Principles of Customer Service Level 2 Certificate

What is this course about?

This nationally accredited qualification is designed to provide individuals with knowledge that is fundamental to the delivery of excellent customer service.
The programme covers many issues, including the legislation, policies and procedures followed in providing customer care, learning from feedback and promoting products and services.

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Principles of Customer Service Level 2 Certificate

Start: Available throughout the year.

How is it taught

As you work through the learning materials you will have the support of a knowledgeable assessor/tutor who will give you support, advice and guidance on the course content as well as providing robust feedback on the work you complete. Upon successful completion of the course you will be awarded the NCFE Level 2 Certificate in Customer Service Knowledge.


What could I do next?


Other related courses.

Careers


Call and contact centre occupations

Workers in this unit group receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.

Key Responsibilities

  • Arranges for field staff to visit the caller if further assistance is required.
  • Maintains details of calls received, the action taken as a result of a call and updates customer database as required.
  • Advises on services available and sells additional products or services.
  • Informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary.
  • Interviews caller to establish the nature of any complaint or the requirements of the client.
  • Answers incoming telephone calls from existing or prospective customers.

AVERAGE EARNINGS

£17,368

EMPLOYMENT PROJECTIONS

2018 1,001
2019 994
2020 988

ANNUAL SALARY

£14,227 10%
£15,226 25%
£17,368 50%
£20,530 75%
£24,960 90%

JOB OPPORTUNITIES

38 new openings per year

AVERAGE AGE

16-24 29.98%
25-34 33.2%
35-44 17.33%
45-54 11.45%
55-64 7.18%
65+ 0.83%

QUALIFICATIONS

Level 0 3.42%
Level 1 5.62%
Level 2 35.42%
Level 3 29.23%
Level 4-5 (Higher Education) 6.99%
Level 6 (Bachelors) 17.4%
Level 7 (Masters or equivalent) 1.93%

Telephonists

Telephonists receive and direct callers in commercial, industrial and other establishments, and operate telephone (public) and office (private) switchboards to advise on, and assist with, making telephone calls and to relay incoming, outgoing and internal calls.

Key Responsibilities

  • Alerts emergency services in cases of fire, crime or accident.
  • Provides directory information, dialling codes and details of charges.
  • Gives advice on dialling and other special features available.
  • Reports any faults on telephone operating system.
  • Operates switchboard to connect outgoing calls or to relay incoming or internal calls.
  • Receives callers and directs them to appropriate person or department.

AVERAGE EARNINGS

£15,787

EMPLOYMENT PROJECTIONS

2018 186
2019 187
2020 189

ANNUAL SALARY

£12,355 10%
£13,166 25%
£15,787 50%
£19,157 75%
£23,546 90%

JOB OPPORTUNITIES

8 new openings per year

AVERAGE AGE

16-24 29.15%
25-34 19.09%
35-44 7.36%
45-54 11.93%
55-64 26.84%
65+ 5.6%

QUALIFICATIONS

Level 0 18.92%
Level 1 7.02%
Level 2 45.88%
Level 3 22.43%
Level 4-5 (Higher Education) 2.32%
Level 6 (Bachelors) 3.44%

Communication operators

Job holders in this unit group operate telecommunications equipment to transmit and receive signals and messages.

Key Responsibilities

  • Receives and handles incoming calls for emergency services, transmitting to the appropriate services.
  • Performs routine tests and maintenance on equipment and reports faults.
  • Keeps record of messages sent and received.
  • Uses a teleprinter or telex keyboard to transmit messages to other teleprinters or telexes.
  • Tunes transmitter to required channel or wavelength and relays or receives message to/ from person or vehicle.
  • Receives messages, weather reports and other material to transmit.

AVERAGE EARNINGS

£24,835

EMPLOYMENT PROJECTIONS

2018 318
2019 320
2020 321

ANNUAL SALARY

£17,202 10%
£21,050 25%
£24,835 50%
£29,099 75%
£35,173 90%

JOB OPPORTUNITIES

13 new openings per year

AVERAGE AGE

16-24 13.56%
25-34 37.45%
35-44 19.68%
45-54 19.54%
55-64 8.28%
65+ 1.46%

QUALIFICATIONS

Level 0 5.66%
Level 1 3.05%
Level 2 23.82%
Level 3 20.25%
Level 4-5 (Higher Education) 12.97%
Level 6 (Bachelors) 25.35%
Level 7 (Masters or equivalent) 8.89%

Market research interviewers

Market research interviewers conduct interviews to collect information on the opinions and preferences of consumers, businesses, the electorate and other selected groups.

