The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is an essential qualification for anyone pursuing a career in customer service. This course provides learners with the necessary skills and knowledge to excel in the customer service industry, equipping them with practical competencies that are in demand by employers. Whether you’re just starting out in customer service or looking to enhance your existing skills, this certification can significantly boost your career prospects.
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is designed for individuals working in customer service roles who want to improve their skills and knowledge. This qualification is a nationally recognized certification that assesses learners’ competence in delivering high-quality customer service within their workplace.
The qualification is assessed via a combination of work-based assessments, which are practical and relevant to the learner’s job. You will demonstrate your abilities by carrying out everyday customer service tasks, such as handling customer queries, managing complaints, and providing information. This makes the qualification highly relevant to individuals currently working or aspiring to work in customer service roles across various industries.
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is a recognized qualification that can help you stand out in the competitive job market. Employers are always on the lookout for professionals who can provide excellent customer service, and this certification demonstrates that you have the skills and competence to do just that.
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is an ideal qualification for anyone wishing to build a strong foundation in customer service. With practical, work-based assessments, this qualification offers hands-on learning that is directly relevant to real-world customer service scenarios. Whether you’re new to the field or looking to improve your skills, this course provides an excellent platform for career development and job security in the customer service industry.
Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) qualification, learners must achieve 8 credits from the mandatory units an additional 20 credits must be achieved from the optional units. At least 11 of the credits from the optional units must be at level 2.
Mandatory Units
| Unit Title | Credit | Guided Learning Hours |
| Communicate using customer service language | 4 | 30 |
| Follow the rules to deliver customer service | 4 | 30 |
Optional Units
| Unit Title | Credit | Guided Learning Hours |
| Promote additional services or products to customers | 6 | 40 |
| Deal with incoming telephone calls from customers | 5 | 33 |
| Process information about customers | 5 | 33 |
| Make telephone calls to customers | 6 | 40 |
| Give customers a positive impression of yourself and your organisation | 5 | 33 |
| Live up to the customer service promise | 6 | 40 |
| Go the extra mile in customer service | 6 | 40 |
| Communicate effectively with customers | 5 | 33 |
| Make customer service personal | 6 | 40 |
| Deal with customers face to face | 5 | 33 |
| Use customer service as a competitive tool | 8 | 53 |
| Organise the promotion of additional services or products to customers | 7 | 47 |
| Build a customer service knowledge set | 7 | 47 |
| Adapt your behaviour to give a good customer service impression | 5 | 33 |
| Maintain a positive and customer -friendly attitude | 5 | 33 |
| Deal with customers in writing or electronically | 6 | 40 |
| Deal with customers across a language divide | 8 | 53 |
| Use questioning techniques when delivering customer service | 4 | 27 |
| Deliver reliable customer service | 5 | 27 |
| Recognise diversity when delivering customer service | 5 | 33 |
| Deal with customers using bespoke software | 5 | 33 |
| Deliver customer service on your customers premises | 5 | 33 |
| Maintain customer service through effective handover | 4 | 33 |
| Do your job in a customer friendly way | 5 | 33 |
| Deliver customer service using service partnerships | 6 | 33 |
| Improve the customer relationship | 7 | 40 |
| Organise the delivery of reliable customer service | 6 | 47 |
| Resolve customer service problems | 6 | 40 |
| Deliver customer service to difficult customers | 6 | 40 |
| Apply risk assessment to customer service | 10 | 67 |
| Process customer service complaints | 6 | 40 |
| Monitor and solve customer service problems | 6 | 40 |
| Recognise and deal with customer queries, requests and problems | 5 | 33 |
| Take details of customer service problems | 4 | 27 |
| Support customer service improvements | 5 | 33 |
| Support customers using online customer services | 5 | 33 |
| Buddy a colleague to develop their customer service skills | 5 | 33 |
| Develop personal performance through delivering customer service | 6 | 40 |
| Develop your own customer service skills through selfstudy | 6 | 40 |
| Support customers using selfservice technology | 5 | 33 |
| Develop customer relations | 6 | 40 |
| Work with others to improve customer service | 8 | 53 |
