Pearson BTEC Level 2 Certificate in Principles of Customer Service Overview
Qualification Number (QN): 601/5359/3
Credit value: 15
Guided Learning Hours: 112
Total Qualification Time (TQT):150
What is the purpose of this qualification?
The Pearson BTEC Level 2 Certificate in Principles of Customer Service builds on the focus from the Level 2 Award to provide learners with a broad range of underpinning occupational knowledge that is required by employers to work within a customer service environment and role.
It gives learners the opportunity to:
- Develop occupational knowledge and skills in communicating with customers, handling customer problems, supporting customer service improvements and direct selling
- Develop knowledge and skills that support employability and career progression, including personal development, health and safety at work, rights and responsibilities at work and understanding employer organisations
- Achieve a nationally-recognised Level 2 qualification
Achievement of this qualification prepares the individual to enter the customer service sector in the potential job roles at this level, including cross-sector service related roles at a level that involves delivering reliable customer service in accordance with customer service practices and procedures.
What does this qualification cover?
This qualification is based on the most up to date National Occupational Standards for the Customer Service Sector as defined by Skills CFA, the Sector Skills Body. The qualification is accredited on the Qualifications and Credit Framework. To successfully achieve this qualification learners must complete a minimum of 15 credits.
There are 3 mandatory or compulsory units which values – 9 credits. The remaining 6 credits are from optional units that will be chosen between yourself and your assessor.
The 3 mandatory or compulsory units are:
- Unit 01: Customer Service Principles ( credit 4, GLH 32)
- Unit 02: Understanding Customer Service Delivery( credit 3, GLH 22)
- Unit 03: Communicating with Customers ( credit 2, GLH 15)
How is this qualification assessed?
This qualification is assessed through internal assessment by your tutor or assessor using a range of methods (written assignments, practical tasks, portfolio of evidence, work sheets, professional discussion , questioning, centre devised assessments etc).
Who could take this qualification?
This qualification is for all learners aged 16-18 and 19+ who are capable of reaching the required standards. Learners do not need any prior qualifications, knowledge or experience before starting the qualification.
It is also appropriate for up-skilling those individuals who are employed within a role that is predominately operational, or a skilled trade occupation, but has varying degrees of responsibility for delivering customer service functions and effective service delivery directly to customers. It allows the learner to gain the right level of occupational knowledge in customer service – ‘the basics of customer service’ – that appropriately complements a larger sector or industry specific qualification and learning programme
What could this qualification lead to?
Learners could progress on to a Pearson BTEC Level 2 Diploma in Customer Service that demonstrates occupational competency for the potential job roles listed below at this level, including an apprenticeship in customer service.
Learners could also progress to Level 3 qualifications in Customer Service that are designed for learners’ to demonstrate a practiced set of occupational skills when carrying out customer service operations including: managing performance improvements in service delivery; customer satisfaction; customer loyalty and reliability. Level 3 qualifications in this sector further develop learners’ knowledge and understanding of the principles that underpin working in a customer service environment including customer retention and the wider principles of business.
- Pearson BTEC Level 2 Diploma in Customer Service (competency qualification)
- Pearson BTEC Level 3 Certificate in Principles of Customer Service
- Pearson BTEC Level 3 Diploma in Customer Service (competency qualification)
Potential job roles for those working towards this qualification are:
- Customer Service Assistant
- Help Desk Assistant
- Call Centre Operative
- Security Operative
- Customer Sales Support
- Event Steward
See Course Details
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