Vocational Qualifications (Certification only) Customer Service Level 2 Diploma - 10379 (from 2014)

Withdrawal of qualification

Following a review of our qualifications, we have decided to withdraw OCR Customer Service Suite of Qualifications. The final date for entries will be 31 August 2020 and the final certification date will be 31 August 2021.
Adapted assessment (2020/21)

During this challenging period, there may be some changes made to assessments to enable remote delivery/assessment and this is referred to as an adapted assessment. Guidance on permitted adaptations is available on our support centre.

This qualification is designed for those taking an Intermediate Apprenticeship in Customer Service. It reflects the skills and knowledge required of people working in a customer service role.

It is also ideal for non-apprentices wanting to evidence both knowledge and competence in their given Customer Service role.

All units will be assessed using the verified model.

Benefits

Combined qualification containing both knowledge and competence units
To be included in the Intermediate Customer Service Apprenticeship framework
Based on the revised Customer Service National Occupational Standards (NOS).

Teaching and learning resources

(4) Support materials
- Mapping old to new units (PDF, 227KB)
- Progress Tracker (XLS, 23MB)
  
  An Excel based tool which monitors learner progress against each selected unit.>
  
  Download
- Resources links (PDF, 1MB)
  
  This document provides links to a variety of independent resources to support teaching and learning.
  
  Download
- Rules of combination - Qualifications Calculator (XLS, 719KB)
  
  An Excel based tool which enables teachers to select the correct combination of units for their learners.
  
  Download
(1) Teacher guides
- Command verb definitions (PDF, 1MB)