The NOCN Suite of Customer Service qualifications are designed to provide learners with the skills, knowledge and competences to operate successfully as customer service workers within a wide variety of industry contexts.
Min Credits : 23
Description: The learner must achieve a minimum of 23 credits, 14 credits must be achieved form Mandatory Group A and a minimum of 6 credits from Optional Group B. A maximum of 3 credits can be achieved from Optional Group C.
Min Credits : 14
Description: The learner must achieve 14 credits from the units in this group.
| Title | Reference | Credit Value | Level |
|---|---|---|---|
| Communication in customer service | Y/506/2085 | 2 | Level 1 |
| Personal Performance and Development | A/651/1464 | 3 | Level 1 |
| Principles of personal performance and development | L/506/1791 | 3 | Level 1 |
| Principles of working in a business environment | R/506/1792 | 4 | Level 1 |
| Understand working in a customer service environment | L/506/2083 | 3 | Level 1 |
| Understanding Communication in a Customer Service Setting | D/651/1465 | 2 | Level 1 |
| Understanding Working in a Customer Service Setting | F/651/1466 | 3 | Level 1 |
| Work with others in a business environment | Y/506/1793 | 2 | Level 1 |
| Working in a Business Environment | Y/651/1463 | 4 | Level 1 |
| Working With Others in a Business Environment | T/651/1462 | 2 | Level 1 |
Min Credits : 6
Description: The learner must achieve a minimum of 6 credits from the units in this group.
| Title | Reference | Credit Value | Level |
|---|---|---|---|
| Communicate with customers in writing | T/506/2126 | 3 | Level 2 |
| Deal with customer queries, requests and problems | A/506/2113 | 3 | Level 1 |
| Deal with incoming telephone calls from customers | H/506/2154 | 3 | Level 2 |
| Dealing With Customer Queries, Requests and Problems | T/651/1471 | 3 | Level 1 |
| Make telephone calls to customers | K/506/2155 | 3 | Level 2 |
| Making Outgoing Telephone Calls to Customers | J/651/1468 | 3 | Level 2 |
| Process information about customers | R/506/2134 | 3 | Level 2 |
| Processing and Storage of Customer Information | H/651/1467 | 3 | Level 2 |
| Receiving Incoming Customer Telephone Calls | K/651/1469 | 3 | Level 2 |
| Record details of customer service problems | A/506/2094 | 3 | Level 1 |
| Recording and Logging of Customer Service Problems and Complaints | Y/651/1472 | 3 | Level 1 |
| Written Communication to Customers | R/651/1470 | 3 | Level 2 |
Max Credits : 3
Description: The learner may achieve a maximum of 3 credits from the units in the group.
| Title | Reference | Credit Value | Level |
|---|---|---|---|
| Contribute to sales activities in a contact centre | F/503/0392 | 3 | Level 1 |
| Contribute to Sales Activities in a Contact Centre | F/651/1475 | 3 | Level 1 |
| Health and Safety Procedures in the Workplace | D/651/1474 | 2 | Level 2 |
| Health and Safety Procedures in the Workplace | T/505/4673 | 2 | Level 2 |
| Manage time and workload | H/506/1795 | 1 | Level 1 |
| Managing Time and Workload | J/651/1477 | 1 | Level 1 |
| Meet and welcome visitors in a business environment | A/506/1799 | 2 | Level 1 |
| Meeting and Greeting Visitors into a Business Environment. | H/651/1476 | 2 | Level 1 |
| Meeting customers' after sales needs | R/502/8601 | 3 | Level 2 |
| Processing Sales Orders | A/651/1473 | 2 | Level 2 |
| Processing sales orders | M/502/8587 | 2 | Level 2 |
| Understanding Customer’s After Sales Needs | K/651/1478 | 3 | Level 2 |
| Use specific features of contact centre systems and technology | F/503/0361 | 3 | Level 1 |
| Current Funding | View Funding |
| Title | Type | Reference | Date |
|---|---|---|---|
| Withdrawal of various qualifications | Withdrawal | B23-23 | 5/4/2023 |