| Promote continuous improvement | 7 | 47 |
| Develop your own and others customer service skills | 8 | 53 |
| Lead a team to improve customer service | 7 | 47 |
| Gather analyse and interpret customer feedback | 10 | 67 |
| Monitor the quality of customer service transactions | 7 | 47 |
| Deliver customer service to difficult customers | 6 | 40 |
| Apply risk assessment to customer service | 10 | 67 |
| Process customer service complaints | 6 | 40 |
| Monitor and solve customer service problems | 6 | 40 |
| Recognise and deal with customer queries, requests and problems | 5 | 33 |
| Take details of customer service problems | 4 | 27 |
| Support customer service improvements | 5 | 33 |
| Support customers using online customer services | 5 | 33 |
| Buddy a colleague to develop their customer service skills | 5 | 33 |
| Develop personal performance through delivering customer service | 6 | 40 |
| Develop your own customer service skills through selfstudy | 6 | 40 |
| Support customers using selfservice technology | 5 | 33 |
| Develop customer relations | 6 | 40 |
| Work with others to improve customer service | 8 | 53 |
| Promote continuous improvement | 7 | 47 |
| Develop your own and others customer service skills | 8 | 53 |
| Lead a team to improve customer service | 7 | 47 |
| Gather analyse and interpret customer feedback | 10 | 67 |
| Monitor the quality of customer service transactions | 7 | 47 |
GLH (Guided Learning Hours) and TQT (Total Qualification Time) are terms commonly used in vocational qualifications to help define the amount of time a learner is expected to spend on their studies.
1. GLH (Guided Learning Hours)
GLH refers to the number of hours a learner spends being directly taught, supervised, or supported during their course. This includes the time spent in activities such as:
- Classroom instruction
- Practical workshops
- One-on-one tutoring or mentoring sessions
- Online learning sessions with tutor support
In other words, GLH represents the time that learners are actively engaged with their instructors or learning activities.
2. TQT (Total Qualification Time)
TQT represents the total amount of time a learner is expected to invest in completing a qualification, including:
- GLH (Guided Learning Hours): Time spent on direct learning, as explained above.
- Self-Directed Learning: This includes time spent on independent study, research, assignment completion, preparation for exams, and any other work the learner does outside of direct teaching hours.
TQT is a broader measure that includes all the time required to achieve the qualification. It helps learners and employers understand the overall commitment required for the qualification.
Key Differences Between GLH and TQT:
- GLH focuses on direct learning with guidance or supervision.
- TQT includes GLH as well as independent study time and other learning-related activities.
Example:
If a qualification has a TQT of 600 hours and a GLH of 250 hours, it means the learner should spend 250 hours in direct learning (classroom, online, or tutor-led sessions) and 350 hours on independent study or research.
Learning Outcomes for Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) offers comprehensive learning outcomes that focus on developing key customer service skills. Upon completion of the course, learners will be able to demonstrate competency in various aspects of customer service, enhancing their ability to work effectively in a customer-facing environment. Below are the learning outcomes based on the study units.
Core Units Learning Outcomes
- Communicate Using Customer Service Language
- Demonstrate the ability to use clear, professional, and customer-friendly language when communicating with customers, both in-person and through various communication channels.
- Follow the Rules to Deliver Customer Service
- Understand and follow organizational guidelines and policies to ensure the consistent delivery of high-quality customer service.
Optional Units Learning Outcomes
- Promote Additional Services or Products to Customers
- Apply effective techniques for promoting and upselling services or products that benefit both the customer and the organization.
- Deal with Incoming Telephone Calls from Customers
- Handle incoming calls professionally and effectively, ensuring customer queries are addressed promptly and accurately.
- Process Information About Customers
- Gather, process, and manage customer information securely and efficiently, ensuring accurate data entry and customer privacy.
- Make Telephone Calls to Customers
- Make outbound calls to customers, providing relevant information, addressing concerns, and offering support.
- Give Customers a Positive Impression of Yourself and Your Organization
- Create a lasting positive impression through professional and friendly communication, reflecting the values and professionalism of the organization.
- Live Up to the Customer Service Promise
- Consistently meet the service expectations set by the organization and exceed customer expectations by delivering exceptional service.
