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Bringing Clarity to Business Support NVQs on the QCF. AgendaWelcome and introductionsOverview of Customer Service qualifications and structuresQualification highlightsMain differences and new unitsRules of Combination (ROC)Assessment strategyQualification approvalEfficient and effe

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Welcome

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    1. Bringing Clarity to Customer Service Business Support NVQs on the QCF

    2. Bringing Clarity to Business Support NVQs on the QCF Agenda Welcome and introductions Overview of Customer Service qualifications and structures Qualification highlights Main differences and new units Rules of Combination (ROC) Assessment strategy Qualification approval Efficient and effective assessment and guidance Support resources

    3. Sector Skills Body (SSB) Update Contacting the Sector Skills Body (SSB) New: The Council for Administration (CFA) Tel: 020 7091 9620 Website: www.cfa.uk.com Previously: The Institute of Customer Service (ICS) Tel: 01206 571 716 Fax: 01206 546 688 Website: www.instituteofcustomerservice.com

    4. Overview of Qualification and Structure

    5. Qualification Highlights Registrations available from 1 August 2010 The Institute of Customer Service (ICS) have confirmed the Qualifications as Full Qualifications These qualifications replace the 4543 Level 1-4 NVQs in Customer Service There are no major changes in units or evidence requirements 18 New units, reflecting changes in market eg Self Service Flexibility Automatic approval

    6. Overview of Qualification and Structure

    7. Overview of Qualification and Structure

    8. Overview of Qualification and Structure

    9. Overview of Qualification and Structure

    10. New Units

    11. New Units

    12. Assessment Strategy

    13. Assessment Strategy

    14. Customer Service Activity Within your groups, with the Rules of Combination and list of units available – prepare a structure for the following: A Level 2 NVQ Certificate in Customer Service A Level 3 NVQ Diploma in Customer Service A Level 4 NVQ Diploma in Customer Service (job roles will be shown on the handout for this activity)

    15. Apprenticeship/Advanced Apprenticeship Level 3 Advanced Apprenticeship Package (9065-03) Level 3 NVQ Diploma in Customer Service (4430-03) Certificate in Customer Service (4417-03) Functional Skills English Level 2 Maths Level 2

    16. Documentation available on the website Handbooks for Level 1-4 Generic recording form link Events resources including Activity Customer Service brochure and information sheet www.cityandguilds.com To be added Centre Guide Currently reviewing previous NVQ in Customer Service documents Candidate handbook Recording forms HAB recording forms Support Resources

    17. Candidate Logbook 4430 Level 2 NVQ Certificate in Customer Services Creates a consistent approach to recording learners Evidence requirements, saving time and effort in assessment Well presented high quality document Easy-to-use recording forms Clear page design Order code: TL024430 Support Resources

    18. Supported Qualifications 4430 Level 2 and 3 NVQ Certificate/ Diploma in Customer Services 4417 Level 2 and 3 Certificate in Customer Services Saves significant time by providing relevant, qualification specific support concentrated in a centralised place Provides you with high quality document Qualification support materials written by subject matter experts Opportunity to share best practice in discussion forums 24/7 access to online support materials aimed at both tutors and learners Contact your local regional office for more details or: Print helpdesk e-helpdesk 020 7294 4113 020 7294 3435 Support Resources

    19. Other Customer Service Qualifications Level 2 and 3 Certificate in Customer Service (4417) Provide evidence towards the core units of the NVQ Competitively priced Prepared for the QCF Technical certificate for the Customer Service Apprenticeship Two Mandatory Units at Level 2 and 3 Level 2 13 credits, 115 GLH - Gola Test and one assignment Level 3 13 credits, 105 GLH - Two assignments Assignments are externally set, internally marked, externally verified

    20. Other Customer Service Qualifications Level 2 Award in Principles of Customer Service in Hospitality, Leisure, Travel and Tourism (4421-02) – 1 credit, 10 GLH Level 3 Award in Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism (4421-03) – 2 credits, 20 GLH Suitable for one and two day short courses Specific to the sector Prepared for the Qualification and Credit Framework (QCF) Written short answer question paper plus a case study at Level 3, on demand Level 1, 2 and 3 Awards in Customer Service (8992) – 6-10 credits, 30 – 90 GLH Suitable for any customer service role generic to any industry Ideal for employer induction training Prepared for the Qualification and Credit Framework (QCF) Written question paper, on demand

    21. Other Customer Service Qualifications Level 2 Award in Customer Service Delivery (4425-02) - 2 credits, 20 GLH Level 2 Award in Customer Service Improvement (4425-12) - 2 credits, 20 GLH Level 3 Award in Leading Customer Service (4425-03) - 3 credits, 30 GLH Available Now Generic to any industry Suitable for short courses Level 1 Award for Introduction to Customer Service (4411-01) Level 1 Certificate for Introduction to Customer Service (4411-11) Entry 3 Award for Introduction to Customer Service (4411-30) Entry 3 Certificate for Introduction to Customer Service (4411-33) Available Now Generic to any industry Suitable for Foundation Learning Portfolio assessment

    22. Any questions?

    23. General features and benefits Upload and reference any type of digital evidence to a candidate’s unique e-portfolio Unique logons for candidate, assessor, IV, EV, company personnel, and local system admin High level of data security Real time reporting on progress, visible progress tracking Easy for candidates to use Business & ITQ Plus - Skilsure Demonstration

    24. Special features and benefits Integrated with City & Guilds registration 30 day free trial Competitively priced Automated credit calculator for QCF Automated IV sampling plans Improves quality, saves time and money Business & ITQ Plus - Skilsure Demonstration

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