Key Responsibilities

  • Collates and reviews information collected and compiles reports to pass back to the organisation/individual commissioning the market research.
  • Collects questionnaires, diaries, and other research materials left with interviewees and conducts follow-up interviews.
  • Records progress of interviews by noting answers, completing questionnaires, making audio or visual recordings or inputting responses into a computer.
  • Approaches members of the public, individuals, households and organisations to arrange and conduct face-to-face interviews, telephone interviews, focus groups, panel interviews etc..

AVERAGE EARNINGS

£16,328

EMPLOYMENT PROJECTIONS

2018 76
2019 76
2020 76

ANNUAL SALARY

£12,979 10%
£13,957 25%
£16,328 50%
£20,176 75%
£24,835 90%

JOB OPPORTUNITIES

3 new openings per year

AVERAGE AGE

16-24 20.65%
25-34 6.5%
35-44 11.16%
45-54 14.17%
55-64 28.13%
65+ 19.35%

QUALIFICATIONS

Level 0 6.82%
Level 1 3.13%
Level 2 19.61%
Level 3 23.04%
Level 4-5 (Higher Education) 9.76%
Level 6 (Bachelors) 30.15%
Level 7 (Masters or equivalent) 7.49%

Customer service occupations n.e.c.

Job holders in this unit group perform a variety of customer service occupations not elsewhere classified in MINOR GROUP 721: Customer Service Occupations.

Key Responsibilities

  • Informs customers of special promotions and new product launches.
  • Addresses customer complaints and problems.
  • Follows up clients to ensure their satisfaction with a product or service and to gain renewal of customer service agreements.
  • Makes reservations, books tickets, organises insurance policies on behalf of customers.
  • Discusses pricing processes with clients, agrees payment arrangements and handles customer accounts.
  • Receives enquiries from potential and existing clients, discusses requirements, and recommends products or services.

AVERAGE EARNINGS

£18,013

EMPLOYMENT PROJECTIONS

2018 2,952
2019 2,957
2020 2,962

ANNUAL SALARY

£14,248 10%
£15,267 25%
£18,013 50%
£21,757 75%
£26,749 90%

JOB OPPORTUNITIES

110 new openings per year

AVERAGE AGE

16-24 23.89%
25-34 29.44%
35-44 17.76%
45-54 17.25%
55-64 9.98%
65+ 1.64%

QUALIFICATIONS

Level 0 4.96%
Level 1 5.39%
Level 2 31.37%
Level 3 33.39%
Level 4-5 (Higher Education) 6.67%
Level 6 (Bachelors) 16.02%
Level 7 (Masters or equivalent) 2.14%
Level 8 (Doctorate) 0.05%

Customer service managers and supervisors

Job holders in this unit group plan, organise and co-ordinate resources necessary for receiving and dealing with the responses, complaints or further requirements of purchasers and users of a product or service, and supervise customer service occupations.

Key Responsibilities

  • Plans and co-ordinates the operations of help and advisory services to provide support for customers and users.
  • Discusses customer responses with other managers with a view to improving the product or service provided.
  • Co-ordinates and controls the work of those within customer services departments.
  • Develops and implements policies and procedures to deal effectively with customer requirements and complaints.

AVERAGE EARNINGS

£25,896

EMPLOYMENT PROJECTIONS

2018 1,501
2019 1,509
2020 1,515

ANNUAL SALARY

£17,222 10%
£19,469 25%
£25,896 50%
£33,322 75%
£42,266 90%

JOB OPPORTUNITIES

59 new openings per year

AVERAGE AGE

16-24 6.4%
25-34 30.38%
35-44 28.38%
45-54 22.91%
55-64 10.61%
65+ 1.3%

QUALIFICATIONS

Level 0 2.53%
Level 1 3.23%
Level 2 24.52%
Level 3 31.83%
Level 4-5 (Higher Education) 9.69%
Level 6 (Bachelors) 23.96%
Level 7 (Masters or equivalent) 4.24%
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