- Go the Extra Mile in Customer Service
- Show initiative in going beyond basic customer service requirements to ensure complete customer satisfaction.
- Communicate Effectively with Customers
- Utilize strong communication skills to engage with customers, addressing their needs and resolving any issues in a professional manner.
- Make Customer Service Personal
- Tailor customer interactions to meet individual needs, creating personalized experiences that enhance customer loyalty.
- Deal with Customers Face-to-Face
- Provide excellent in-person service, ensuring that face-to-face interactions are professional, empathetic, and solutions-oriented.
- Use Customer Service as a Competitive Tool
- Leverage superior customer service as a means to differentiate the organization and maintain a competitive advantage in the market.
- Organize the Promotion of Additional Services or Products to Customers
- Effectively plan and execute promotional activities that highlight services or products, ensuring clear communication with customers.
- Build a Customer Service Knowledge Set
- Develop a thorough understanding of the organization’s products, services, and policies to improve service delivery.
- Adapt Your Behaviour to Give a Good Customer Service Impression
- Adjust personal communication and behavior to make a positive impression on customers and provide a high-quality service.
- Maintain a Positive and Customer-Friendly Attitude
- Exhibit a consistently positive attitude, ensuring customers feel valued and respected at all times.
- Deal with Customers in Writing or Electronically
- Respond to customer inquiries and resolve issues effectively through written communication or electronic channels such as email, chat, or social media.
- Deal with Customers Across a Language Divide
- Utilize techniques to overcome language barriers and ensure clear communication with customers from different linguistic backgrounds.
- Use Questioning Techniques When Delivering Customer Service
- Use effective questioning techniques to identify customer needs and provide tailored solutions.
- Deliver Reliable Customer Service
- Ensure that services are delivered consistently and reliably, meeting customer expectations and organizational standards.
- Recognize Diversity When Delivering Customer Service
- Understand and respect the diverse needs of customers and adapt your service delivery to ensure inclusivity.
- Deal with Customers Using Bespoke Software
- Use organization-specific software to process customer information, manage requests, and ensure smooth service delivery.
- Deliver Customer Service on Your Customer’s Premises
- Provide excellent customer service in off-site or customer premises environments, ensuring all needs are met professionally.
- Maintain Customer Service Through Effective Handover
- Ensure that customer service responsibilities are transitioned effectively to colleagues when necessary, maintaining service continuity.
- Do Your Job in a Customer-Friendly Way
- Carry out job duties in a way that prioritizes customer satisfaction and smooth service delivery.
- Deliver Customer Service Using Service Partnerships
- Work collaboratively with other teams or external partners to deliver seamless customer service experiences.
- Improve the Customer Relationship
- Apply strategies to build long-term, positive relationships with customers, increasing loyalty and satisfaction.
- Organize the Delivery of Reliable Customer Service
- Take responsibility for organizing and overseeing the delivery of customer service, ensuring it meets organizational standards.
- Resolve Customer Service Problems
- Use problem-solving skills to resolve customer service issues quickly and effectively, ensuring customer satisfaction.
- Deliver Customer Service to Difficult Customers
- Manage and handle challenging customer interactions professionally, turning negative experiences into positive outcomes.
- Apply Risk Assessment to Customer Service
- Identify potential risks in customer service situations and apply appropriate risk management strategies to ensure safety and satisfaction.
- Process Customer Service Complaints
- Efficiently manage customer complaints, ensuring timely resolution and effective communication.
- Monitor and Solve Customer Service Problems
- Continuously monitor customer service processes, identifying and resolving problems proactively to maintain high service standards.
- Recognize and Deal with Customer Queries, Requests, and Problems
- Respond to customer queries and requests promptly, ensuring that any issues are resolved to the customer’s satisfaction.
- Buddy a Colleague to Develop Their Customer Service Skills
- Assist colleagues in enhancing their customer service skills through mentoring or coaching.
- Develop Personal Performance Through Delivering Customer Service
- Continuously improve your personal performance by delivering excellent customer service and reflecting on your approach.
- Develop Your Own Customer Service Skills Through Self-Study
- Take responsibility for your own learning and improvement, using available resources to enhance your customer service abilities.
