The Customer Service NVQs are available at levels 2 and 3, each suited to a person with particular duties and responsibilities. As the name suggests, this NVQ is appropriate for people who have day-to-day dealings with customers. They are responsible for giving a positive, professional impression of their organisation while providing the customer with the service expected.

Level 2

This NVQ is aimed at individuals who have to deliver a continually improving service to customers, but who may not have the responsibility or autonomy to bring about permanent improvements themselves.

It is suitable for candidates:

• whose opportunities to influence what happens at work are limited
• who work within the rules and regulations of their organisation
• who work with others to overcome problems and to support customer service improvements
• who need to communicate in a clear, confident way
• who have a developing knowledge about their organisation’s products and services

Level 3

This NVQ is aimed at candidates who are in work roles where they have to provide a continually improving service to customers and are able to effect permanent improvements for the benefit of customers and the organisation.

It is suitable for candidates:

• who are able to suggest and help implement changes to improve customer service
• who are experienced problem solvers who can communicate clearly
• who have particular customer service job titles, such as customer service adviser
• who are in designated customer service departments
• whose role is mainly to provide service to customers, for example, call centre/hotel staff or
• who recognise customer service is a part of their role within the organisation even though they may be carrying out non-customer service roles, such as engineers

If you are interested in the Modern Apprenticeship in Customer Service click below to view the full framework.

Customer Services Level 2 PDF is available here.
Customer Services Level 3 PDF is available here.