NVQ in Customer Service (CS)

Who is it for?

This Customer Service NVQ has been designed for use across all sectors (private, public and voluntary) and in all job roles that include customer service responsibilities. Customers can be either external or internal.

This NVQ enables employees involved in customer focused roles to demonstrate their skills and knowledge against the standards expected within the industry.

What does it cover?

The NVQ is made up of a series of mandatory and optional units to allow a flexible and tailored approach to be taken with each candidate and can be adapted to suit individual candidates’ work roles and seniority levels.
Key areas can include:
  • Giving customers a positive impression of yourself and your organisation
  • Delivering reliable customer service
  • Developing customer relationships
  • Resolving customer service problems
  • Supporting customer service improvements
  • Promoting additional products or services to customers
  • Processing customer service information
  • Promoting continuous improvement
  • Developing the customer service skills of others
  • Leading teams and individuals to improve customer service levels


  • Level 2
For employees who have to deliver a continually improving service to customers, but who may not have the responsibility or autonomy to bring about permanent improvements themselves.
  • Level 3
For employees who have to deliver a continually improving service to customers and who are able to implement permanent improvements for the benefit of customers and the organization.

Benefits to employees

  • A clear understanding of responsibilities
  • Increased knowledge of role, company and products
  • Recognition of existing skills
  • Increased value within the workplace

Benefits to employers

  • Improved productivity, efficiency and profitability
  • Improved employee motivation
  • Consistent quality level of service to all customers
  • Improved customer retention and acquisition rates
  • Employees work effectively with minimal supervision
  • Increased flexibility and decreased absences
  • Reduction in errors and mistakes
  • Compliance with regulations and legislation
  • Improved loyalty and retention
  • Increased profitability through improved competency
  • Long term tangible cost savings
  • All training programmes are designed to take into consideration the specific individuals requirements of your business and as such the programme is tailored to meet your needs.