- Support Customers Using Self-Service Technology
- Assist customers in using self-service tools and technologies, ensuring they can access the services they need.
- Develop Customer Relations
- Work to improve and nurture customer relationships, ensuring long-term loyalty and satisfaction.
- Work with Others to Improve Customer Service
- Collaborate with colleagues and other teams to improve overall customer service standards and outcomes.
- Promote Continuous Improvement
- Contribute to the ongoing improvement of customer service practices within the organization, ensuring better service delivery.
- Develop Your Own and Others’ Customer Service Skills
- Take proactive steps to enhance both your own and your colleagues’ customer service skills, contributing to team growth and success.
- Lead a Team to Improve Customer Service
- Lead and inspire a team to deliver exceptional customer service and continuously improve service quality.
- Gather, Analyze, and Interpret Customer Feedback
- Collect and assess customer feedback to identify areas for improvement and enhance the customer experience.
- Monitor the Quality of Customer Service Transactions
- Track and monitor customer service transactions to ensure they meet quality standards and customer expectations.
Benefits of the Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is an essential qualification for individuals aiming to build or enhance their careers in customer service. This course offers a wide range of benefits, making it a valuable asset for anyone working in customer-facing roles. Here are the key benefits of completing this qualification:
1. Industry-Recognized Qualification
- Globally Recognized: The course is regulated by Ofqual, meaning it meets industry standards and is recognized worldwide.
- Enhances Employability: This qualification provides you with a competitive edge in the job market, demonstrating your competence in customer service to potential employers.
2. Practical, Real-World Skills
- Hands-On Learning: The qualification is designed to give you practical, hands-on experience in a customer service setting. This ensures that you can directly apply the knowledge gained to your everyday work.
- Develop Key Skills: You’ll develop essential customer service skills, including communication, problem-solving, and conflict resolution—skills that are highly valued by employers.
3. Flexible Learning
- Work-Based Assessment: As an NVQ qualification, the focus is on assessing your ability to perform customer service tasks in a real-world environment, making the learning process flexible and relevant to your work setting.
- Self-Paced Learning: You can complete the course at your own pace, allowing you to balance learning with your professional and personal commitments.
4. Improved Career Progression Opportunities
- Unlock Career Advancement: By gaining this qualification, you can open doors to career progression in customer service, supervisory, and management roles.
- Enhanced Job Prospects: Whether you are looking to enter the workforce or advance in your current job, this qualification is widely respected and can increase your chances of securing a job.
5. Boost Confidence and Competence
- Customer-Centric Focus: This qualification empowers you with the ability to handle customer queries and issues with professionalism and confidence, enhancing your overall job performance.
- Increase Workplace Confidence: The course will help you feel more confident in managing customer interactions, providing excellent service, and resolving challenges.
6. Personal and Professional Development
- Skill Enhancement: You’ll gain a deeper understanding of customer service practices, such as maintaining a positive attitude, adapting behavior to customer needs, and delivering exceptional service.
- Self-Improvement: The qualification helps you develop valuable interpersonal skills that enhance both your professional and personal growth.
7. Learn How to Handle Difficult Situations
- Dealing with Challenging Customers: You’ll be equipped with the skills to manage difficult customers, handle complaints, and resolve conflicts in a positive manner, which is essential for maintaining a high level of customer satisfaction.
- Conflict Resolution: Learn effective strategies to resolve disputes and turn negative experiences into positive ones, boosting your reputation and the reputation of your company.
8. Supports Business Success
- Improve Customer Loyalty: By learning how to consistently meet and exceed customer expectations, you’ll help your organization improve customer satisfaction and build long-term customer loyalty.
- Enhance Brand Image: High-quality customer service directly impacts an organization’s reputation. By mastering customer service techniques, you contribute to a positive brand image for your organization.
9. Recognizes Diversity and Inclusion
- Respectful Service: The course emphasizes recognizing and respecting diversity when delivering customer service, ensuring you can engage effectively with people from all backgrounds and cultures.
- Promote Equality: The focus on equality ensures that every customer receives fair and equal treatment, fostering an inclusive environment.
10. Develop Your Leadership Potential
Leadership Skills: For those who aspire to move into managerial roles, the course provides opportunities to develop leadership skills, such as teamwork, conflict management, and leading by example.
