TQUK is an Awarding Organisation recognised by the Office of Qualifications and Examinations Regulation (Ofqual) in England, CCEA Regulation in Northern Ireland and by Qualifications Wales.
Our qualifications are designed to support and encourage learners to develop their knowledge and skills
Qualification Purpose
The TQUK Level 4 NVQ Diploma in Customer Service (RQF) develops learners’ skills to enable them to develop and implement customer service strategies at an operational level. Learners’ main job role is likely to involve ensuring that policies, processes and practice are in place to achieve and continually improve customer service across a team, department or organisation, managing change when it occurs.
The qualification is a knowledge component of the Higher Apprenticeship in Business Administration.
Entry Requirements
There are no specific entry requirements however learners should be able to work at this level and are likely to have prior work experience and /or qualifications in a business environment
Structure
Learners must achieve a minimum of 50 credits: 14 credits from Mandatory Group A and a minimum of 20 credits from Optional Group B. A maximum of 16 credits can come from Optional Group C
Mandatory Group | ||||||
no. | Unit title | Unit ref | Level | Credit value | GLH | |
1 | Manage customer service operations | M/506/2898 | 4 | 23 | 7 | |
2 | Champion customer service | D/506/2153 | 4 | 17 | 4 | |
3 | Manage personal and professional development | T/506/2952 | 3 | 12 | 3 | |
Optional Group | ||||||
no. | Unit title | Unit ref | Level | Credit value | GLH | |
1 | Build and maintain effective customer | R/506/2179 | 4 | 25 | 6 | |
2 | Develop a customer service strategy | J/506/2180 | 4 | 25 | 6 | |
3 | Develop resources to support consistency of customer service delivery | Y/506/2166 | 3 | 21 | 5 | |
4 | Resolve customers’ problems | K/506/2169 | 3 | 19 | 4 | |
5 | Resolve customers’ complaints | R/506/2151 | 3 | 22 | 4 | |
6 | Manage team performance | A/506/1821 | 3 | 21 | 4 | |
7 | Manage individuals’ performance | J/506/1921 | 3 | 20 | 4 | |
8 | Encourage innovation | J/506/2292 | 3 | 14 | 4 | |