The Level 4 NVQ Diploma in Customer Service qualification provides nationally recognised qualifications for anyone wishing to develop and implement customer-service strategies for their team, department or organisation.
The awarding body for this qualification is ProQual Awarding Body and the regulatory body is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for this qualification has been approved by the Welsh Government for use by centres in Wales and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by centres in Northern Ireland.
The qualification has been accredited onto the Regulated Qualifications Framework (RQF);
it provides a progression route to higher level or discipline related qualifications.
Level 4 NVQ Diploma in Customer Service
Qualification title ProQual Level 4 NVQ Diploma in Customer Service
Ofqual qualification number 601/4756/8
Total qualification time 500 hours
Guided learning hours 178
Assessment Pass or fail
Internally assessed and verified by centre staff
External quality assurance by ProQual verifiers
There are no formal entry requirements for this qualification.
Centres should carry out an initial assessment of candidate skills and knowledge to identify any gaps and help plan the assessment.
Candidates must achieve a minimum of 50 credits:
• 14 credits from the mandatory units, plus
• a minimum of 20 credits from the Optional Group B
A maximum of 16 credits can be from Optional Group C. A minimum of 38 credits must be at Level 4.
Group A Mandatory Units – complete all units
Champion customer service
Manage personal and professional development
Manage customer service operations
Group B Optional Units – a minimum of 20 credits
Review the quality of customer service
Build and maintain effective customer relations
Manage a customer service award programme
Manage the use of technology to improve customer service
Develop resources to support consistency of customer service delivery
Use service partnerships to deliver customer service
Resolve customers’ problems
Resolve customers’ complaints
Gather, analyse and interpret customer feedback
Monitor the quality of customer service interactions
Develop a customer service strategy
Develop a social media strategy for customer service
Develop customer service through social media
Group C Optional Units – a maximum of 16 credits
Encourage learning and development
Initiate and implement operational change
Manage a project
Manage business risk
Support environmental sustainability in a business environment
Manage Health and Safety in own area of responsibility
Manage incident management systems in a contact centre
Promote equality, diversity and inclusion in the workplace
Manage team performance individuals’ performance
Negotiating, handling objections and closing sales
Obtaining and analysing sales-related information
Buyer behaviour in sales situations
Manage incidents referred to a contact centre
Design business processes
Manage direct sales operations in a contact centre
Centres must be approved to offer this qualification.If your centre is not approved please complete and submit form ProQual Additional Qualification Approval Application.
Staff delivering this qualification must be appropriately qualified and/or occupationally competent.
Assessors/Internal Quality Assurance
For each competence-based unit centres must be able to provide at least one assessor and one internal quality assurance verifier who are suitably qualified for the specific occupational area. Assessors and internal quality assurance verifiers for competence-based units or qualifications will normally need to hold appropriate assessor or verifier qualifications, such as:
• Award in Assessing Competence in the Work Environment
• Award in Assessing Vocationally Related Achievement
• Certificate in Assessing Vocational Achievement
• Award in the Internal Quality Assurance of Assessment Processes and Practices
• Certificate in Leading the Internal Quality Assurance of Assessment Processes and Practices
Support for Candidates
Materials produced by centres to support candidates should:
• enable them to track their achievements as they progress through the learning outcomes and assessment criteria;
• provide information on where ProQual’s policies and procedures can be viewed;
• provide a means of enabling Internal and External Quality Assurance staff to authenticate evidence
This suite of qualifications are competence-based, candidates must demonstrate the level of competence described in the units. Assessment is the process of measuring a candidate’s skill, knowledge and understanding against the standards set in the qualification.