Focus Awards Level 4 NVQ Diploma in Customer Service (RQF)
Administration
Course Overview
Key Information
Level: 4
Sector: Administration
Qualification type: Occupational Total Qualification time: 500 Credit Value: 50
Guided Learning Hours: 255 Status: Available to learners
Methods of Assessment: Portfolio of evidence
Minimum age: Pre 16
Qualification Purpose:
The Focus Awards Level 4 NVQ Diploma in Customer Service (RQF) is aimed at developing the learner’s knowledge and skills required to recognise (at an operational level) the development and application of customer service strategies.
Learners will also have the opportunity to elect optional units that can reflect their preferred route into the customer service environment or expand on their current set of customer service skills.
Age Ranges
Learners should be at least 18 to undertake this qualification.
Geographical Coverage
This qualification is available in England and Northern Ireland.
Learner Entry Requirements
Learners should be competent in literacy and numeracy, preferably at Level 2 to help with elements of communication. This is at the discretion of the cent e as they may decide to use diagnostic testing methods to ascertain how they can support learners.
Reasonable Adjustments and Special
Considerations
Please refer to the Focus Awards ‘Reasonable Adjustments and Special Considerations Policy’. A copy is available for download from the Focus Awards website at the following url: https://www.focusawards.org.uk/wp– content/uploads/2016/08/Reasonable-Adjustments.pdf
Assessment Methods
Focus Awards have decided that all learners are required to create a Portfolio of Evidence that demonstrates all of the learning outcomes and assessment criteria have been met. This section also includes the types of evidence that are permitted to be included within the portfolio, which include:
- Assessor observation
- Witness testimony
- Learner product
- Worksheets
- Assignments/projects/reports
- Record of oral and written questioning
- Learner and peer reports
- Recognition of prior learning (RPL)
Progression Routes
Learners who achieve this qualification could progress to:
- Level 4 NVQ Diploma in Management
- Level 5 NVQ Diploma in Management and Leadership
Supporting Material and Useful Websites
- https://focusawards.org.uk/supportingmaterials
- https://ofqual.gov.uk
Course Highlights
Payment Plan
Option 1: Full Payment
£2500
Option 2: Instalment Plan
£500 deposit
2 Monthly Instalment of £1000
4 Monthly Instalment of £500
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Qualification Structure
Learners must achieve 50 credits by completion of all mandatory units in group A totalling 14 credits, a minimum of 36 credits from the Optional units group. A minimum of 20 Credits must be achieved from Optional group B and a maximum of 16 credits must be achieved from Optional Group C.
Mandatory Units:
Unit Title
Unit reference
Level Credit
Guided Learning Hours
Mandatory Units (Group A) | ||||
Champion customer service | D/506/2153 | 4 | 4 | 17 |
Manage personal and professional development | T/506/2952 | 3 | 3 | 12 |
Manage customer service operations | M/506/2898 | 4 | 7 | 23 |
Optional Units (Group B) | ||||
Review the quality of customer service | F/506/2176 | 4 | 4 | 20 |
Build and maintain effective customer relations | R/506/2179 | 4 | 6 | 25 |
Manage a customer service award programme | L/506/2181 | 4 | 4 | 15 |
Manage the use of technology to improve customer service | Y/506/2183 | 4 | 4 | 14 |
Develop resources to support consistency of customer service delivery | Y/506/2166 | 3 | 5 | 21 |
Use service partnerships to deliver customer service | D/506/2167 | 3 | 3 | 20 |
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