Is this course right for me?

If you work in a Customer focus role, have good interpersonal skills and strive to deliver the best possible service, even in difficult and complex situations and are constantly looking to improve your performance to enable the organisation to maintain its competitive edge, then yes.

Entry requirements:

  • Employment in a Customer Service role

All places are subject to satisfactory interview.


An individual learning plan will be drawn up with you and your manager and an assessor will visit you regularly in the work place.  You will build a portfolio of evidence to show how you met the National Standards in your day to day work, and that you are aware of relevant legislation. 


You will provide your assessor with evidence of work situations you have dealt with. This can include:

  • Case Studies
  • Questions and Answers
  • Discussions
  • E-mails or letters to support your written evidence
  • Witness Testimonies from your colleagues or line manager

Workbooks and NVQ’s will be marked by a workplace assessor and moderated by the internal verifier. 

Essential Skills will consist of portfolio building and observations


There are excellent opportunities to progress to a Higher Education (HE) qualification such as a Foundation Degree in Business.