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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Deliver reliable customer service

Reference
J/601/1210
Level
Level 2
Credit Value
5
Guided Learning Hours
33
 


Learning Outcomes Assessment Criteria
The Learner Will The Learner Can
1

Prepare to deal with customers

  • 1.1 - Keep their knowledge of their organisation's services or products up-to-date
  • 1.2 - Ensure that the area they work in is tidy, safe and organised efficiently
  • 1.3 - Prepare and arrange everything they need to deal with customers before their shift or period of work commences
2

Give consistent service to customers

  • 2.1 - Make realistic customer service promises to customers
  • 2.2 - Ensure that their promises balance the needs of their customers and their organisation
  • 2.3 - Keep their promises to customers
  • 2.4 - Inform their customers if they cannot keep their promises due to unforeseen circumstances
  • 2.5 - Recognise when their customers' needs or expectations have changed and adapt their service to meet the new requirements
  • 2.6 - Keep their customers informed if delivery of the service needs to involve passing them on to another person or organisation
3

Check customer service delivery

  • 3.1 - Check that the service they have given meets their customers' needs and expectations
  • 3.2 - Identify when they could have given better service to customers and how their service could have been improved
  • 3.3 - Share information with colleagues and service partners to maintain and improve their standards of service delivery.
4

Know how to deliver reliable customer service

  • 4.1 - Describe their organisation's services or products
  • 4.2 - Explain their organisation's procedures and systems for delivering customer service
  • 4.3 - Describe methods or systems for measuring an organisation's effectiveness in delivering customer service
  • 4.4 - Explain their organisation's procedures and systems for checking service delivery
  • 4.5 - Explain their organisation's requirements for health and safety in their area of work
Assessment guidance and/or requirements
Specified in the Customer Service Assessment Strategy 2010