Administration and customer services

The award is a concise qualification which gives an introduction to the basic skills, knowledge and understanding required by today's first line manager.  The mandatory unit "Solving Problems and Making Decisions" is designed to develop practical techniques for tackling managerial problems and making decisions from gathering and interpreting information through to the effective communication of outcomes.

Course Level:  Level 3

Course Duration:  Six Days (34 hours)

ILM Team Leading qualifications are for those people who are working in formal teams or groups, whether as team leaders/co-ordinators, or team members.  The qualifications are equally suitable for members of self-managed teams.  They may work in factories and offices, in hospitals, in call centres, on building sites, in leisure centres or in the armed services.  Wherever people and resources are employed, team workers with an ILM Team Leading qualification ensure that they are employed effectively.

This qualification aims to develop the candidate's knowledge of the key areas that are required to promote and support good customer service.  It can also contribute to the development of key communication, working with others and problem solving.

Course Level:  Level 1

Course Duration:  One Day

Assessment: Multiple Choice Exam

This qualification aims to develop the candidate's knowledge of the key areas that are required to promote and support good customer service.  It can also contribute to the development of key communication, working with others and problem solving.

Course Duration:  One Day

Assessment: Multiple Choice Exam

This course is for those working in formal teams and groups as leaders/coordinators or team members.

It delivers and develops the skills necessary to perform effectively in a pressured work environment. It covers a wide range of modules including: Managing resources, developing productive working relationships and problem resolution.

Skills & Knowledge gained

This course delivers practical units on how to prepare for customer service, as well as providing an excellent customer service. It is an ideal course for those working on a reception desk, food and drink service or any other customer facing role.

Candidates will be confident in delivering a quality customer service which exceeds expectations and be able to handle any complaints professionally.

Candidates must achieve 7 units made up of 2 mandatory units and 5 optional units, at least one unit from each theme.

Mandatory units

A flexible syllabus, enabling training to be tailored to meet specific needs of employers & their employees. It gives participants the opportunity to build and develop more in depth skills within a business environment.

Who will benefit:

The OCR Advice and Guidance Support NVQ Level 2 is designed to reflect the activities and responsibilities of candidates who are in work roles where they provide an administrative support function to practitioners and also customer service to clients.

It is suitable for candidates:

This course delivers Front Office service skills. Training topics include Communication as part of the reception function, maintaining a safe working environment and contributing to effective team working.

This course is aimed at Hotel and Restaurant Reception staff who are predominantly customer facing

Skills & Knowledge gained

A flexible syllabus, enabling training to be tailored to meet specific needs of employers & their employees. It gives participants the opportunity to build and develop more in depth customer service skills within the motor industry, covering modules such as creating a positive representation in customer service, making customer service personal, dealing with customers face-to-face and via the phone, as well as recognising diversity in customer care.

Awarded By: IMI (The Institute of Motor Industry)

Duration:

12 Months

If you have responsibility for managing others, this programme offers an excellent opportunity to gain a qualification based on evidence generated from your workplace activities. This practical evidence will be supported with appropriate knowledge and understanding of current management functions and processes.

Aims of the programme