How is the qualification achieved?This qualification is for anyone whose role requires him or her to deliver on a regular basis, continually improving services to the customers.
The level 3 standards are for individuals who have the scope and authority to bring about improvements in service deliver, improvements that will benefit the customers and the organisation for which they work. However this does not mean that they have to be in roles where they have direct line management responsibility, you could be a team leader or section head.
The specific job titles may differ, some may have job titles that reflect the designated customer service role they carry out within a Customer service department or call centre.
In some cases the job title may not explicitly relate to customer service, but the primary role is never the less is one that dealing with the public and delivering a service is what they are employed to do for example receptionist, information centre, or retail assistant etc.
This is for you or your staff if you recognise that in a service driven environment, well-developed customer service competencies are as essential as technical skills.
How is the qualification achieved?To meet the level 3 standards individuals will need to show they can: