National Occupational Standards

The National Occupational Standards (NOS) provide an industry–recognised reference framework that can be used for a variety of purposes.

They are recognised as being particularly useful within the areas of recruitment and training and development, where they can be used to:

• define the scope and focus of job roles
• write and review job descriptions
• assess staff
• benchmark individual performance
• identify individual training and development needs
• design and develop in-house training programmes / training materials
• set and appraise individual or team objectives
• align individual and team targets to organisational goals
• ensure best practice at work
• help an organisation meet the indicators for external accreditation
• assure quality of staff performance

Details of the customer service and contact centre National Occupational Standards can be found on the Council for Administration (CfA) website.