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

Course Delivery  

Pre-Course Information

All learners should be given appropriate pre-course information regarding any TQUK qualifications. The information should explain about the qualification, the fee, the form of the assessment and any entry requirements or resources needed to undertake the qualification.

Initial Assessment

Centres should ensure that any learner registered on a TQUK qualification undertakes some form of initial assessment. The initial assessment should be used to inform a teacher/trainer on the level of the learner’s current knowledge and/or skills.

Initial assessment can be undertaken by a teacher/trainer in any form suitable for the qualification to be undertaken by the learner/s. It is the centre’s responsibility to make available forms of initial assessment that are valid, applicable and relevant to TQUK qualifications.

Learner Registration

Once approved to offer a qualification the centre should register learners before any assessment can take place. Recognised centres must follow TQUK’s procedures for registering learners. For short courses, TQUK offer the option of registering a course and booking a number of places. Learners are then added once the course has taken place, thus acknowledging situations where substitutions are made at short notice to meet business needs.

Guided Learning Hours

These hours are made up of all real time contact time, guidance or supervision of a learner by a lecturer, supervisor, tutor, trainer or other appropriate provider of education or training.

GLH for this qualification is 188.

Total Qualification Time

Total Qualification Time for this qualification is 500 hours.