iCQ Level 4 NVQ Diploma in Customer Service (RQF)
601/3686/8
- Level: Level 4
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: iCan Qualifications Limited (Recognised)
- Total credits: 50
- Guided learning hours: 171
- Total qualification time: 500
- Assessment methods: Portfolio of Evidence
Units (34)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Bespoke Software RN5325/J/502/4397 |
Level 3 | 4 | 30 |
Buyer behaviour in sales situations RN5325/K/502/8622 |
Level 3 | 3 | 27 |
Develop resources to support consistency of customer service delivery RN5325/Y/506/2166 |
Level 3 | 5 | 21 |
Encourage innovation RN5325/J/506/2292 |
Level 3 | 4 | 14 |
Gather, analyse and interpret customer feedback RN5325/D/506/2170 |
Level 3 | 5 | 24 |
Manage incidents referred to a contact centre RN5325/K/503/0418 |
Level 3 | 6 | 30 |
Manage individuals’ performance RN5325/J/506/1921 |
Level 3 | 4 | 20 |
Manage personal and professional development RN5325/T/506/2952 |
Level 3 | 3 | 12 |
Manage team performance RN5325/A/506/1821 |
Level 3 | 4 | 21 |
Monitor the quality of customer service interactions RN5325/K/506/2172 |
Level 3 | 5 | 27 |
Negotiating, handling objections and closing sales RN5325/F/502/8612 |
Level 3 | 4 | 22 |
Obtaining and analysing sales-related information RN5325/R/502/8615 |
Level 3 | 4 | 24 |
Promote equality, diversity and inclusion in the workplace RN5325/T/506/1820 |
Level 3 | 3 | 15 |
Resolve customers’ complaints RN5325/R/506/2151 |
Level 3 | 4 | 22 |
Resolve customers’ problems RN5325/K/506/2169 |
Level 3 | 4 | 19 |
Use service partnerships to deliver customer service RN5325/D/506/2167 |
Level 3 | 3 | 20 |
Build and maintain effective customer relations RN5325/R/506/2179 |
Level 4 | 6 | 25 |
Champion customer service RN5325/D/506/2153 |
Level 4 | 4 | 17 |
Develop a customer service strategy RN5325/R/506/2960 |
Level 4 | 6 | 25 |
Develop a social media strategy for customer service RN5325/D/506/2962 |
Level 4 | 5 | 16 |
Develop customer service through social media RN5325/H/506/2963 |
Level 4 | 5 | 16 |
Encourage learning and development RN5325/M/506/1962 |
Level 4 | 3 | 16 |
Initiate and implement operational change RN5325/T/506/1980 |
Level 4 | 4 | 19 |
Manage a customer service award programme RN5325/L/506/2181 |
Level 4 | 4 | 15 |
Manage a project RN5325/R/506/1999 |
Level 4 | 7 | 38 |
Manage business risk RN5325/L/506/2004 |
Level 4 | 6 | 27 |
Manage customer service operations RN5325/M/506/2898 |
Level 4 | 7 | 23 |
Manage Health and Safety in own area of responsibility RN5325/D/504/4056 |
Level 4 | 5 | 15 |
Manage incident management systems in a contact centre RN5325/H/503/0417 |
Level 4 | 6 | 12 |
Manage the use of technology to improve customer service RN5325/Y/506/2183 |
Level 4 | 4 | 14 |
Review the quality of customer service RN5325/F/506/2176 |
Level 4 | 4 | 20 |
Support environmental sustainability in a business environment RN5325/R/506/1954 |
Level 4 | 4 | 38 |
Design business processes RN5325/D/506/2055 |
Level 5 | 5 | 23 |
Manage direct sales operations in a contact centre RN5325/Y/503/0401 |
Level 5 | 7 | 30 |