Best Fit for the Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
The Focus Awards Level 2 NVQ Certificate in Customer Service (RQF) is ideal for a wide range of individuals who work or wish to work in customer-facing roles. Here’s a breakdown of who will benefit the most from this qualification:
1. Entry-Level Customer Service Professionals
- New to Customer Service: If you’re just starting out in customer service, this qualification will provide you with the essential skills and knowledge required to succeed in entry-level roles such as customer service representative or assistant.
- Looking for Career Entry: For those seeking to enter industries like retail, hospitality, telecommunications, or call centers, this qualification offers a solid foundation and enhances your employability.
2. Existing Customer Service Representatives
- Enhance Your Skills: For those already working in customer service roles, this course is perfect for improving your practical skills, boosting your confidence, and gaining formal recognition of your expertise.
- Career Advancement: If you’re looking to move up within your current role or department (for example, into a supervisor or team leader position), this qualification will help you stand out and demonstrate your commitment to excellence in customer service.
3. Supervisors or Managers in Customer-Focused Roles
- Supervisory or Management Role: Individuals in supervisory or managerial positions who oversee customer service teams will benefit from this course as it helps sharpen leadership and team management skills.
- Leadership Development: For those aiming to improve their leadership abilities, this qualification can help you develop effective communication, conflict resolution, and customer service strategies for managing teams.
4. Professionals Looking to Switch Careers
- Career Change: If you’re transitioning from another field into customer service, this course provides the foundational knowledge and practical experience required to start a new career in customer service.
- Skill Transfer: The qualification can be beneficial for those with transferable skills, allowing them to quickly adapt to new customer service roles in various industries.
5. Individuals Seeking Career Progression
- Promotion Aspirants: If you’re aiming for higher-level positions such as customer service supervisor, customer service manager, or operations manager, this qualification will give you the competencies needed to progress and succeed.
- Enhance Your CV: Adding this nationally recognized qualification to your CV can open doors for better job prospects and career growth.
6. People with Customer-Facing Responsibilities
Retail Assistants, Hospitality Staff, and Call Center Representatives: If you work in any industry where direct interaction with customers is essential, this course is a great fit for you. It will help you develop the skills to provide exceptional customer service in a variety of settings.
Front-Line Staff: Any front-line employee, such as receptionists or team members working in healthcare, leisure, or financial services, can significantly benefit from this qualification to improve their customer interaction skills.
Entry Requirements
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Qualification Process
Qualification Process for the Focus Awards Level 2 NVQ Certificate in Customer Service (RQF)
- Self-Assessment:
Begin by evaluating your eligibility to ensure you meet the qualification requirements, including work experience, knowledge, and language proficiency. - Registration:
Complete your registration by submitting the required documents, including a scanned copy of a valid ID, and paying the registration fee. - Induction:
An assessor will conduct an induction to confirm your eligibility for the course and explain the evidence requirements. If you do not meet the criteria, your registration will be canceled, and the fee will be refunded. - Assignmnets & Evidence Submission:
Provide all assignmnets and the necessary evidence based on the assessment criteria outlined in the course. If you are unsure of the required evidence, consult with the assessor for guidance on the type and nature of evidence needed. - Feedback and Revision:
The assessor will review your submitted evidence and provide feedback. Evidence that meets the criteria will be marked as “Criteria Met,” while any gaps will be identified. You will be asked to revise and resubmit if needed. - Competence Evidence:
Submit final evidence demonstrating that all learning outcomes have been met. This evidence will be marked as “Criteria Met” by the assessor once it is satisfactory. - Internal Quality Assurance (IQA):
The Internal Quality Assurance Verifier (IQA) will review your evidence to ensure consistency, quality, and compliance with standards. - External Verification:
The IQA will submit your portfolio to Focus Award External Quality Assurance Verifiers (EQA) for final confirmation. The EQA may contact you directly to verify the authenticity of your evidence. - Certification:
Upon successful completion of all checks, FOCUS AWARD will issue your official certificate, confirming that you have attained the Focus Awards Level 2 NVQ Certificate in Customer Service (RQF).
