The purpose of this qualification is to enable you to evidence the key skills, knowledge and competence that employers would expect of someone operating in a senior role with Customer Service as a primary focus. It is appropriate for you if you want to evidence the skills, knowledge and competence in such a customer service role
The purpose of the qualification is to confirm that you are competent in a specific job role such as:
Alternatively, this qualification supports progression to further learning. You could progress to other qualifications suitable to your level of experience, such as:
There are no formal entry requirements to access this course; however, you will need access to a PC/Laptop/Mac and internet access. You will also be required to be motivated and able to set aside time to complete your work.
As this is a vocational qualification there are no final exams for you to sit. You will be continually assessed using a variety of tasks intended to show and use the skillset that you have.
This course is delivered remotely utilising our materials and the use of zoom / teams / Skype, etc. All written work will be submitted and assesed via our portfolio system.
The duration of the course is approximately 171 hours TQT. This includes tutoring and individual learning; however, as we take into account your previous work and academic history this could be less.
The primary purpose of this qualification is to confirm that you are competent in a specific job role. It will enable you to undertake a learning programme to confirm competence in a specific customer service job role. It targets the key skills, knowledge and competence that employers would expect of someone operating in a role with Customer Service as a primary focus
This qualification comprises of three mandatory units and an extensive choice of option units. You can work with LCP to find the best- fit from the optional units offered in the qualification to suit you and your career.
4 Credit unit at Level 4
Understand how to champion customer service
Be able to identify the scope for improvements to customer service
Be able to champion customer service
7 Credit unit at Level 4
Understand the management of customer service operations
Be able to plan customer service operations
Be able to manage customer service operations
3 Credit unit at Level 3
Be able to identify personal and professional development requirements
Be able to fulfil a personal and professional development plan
Be able to maintain the relevance of a personal and professional development plan
Choose a minimum of 4 units with a minimum combined credit value of 20 from the following options:
3 Credit unit at Level 3
Understand the use of a service partnership in customer service delivery
Understand ways of building relationships within a customer service partnership
Be able to deliver customer service within a customer service partnership
5 Credit unit at Level 3
Understand how to gather, analyse and interpret customer feedback
Be able to plan the collection of customer feedback on customer service issues
Be able to gather customer feedback
Be able to analyse and interpret customer feedback to recommend improvements
5 Credit unit at Level 4
Understand the development of a customer service social media strategy
4 Credit unit at Level 4
Understand how to review the quality of customer service
Be able to plan the measurement of customer service
Be able to evaluate the quality of customer service
5 Credit unit at Level 4
Understand the use of social media for customer service
Be able to identify the scope for improvements to customer service through the use of social media
Be able to develop customer service provision through social media networks
4 Credit unit at Level 3
Understand the monitoring and resolution of customers problems
Be able to deal with customers problems
5 Credit unit at Level 3
4 Credit unit at Level 4
4 Credit unit at Level 3
6 Credit unit at Level 4
6 Credit unit at Level 4
5 Credit unit at Level 3
Understand how knowledge resources are used to support customer service delivery
4 Credit unit at Level 4
Understand how to manage the use of technology to improve customer service
Be able to identify opportunities for customer service improvement through the use of technology
Be able to implement changes in technology to improve customer service
Choose a minimum of 1 units up to a credit value of 16 from the following options:
4 Credit unit at Level 3
Understand the management of team performance
Be able to allocate and assure the quality of work
Be able to manage communications within a team
5 Credit unit at Level 4
5 Credit unit at Level 5
4 Credit unit at Level 2
Understand the organisation of business travel or accommodation for others
Be able to research business travel or accommodation options for others
Be able to make business travel or accommodation arrangements for others
4 Credit unit at Level 3
Understand how to handle objections and negotiate with the customer
Be able to prepare for objections and negotiation with the customer
6 Credit unit at Level 4
4 Credit unit at Level 3
Input and combine information using bespoke software
4 Credit unit at Level 3
4 Credit unit at Level 3
3 Credit unit at Level 3
6 Credit unit at Level 3
6 Credit unit at Level 4
3 Credit unit at Level 4
4 Credit unit at Level 3
4 Credit unit at Level 4
7 Credit unit at Level 4
3 Credit unit at Level 3
4 Credit unit at Level 4
7 Credit unit at Level 5
