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Support Materials Qualification Specification

NCFE Level 2 Diploma for Customer Service Practitioners

Business, Administration and Law

Level 2
Minimum entry age

What does this qualification cover?

This qualification is designed to provide learners with the knowledge, skills and understanding to work in a customer service role within any sector or industry.

The qualification will support learners completing the Customer Service Practitioner Apprenticeship Standard. The qualification can also be used as a stand-alone qualification for those learners wishing to gain a qualification in customer service.

Who is it suitable for?

This qualification is designed for learners who are working, or would like to work, in a customer service role within any sector or industry. It is ideal for those who are new to the role or who have been working in a customer service role for a short period of time.

What are the entry requirements?

Entry is at the discretion of the centre. However, learners should be aged 16 or above to undertake this qualification.

How is this qualification structured?

To achieve this qualification, learners are required to successfully complete 6 mandatory units.

How is it assessed?

This is a knowledge and skills based qualification with an internally assessed and externally quality assured portfolio of evidence.

What related qualifications can you progress to?

Learners who achieve this qualification could progress to:

• Level 3 Diploma for Business Administrators
• Level 3 Diploma in Management Skills and Knowledge.

Career opportunities

Learners could progress to employment in customer service within any sector or industry.

Qualification Specification
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This document contains everything you need to know about this qualification and should be used by everyone involved in its planning, delivery and assessment.

Support Handbook
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This document contains supporting information that relates to NCFE and CACHE qualifications to assist in planning, delivery and assessment, and must be used alongside the Qualification Specification.

In the Know
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This document outlines the key information of this qualification for the centre, learner and employer.

Mapping Document
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This mapping document is a guide to determine whether learners have fully met the standards of the qualification through recognised principles of assessment.

Learner’s Evidence Tracking Log
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This document can help learners to keep track of their work.

Mandatory units

  1. Understand the Principles of Delivering Customer Service (F/618/0495)
  2. Understand an Organisation and its Customers (J/618/0496)
  3. Understand and Deliver High Quality Customer Experience (L/618/0497)
  4. Effectively Communicate with a Range of Customers (R/618/0498)
  5. Support and Improve Customer Service (Y/618/0499)
  6. Understand and Develop your Role Within the Team and the Organisation (F/618/0500)

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