unit goes on to be checked by an internal verifier as part of the quality control process, before being checked by the external verifier (appointed by the examining body) and passed for certification. The achievement (pass) rates for this qualification are very good.
What does the course involve?
Candidates need to collect evidence from the work place to prove their competence in the different areas of customer service work. Within each area of work, candidates need to complete a variety of customer service tasks competently, covering a number of themes. Evidence of work carried out is used to build a portfolio, which is used to confirm competence and award the qualification. Evidence is required in a variety of formats – observations, case histories, statements, questioning, work products.
To achieve the full qualification you must complete a minimum of 55 credits made up of 6 mandatory units and optional units to a minimum value of 24 credits.
8621-300 Manage personal and professional development
8621-301 Manage team performance
8621-302 Principles of leadership and management
8621-303 Principles of people management
8621-304 Principles of Business
8621-305 Promote equality, diversity and inclusion in the workplace
8621-306 Manage individuals’ performance
8621-307 Manage individuals’ development in the workplace
8621-308 Chair and lead meetings
8621-309 Encourage innovation
8621-310 Manage conflict within a team
8621-311 Procure products and/or services
8621-312 Implement change
8621-313 Implement and maintain business continuity plans and processes
8621-314 Collaborate with other departments
8621-315 Support remote or virtual teams
8621-316 Participate in a project
8621-403 Develop and maintain professional networks
8621-401 Develop and implement an operational plan
8621-404 Encourage learning and development
8621-406 Discipline and grievance management
8621-402 Develop working relationships with stakeholders
8621-408 Manage physical resources
8621-409 Manage the impact of work activities on the environment
8621-410 Prepare for and support quality audits
8621-411 Conduct quality audits
8621-412 Manage a budget
8621-413 Manage a project
8621-414 Manage business risk
8621-415 Manage knowledge in an organisation
8621-416 Recruitment, selection and induction practice
8621-417 Manage redundancy and redeployment
8621-215 Buddy a colleague to develop their skills
8621-317 Contribute to the improvement of business performance
8621-318 Negotiate in a business environment
8621-319 Develop a presentation
8621-320 Deliver a presentation
8621-321 Contribute to the development and implementation of an information system
8621-322 Resolve customers’ problems
8621-323 Resolve customers’ complaints
8621-324 Gather, analyse and interpret customer feedback
8621-211 Employee rights and responsibilities
8621-208 Health and safety procedures in the workplace
8621-421 Manage events
8621-423 Review the quality of customer service
Level of English commensurate with the qualification and suitable job role (it is advisable to speak to a tutor before enrolling to check this).
Having completed one NVQ, many people go on to complete others in associated subjects, depending on the level of responsibility and nature of the job. Also, if the level of responsibility within the current role increases, a higher level within the same qualification suite – management - can be done.
For those not in employment, or wanting to follow a taught assignment-based course, an online programme of study is available.
• NVQ Level 3/4 in Administration (if appropriate to job role)
• NVQ Level 3 in Customer Service (if appropriate to job role)
• NVQ Level 4/5/7 in Management (if appropriate to job role)
• Membership of professional organisations
It is advisable to speak to a tutor before enrolling onto this course, to ensure that your job role is appropriate for this level of NVQ.