National Vocational Qualifications and Scottish Vocational Qualifications (NVQ/SVQs) are part of the government-regulated system of vocational qualifications in the UK. They’re open to everyone.
These qualifications are based on National Occupational Standards which reflect the skills and knowledge needed to do a job well. They’re a way of measuring achievement at work.
The customer service NVQs/SVQs are some of the most popular vocational qualifications in the UK. Over 550,000 candidates have registered for them since they were first launched, and over 200,000 qualifications have been awarded. On average, 12,000 new candidates register every quarter.
Customer service NVQs/SVQs are so popular because people with well-developed customer service skills are increasingly in demand by employers, a trend that’s repeatedly confirmed by labour market information. Also, the customer service qualifications have been designed for all sectors – private, public and voluntary – and for anyone whose job has a customer service element, whether their customers are external or internal.
Customer service NVQs and SVQs, based on the National Occupational Standards in customer service – which we produced in collaboration with employers – are currently available at levels 1, 2, 3 and 4. You can find out more about the level 1 standards at the bottom of this page, and you can download unit overviews from the new NVQs/SVQs at levels 2, 3 and 4.
Current Customer Service Standards (2006) at NVQ/SVQ levels 2, 3 and 4
New standards in customer service were approved in February 2006, so new NVQs/SVQs at levels 2, 3 and 4 have been developed from these. The new standards and NVQs/SVQs are now available for you to buy on CD from our online shop.
The CD is fully interactive – each unit is just a click away. We’ve re-designed it to make it more user-friendly and accessible for both candidates and assessors. It contains:
- useful information about customer service and the standards
- the full suite of standards and NVQs/SVQs at levels 2,3 and 4
- the NVQ/SVQ qualification structure and progression route details
- the assessment strategy for the levels 2,3 and 4 standards
- key and core skills mapping
Each unit is now laid out on a single page, so there’s no more scrolling through pages and pages of lists. Here's an example of a unit as it appears on the CD.
Evidence requirements
Download a copy of the evidence requirements you’ll need to use with the CD. You can also download unit overviews for the new NVQs/SVQs at levels 2, 3 and 4.
Level 2, 3 and 4 Assessment Strategy (Word doc, 250K)
NVQ and SVQ delivery
We at ICS don’t award the NVQ/SVQs in customer service. This is done by the awarding bodies who are accredited to offer these qualifications. You can download a list of awarding bodies.
New level 1 S/NVQ in customer service 2007
The new level 1 standards were approved in April 2007 and were accredited as S/NVQs on 1 September 2007.
Level 1 S/NVQs are designed to meet the needs of people who:
- are looking for work
- are in schools or colleges
- are just starting their careers
- need a lower level because they’re limited by their current job roles and responsibilities
Because of this target group, simulation, work placement and work experience is allowed for certain units in the NVQ.
It’s important to bear in mind that units 1, 5 and 6 of these standards are also in the level 2 standards and S/NVQs. These haven’t been changed and are identical units in every way.
You can download the new level 1 standards by following these links:
New Level 1 National Occupational Standards 2007
Level 1 Assessment Strategy 2007
Level 1 Evidence Requirements 2007
More information
You can find more information about the customer service SVQs and NVQs by looking at these information leaflets:
Why were NVQs developed?
What are SVQs and NVQs in customer service and how are they delivered?