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Customer Service NVQ Level 4 Diploma


The aim of this qualification is to recognise the skills and competence of candidates in the workplace. The qualification provides people working in a customer service role, across all sectors of employment, with the opportunity to demonstrate the skills and knowledge needed for their job role. It is aimed at candidates working in a senior role within an organisation that treats customer service as a priority. Candidates do not have to be a line manager of other people or even have manager as part of the title: however they should hold a position that would allow them to influence decision making and shape how customer service is delivered inside or outside of the organisation. Work oriented qualification designed to benchmark the level and work standard A clear understanding of their responsibilities within the organisation Opportunities to develop new skills and recognize existing skills To the employer Improved staff performance and motivation Improvements in the quality of customer service to customers Opportunities to improve customer retention Qualification ensuring that the standards meet current business needs.

Entry requirements

You must be employed in a Customer Service role in order to take this qualification.

Course content

To achieve this qualification, candidates must achieve a total of 67 credits made up as follows

From mandatory Group A, candidates must achieve 20 credits.

From the optional groups, candidates must achieve 47 credits by completing a minimum of one unit from each optional group, of which a minimum of 15 credits must be achieved at level 4.

Mandatory units

  • Demonstrate understanding of customer service management
  • Follow organisational rules, legislation and external regulation when managing customer service.

Optional units

  • At least one from each group Group B
  • Impression and Image Group C
  • Delivery Group D
  • Handling Problems Group E
  • Development & Improvement.

Your NVQ Assessor will help you choose the units most appropriate to your job role.

Further study and career options

Successful candidates may progress on to a qualification in Management.

Additional information

If you are aged 19 or over you may qualify for an Advanced Learner Loan to help you pay the tuition fees for this course. Alternatively, you can pay by instalments to help make the cost of this course more affordable. Find out more about your payment options and how your loan could be written off at

Course Information & How to Apply

Unfortunately this course has been cancelled. Please ring 01234 291000 or email for alternatives.

LengthStart DateDay(s)FeesLocationCourse Code
Up to 12 months Flexible Various Ring our Sales team on 01234 291747Ring our Sales team on 01234 291747 Cauldwell Street W411

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We have access arrangements in place to help students with disabilities or any other particular needs. Call us on 01234 291000 for more information.

Additional formats
Course information sheets are also available in large print and audio formats. Call us on
01234 291000 to order your copy.

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Advanced Learner Loans
If you’re aged 19 or over on the start date of your chosen course, you can apply for a loan to cover the tuition fees for some Level 3+ qualifications. There’s also nothing to pay back until you’ve completed your course and you’re earning over £25,000 per year!

» Visit the Advanced Learner Loans page for more information

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