MANAGEMENT & CUSTOMER SERVICE
Cablecom provide the following management courses;
Who is the qualification for?
Those working in first line management, supervisory roles or team leaders.
What are the entry requirements?
No formal qualifications are need. Just
ability to show responsibility for others
and demonstrate management and leadership skills.
How is the course assessed?
The qualification is competence based. This means that it is linked to the candidate's ability to competently perform a range of tasks connected with their work. Candidates plan a program of development and assessment with their tutor and compile a portfolio of evidence to prove they are competent and knowledgeable in their work role.
The learner will be assessed in their work place through naturally occurring work activity, observations, personal statements, reflective logs, witness testimony and a demonstration of underpinning knowledge and understanding of the principle concepts.
How does this qualification improve my career prospects?
A management NVQ enables you to demonstrate to your employer or future employer that you have attained a nationally recognized qualification in management
The program enables you to quickly and easily fill any skills gaps you may have in your job role.
Where will this qualification lead me?
Progression to Level 3 NVQ in Management or the Certificate in Management.
What will I study on the course?
Candidates are required to take six units: four mandatory units plus two from a choice of 5 optional units.
Mandatory Units
- Manage your own resources
- Provide leadership for your team
- Develop productive working relationships with colleagues
- Ensure your own actions reduce risks to health and safety
Optional Units (select three)
- Encourage innovation in your team
- Allocate and check work in your team
- Provide learning opportunities for colleagues
- Resolve customer service problems
- Support customer service improvements
How long will it take?
The qualification usually takes between 3 to 6 months to complete. This will be agreed by you and your assessor, to meet your individual requirements.
Who is the qualification for?
Those working in managerial or supervisory roles and team leaders.
What are the entry requirements?
No formal qualifications are need. Just the
ability to show responsibility for others
and demonstrate management and leadership skills. No formal qualifications are need. Just ability to show responsibility for others and demonstrate management and leadership skills.
How is the course assessed?
The qualification is competence based. This means that it is linked to the candidate's ability to competently perform a range of tasks connected with their work. Candidates plan a program of development and assessment with their tutor and compile a portfolio of evidence to prove they are competent and knowledgeable in their work role.
The learner will be assessed in their work place through naturally occurring work activity, observations, personal statements, reflective logs, witness testimony and a demonstration of underpinning knowledge and understanding of the principle concepts.
How does this qualification improve my career prospects?
A management NVQ enables you to demonstrate to your employer or future employer that you have attained a nationally recognized qualification in management
The program enables you to quickly and easily fill any skills gaps you may have in your job role.
What will I study on the course?
Candidates are required to take seven units: four mandatory units plus three optional units, to be agreed with your tutor and / or employer.
Mandatory Units
- Manage your own resources and professional development
- Provide leadership in your area of responsibility
- Allocate and monitor the progress and quality of work in your area of responsibility
- Ensure health and safety requirements are met in your area of responsibility
Optional Units (representative selection)
- Promoting equality and diversity
- Encouraging innovation
- Plan & implement change
- Develop productive working relationships with colleagues
- Recruit, select and keep colleagues
- Provide learning opportunities for colleagues
- Manage a budget and a project
- Monitor, solve and improve customer service problems
How long will it take?
The qualification usually takes between 3 to 6 months to complete. . This will be agreed by you with your assessor, to meet your individual requirements.
Who can take this qualification?
There are no formal qualifications needed, but you must show an interest in working with the public. This NVQ is aimed at anyone who wishes to deliver continuous improvement in service to achieve customer satisfaction. No previous qualifications are necessary.
This qualification focuses on problem solving, developing good customer service and supporting new improvements in customer service.
How does this qualification improve my career prospects?
Learners may be able to progress to NVQ Level 3 Customer Service. Employment opportunities exist in every business sector including Administration, Distribution, Sales, Purchasing and Manufacturing.
What does it involve?
There will be regular assessment, carried out for the most part, in the workplace. The types of assessment used for an NVQ are observations, work based evidence, witness testimonies, professional discussions, personal statements and questioning.
Candidates are required to take seven units: two mandatory units plus five optional units one unit from each theme.
Mandatory Units (both units)
- Prepare yourself to deliver good customer service
- Provide customer service within the rules
Optional Units (select 5 – at least one from each theme)
Theme: Impression and Image
- Give customers a positive impression of yourself and your organisation
- Promote additional products and services to customers
- Process customer service information
- Live up to the customer service promise
- Make customer service personal
Theme: Delivery
- Deliver reliable customer service
- Deliver customer service on your customers ‘premises
- Recognise diversity when delivering customer service
Theme: Handling Problems
- Recognise and deal with customer queries, requests and problems
- Resolve customer service problems
Theme: Development and Improvement
- Develop customer relationships
- Support customer service improvements
- Develop personal performance through delivering customer service
How long will it take?
This qualification usually takes between 3 to 6 months to complete. This will be agreed by you and your assessor, to meet your individual requirements.
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