Level 2 - To achieve a Level 2 Qualification, you must complete five units including the two mandatory core units.
Additional National Occupational Standards
HSC234 Ensure your own actions support the equality, diversity, rights and responsibilities
Level 3 - To achieve a Level 3 qualification you must complete six units including the two mandatory core units. At least 3 units must be chosed from group B
Mandatory Core (2 units)
- Carry out your responsibilities at work
- Work within your business environment
Group A (11 units)
- Ensure your own actions reduce risks to health and safety
- Manage diary systems
- Organise business travel and accommodation
- Use IT Systems
- Use IT to exchange information
- Database software
- Presentation software
- Specialist or bespoke software
- Prepare text from notes
- Make administrative arrangements for the appearance of individuals at court
- Contribute to maintaining security and protecting individuals’ rights in the custodial environment
Group B (30 units)
- Supervise an office facility
- Procure products and services
- Manage and evaluate customer relations
- Manage the payroll function
- Complete year-end procedures
- Monitor information systems
- Plan and run projects
- Research, analyse and report information
- Plan, organise and support meetings
- Make a presentation
- Organise and coordinate events
- Word processing software
- Spreadsheet software
- Website software
- Artwork and imaging software
- Design and produce documents
- Plan and implement innovation and change
- Develop productive working relationships with colleagues
- Provide leadership for your team
- Prepare text from shorthand
- Prepare text from recorded audio instructions
- Calculate and verify critical dates for sentences
Customer Service
Level 2 - To achieve a Level 2 qualification you must complete the two mandatory units and 5 Optional Units, with at least one unit from each theme.
Mandatory Units
- prepare yourself to deliver good customer service
- Provide customer service within the rules
Themes and Units
Impression and Image
- Give customers a positive impression of yourself and your organisation
- Promote additional services or products to customers
- Process customer service information
- Live up to the customer service promise
- Make customer service personal
-Go the extra mile in customer service
- Deal with customers in writing using ICT
- Deal with customers face to face
- Dealw ith customers by telephone
Delivery
- Deliver reliable customer service
- Deliver customer service on your customers premises
- Recognise diversity when delivering customer service
Handling Problems
- Recognise and deal with customer queries, requests and problems
- Resolve customer service problems
Development and Improvement
- Develop customer relationships
- Support customer service improvements
- Develop personal performance through delivering customer service
For learners aged 25 years plus, Train to Gain funding may be available to fund the entire cost of a level 2 award, with free 20 hours of training.
Level 3 - To achieve a level 3 qualification you must complete the two mandatory units and 6 Optional Units, with at least one unit from each theme
Mandatory Units
- Understand customer service to improve service delivery
- Know the rules to follow when developing customer service
Themes and Units
Impression and Image
- Make customer service personal
- Go the extra mile in customer service
- Deal with customers in writing using ICT
- use customer service as a competitive tool
- Organise the promotion of services or products to customers
Delivery
- Deliver customer service on your premises
- Recognise diversity when delivering customer service
- Deliver customer service using service partnerships
- Organise the delivery of reliable customer service
- Improve customer relationships
Handling Problems
- Monitor and solve customer service problems
- Apply risk assessment to customer service
- Process customer service complaints
Development and Improvement
- work with others to improve customer service
- Promote continuous improvement in customer service
- Develop your own and others customer service skills
- Lead a team to improve customer service
- Gather, analyse and interpret customer feedback.
Information Technology
The IT NVQ is made up of a range of units that all have individual points. To achieve a qualification, you simply select units you wish to achieve that make up the relevant points. You can select units at different levels dependant upon your strengths and weaknesses.
Level 2 - To achieve a Level 2 qualification you must select units to achieve a total of 100 points with 40 points being from units at the same level as the qualification.
Level 3 - to achieve a Level 3 qualification you must select units to achieve a total of 180 points with 75 points being from units at the same level as the qualification.
ITQ Internal Credit Matrix |
Unit titles |
Unit values |
Level 1 |
Level 2 |
Level 3 |
Make selective use of IT (Mandatory) |
15 |
25 |
35 |
Using IT systems |
5 |
15 |
25 |
Operate a computer |
10 |
20 |
30 |
IT trouble-shooting for users |
5 |
15 |
25 |
IT maintenance for users |
5 |
15 |
25 |
IT security for users |
5 |
15 |
25 |
Use IT to exchange information |
5 |
15 |
25 |
Internets and intranets |
5 |
15 |
25 |
E-mail |
5 |
15 |
25 |
Word processing |
10 |
20 |
30 |
Spreadsheets |
10 |
20 |
35 |
Databases |
10 |
20 |
35 |
Websites |
10 |
20 |
35 |
IT artwork and images |
10 |
20 |
35 |
IT Presentations |
10 |
20 |
30 |
Specialist or bespoke software |
10 |
20 |
30 |
Evaluate the impact of IT |
5 |
15 |
25 |
Sector specific unit |
10 |
20 |
30 |
For learners aged 25 years plus, Train to Gain funding may be available to fund the entire cost of a level 2 award, with free 20 hours of training.
