Coronavirus update for customers

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Coronavirus update for customers

Operational Update on NOCN Group Qualifications and Services

NOCN Group offers a wide range of services including regulated qualifications, EPA for apprenticeships, Job Cards in construction, Access to HE Diplomas, bespoke accreditation and educational and skills support training.

You will find out more operational detail on the implications of COVID19 for each of these services, including advice for students and centres preparing for external assessments, through the following links:

Please note that NOCN will be following the guidance issued by the ESFA, IfATE, Ofqual, CCEA, QAA and Qualifications Wales, and will update our customers as things change.

If you have any concerns or would like to discuss the impact on your centre, apprentices or learners please contact us on nocn@nocn.org.uk or 0300 999 1177 (Option 5).

Working to support our valued customers

You will be aware of the various Government and World Health Organisation (WHO) announcements and official advice over COVID19.
The situation is unprecedented and has been continually changing. With colleges and schools now closed and the country in effect ‘locked down’, other than essential services, we will endeavour to continue to support you, your apprentices, learners and card applicants through this difficult period.

We support Ofqual’s statement that the most important principle is fairness to all learners and apprentices, not only for those being assessed now, but also for those assessed before COVID-19.

Centre Support

All our staff are working from home, so we are still offering front line support, through telephony, email and web chat as usual.
Certificates for regulated qualifications and cards are being issued to centres in the normal way.
We aim to provide as full a range of our services as possible, where these can be delivered remotely, and we can use remote or recorded assessment methods, whilst maintaining the integrity of the assessment.
All face-to-face appointments for approval visits, External Quality Assurers, and external assessments have been suspended until training centres reopen and normal business resumes.
We are providing digital on-line support, including offering WebEx interviews, developing online invigilated exams in place of physical papers, and digital content support.


Please contact us to discuss how best we can support you on nocn@nocn.org.uk or 0300 999 1177 (Option 5).

Best wishes from all at NOCN to you our valued customers. We hope you all remain safe and well.

Graham Hasting-Evans, Group Managing Director

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Providing and Monitoring Construction-related Customer Service in the Workplace

Reference
F/600/7558
Level
Level 5
Credit Value
8
Guided Learning Hours
30
 
Aim
The aim of this unit is to illustrate the skills, knowledge and understanding required to confirm competence in providing and monitoring construction-related customer service in the workplace within the relevant sector of industry.


Learning Outcomes Assessment Criteria
The Learner Will The Learner Can
1 Identify and use current legislation and official guidance to implement systems or procedures that will deliver and improve customer service.
  • 1.1 - Apply at least four of the following to customer service systems or procedures:
    - current legislation
    - official guidance
    - organisational procedures
    - specifications
    - drawing
    - instructions and variations
    - feedback processes
  • 1.2 - Seek ways of improving customer service whilst implementing customer service systems and procedures.
  • 1.3 - Describe ways that current legislation and official guidance relevant to customer service can be identified.
  • 1.4 - Explain how identified information can be used for implementing customer service systems or procedures.
  • 1.5 - Explain methods that can effectively deliver and improve customer service.
2 Prepare to deal with customers in order to give consistent and reliable service.
  • 2.1 - Examine current customer procedures and systems to identify if they provide consistent customer service.
  • 2.2 - Implement and use systems or procedures that will provide reliable and consistent service that promotes customer's confidence.
  • 2.3 - Explain methods that can provide consistent levels of customer service.
  • 2.4 - Explain how systems or procedures can be used effectively to provide a reliable level of customer service.
3 Work with others to resolve customer problems, communicate with customers and check that they are satisfied with the actions taken.
  • 3.1 - Identify and find solutions to construction-based customer problems.
  • 3.2 - Communicate with customers whilst resolving problems using at least two of the following mediums:
    - electronic
    - verbal
    - written
    - via a second person
    - feedback documents
    - group meetings
  • 3.3 - Undertake at least two of the following actions that will ensure that customers are satisfied that problems are or will be solved:
    - corrective
    - referral
    - investigative
    - reactive
    - proactive
  • 3.4 - Explain how best to work with others which can resolve customer service problems.
  • 3.5 - Describe different methods and techniques of communicating and dealing with customers.
  • 3.6 - Explain what checks can be undertaken to ensure that customers are satisfied with actions taken.
4 Solve problems within existing systems or procedures that may affect customers before the customer becomes aware of them.
  • 4.1 - Investigate and/or collate information on current customer procedures and systems to identify potential or repeat customer service problems.
  • 4.2 - Apply rectification measures to procedures and systems to eliminate or reduce identified potential customer problems.
  • 4.3 - Describe ways that problems can be identified within existing systems or procedures that may affect customers.
  • 4.4 - Explain how and why problems in systems or procedures should be solved before customers become aware of them.
5 Confirm that the service given meets the customer's needs and expectations.
  • 5.1 - Identify the level of service expected by construction-related customers.
  • 5.2 - Communicate with customers to check that service given has met their needs and expectations.
  • 5.3 - Explain ways of checking that customers are satisfied with the given level of service.
6 Inform the people responsible about changes to customer service systems or procedures that will reduce the chance of problems being repeated.
  • 6.1 - Identify repeat problems in customer service, and amend customer service systems or procedures to minimise chances of problems being repeated.
  • 6.2 - Communicate with at least two of the following people responsible to inform them that systems or procedures have been amended:
    - the client, the customer or their representative
    - contractors
    - consultants
    - sub-contractors
    - suppliers
    - workforce
    - internal management
  • 6.3 - Explain the measures that could be taken to identify repeat problems with customer service.
  • 6.4 - Explain methods that allow changes to customer service systems or procedures which can reduce the chance of problems being repeated.
  • 6.5 - Describe how to effectively inform people responsible about amendments to systems or procedures.
7 Share information with people responsible to maintain and improve standards of service delivery.
  • 7.1 - Inform and/or pass collated information that will maintain and improve standards of service delivery.
  • 7.2 - Describe ways that standards of service delivery can be maintained and improved.
  • 7.3 - Explain how information with people responsible could be effectively shared in order to maintain and improve standards of service delivery.
Assessment guidance and/or requirements
This unit must be assessed in a work environment, in accordance with the ConstructionSkills‘ Consolidated Assessment Strategy for Construction and the Built Environment.
Assessors for this unit must have verifiable, current industry experience and a sufficient depth of relevant occupational expertise and knowledge, and must use a combination of assessment methods as defined in the Consolidated Assessment Strategy.
Workplace evidence of skills cannot be simulated.