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Retail
Customer Service - Compare Routes
There are many instances on these pages where rolling your mouse over a graphic can reveal additional information. As well as the routes on this page moving your mouse over the Level numbers reveals information about that level.
Move over a Route to show the route - click the route for details and links
Entry Level
Level 1
Level 2
Level 3
Level 4
Level 5
Level 6
Level 7
Level 8
Entry Level
Level 1
Level 2
Level 3
Level 4
Level 5
Level 6
Level 7
Level 8
Qualification Levels

There are eight qualification levels and an entry level in the National Qualification Framework.

The levels shown opposite illustrate the qualification from the National Qualification Framework and the corresponding framework for Higher Education Qualifications.

In addition to the qualifications illustrated there is a wide variety of other vocational qualifications e.g. in IT there are qualifications offered by Microsoft, Oracle and Cisco which can be used to complement qualifcations from the framework.

In many cases it is possible to get in-work training in such qualifications.


Entry Level

Entry level qualifications recognise basic knowledge and skills and the ability to apply learning in everyday situations under direct guidance or supervision. Learning at this level involves building basic knowledge and skills and is not geared towards specific occupations.


Level 1

Level 1 qualifications recognise basic knowledge and skills and the ability to apply learning with guidance or supervision. Learning at this level is about activities which mostly relate to everyday situations and may be linked to job competence.


Level 2

Level 2 qualifications recognise the ability to gain a good knowledge and understanding of a subject area of work or study, and to perform varied tasks with some guidance or supervision. Learning at this level involves building knowledge and/or skills in relation to an area of work or a subject area and is appropriate for many job roles.


Level 3

Level 3 qualifications recognise the ability to gain, and where relevant apply a range of knowledge, skills and understanding. Learning at this level involves obtaining detailed knowledge and skills. It is appropriate for people wishing to go to university, people working independently, or in some areas supervising and training others in their field of work.


Level 4

Level 4 qualifications recognise specialist learning and involve detailed analysis of a high level of information and knowledge in an area of work or study. Learning at this level is appropriate for people working in technical and professional jobs, and/or managing and developing others. Level 4 qualifications are at a level equivalent to Certificates of Higher Education.


Level 5

Level 5 qualifications recognise the ability to increase the depth of knowledge and understanding of an area of work or study to enable the formulation of solutions and responses to complex problems and situations. Learning at this level involves the demonstration of high levels of knowledge, a high level of work expertise in job roles and competence in managing and training others. Qualifications at this level are appropriate for people working as higher grade technicians, professionals or managers. Level 5 qualifications are at a level equivalent to intermediate Higher Education qualifications such as Diplomas of Higher Education, Foundation and other degrees that do not typically provide access to postgraduate programmes.


Level 6

Level 6 qualifications recognise a specialist high level knowledge of an area of work or study to enable the use of an individual's own ideas and research in response to complex problems and situations. Learning at this level involves the achievement of a high level of professional knowledge and is appropriate for people working as knowledge-based professionals or in professional management positions. Level 6 qualifications are at a level equivalent to Bachelors degrees with honours, graduate certificates and graduate diplomas.


Level 7

Level 7 qualifications recognise highly developed and complex levels of knowledge which enable the development of in-depth and original responses to complicated and unpredictable problems and situations. Learning at this level involves the demonstration of high level specialist professional knowledge and is appropriate for senior professionals and managers. Level 7 qualifications are at a level equivalent to Masters degrees, postgraduate certificates and postgraduate diplomas.


Level 8

Level 8 qualifications recognise leading experts or practitioners in a particular field. Learning at this level involves the development of new and creative approaches that extend or redefine existing knowledge or professional practice.


Customer Service
What do Customer Service professionals do?
All those involved in the retail sector need to offer a high level of customer service. Customer Contact Centres (Call Centres) have increased with the development of online retailing and also need employees with a high level of customer care skills.

Customer services staff can work with customers face to face, on the phone or by e-mail and answer enquiries, give information and deal with complaints.

This is a flexible career choice as many other sectors such as hospitality, tourism, finance and IT involve dealing directly with customers. Customer Service qualifications can provide a good foundation for these areas too, allowing you to keep your career options open. There is a rapidly growing demand for employees with well developed customer service skills.

Source: Skillsmart Retail/jobs4u/ICS

There are several different pathways to become qualified in Customer Service. The following pages give examples of just three possible routes:
  • ROUTE 1 - Work based learning 1 - Apprenticeship
  • ROUTE 2 - Work based learning 2
  • ROUTE 3 - Vocational learning
What else should I be doing?
It would help your career to:
 Get work experience or a part time job which involves a high level of customer contact
 Keep up to date with trends in the retail and contact centre industries
 Develop your communication skills - especially telephone skills
 Develop your problem solving skills
 Become a Student Member of the Institute of Customer Service
 
Useful links
The Institute of Customer Service www.instituteofcustomerservice.com has a useful section on Skills and Qualifications in Customer Service.
The Customer Contact Association www.cca.org.uk endorses training courses such as the Contact Centre Professional Certificate.
e-skills UK www.e-skills.com, the Sector Skills Council for IT and Telecoms, has developed the Contact Centres 'Go Forward' programme for new entrants - young people and adults.
NCFE www.ncfe.org.uk offers qualifications up to level 3 in retail and commercial enterprise, including Level 1 in Customer Care.
Weir Training www.weirtraining.co.uk based in Surrey is a CoVE for Retail and Customer Service.