How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer Training Qualifications UK Ltd has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Training Qualifications UK Ltd awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Training Qualifications UK Ltd.
The TQUK Level 4 NVQ Diploma in Customer Service (RQF) develops learners’ skills to enable them to develop and implement customer service strategies at an operational level.
These are the units Training Qualifications UK Ltd registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with Training Qualifications UK Ltd. It does the teaching and the mapping. Training Qualifications UK Ltd sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
What each unit actually teaches you to do
Bespoke Software Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Input and combine information accurately and efficiently using bespoke software applications.
- Create and modify appropriate data structures within the bespoke software to organise and retrieve information effectively.
- Exploit the full range of functions available within the bespoke software to process and present information in a clear and professional manner.
Build and maintain effective customer relations Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand how to build effective relationships with customers
- Determine the scope for building effective relationships with customers
- Develop effective relationships with customers
- Review and improve relationships with customers
Buyer behaviour in sales situations Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle, including their strengths and weaknesses
- Respond to the buyer at each stage of the decision making process, adapting communication and sales techniques to meet their needs
Champion customer service Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand how to champion customer service
- Identify the scope for improvements to customer service
- Champion customer service
Design business processes Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand a range of techniques and tools that support the design of effective business processes
- Understand the importance of stakeholder engagement in the design of business processes
- Develop clear and concise business process maps and documentation
- Develop business processes that align with organisational goals and objectives
- Evaluate the effectiveness of business processes against pre-defined key performance indicators (KPIs)
- Recommend improvements to business processes based on evaluation findings
Develop a customer service strategy Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the development of a customer service strategy
- Develop a customer service strategy
Develop a social media strategy for customer service Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the development of a customer service social media strategy
- Develop a customer service social media strategy
Develop customer service through social media Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the use of social media for customer service
- Identify the scope for improvements to customer service through the use of social media
- Develop customer service provision through social media networks
Develop resources to support consistency of customer service delivery Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand how knowledge resources are used to support customer service delivery
- Create and maintain a customer service knowledge base
- Develop customer service resource materials
Encourage innovation Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Identify opportunities for innovation within the organisation, considering internal and external factors
- Analyse current processes and practices to identify areas for improvement and innovation
- Generate a range of ideas for innovation and improvement, using appropriate techniques
- Evaluate the feasibility and potential impact of different innovative ideas
- Develop plans for testing and piloting innovative ideas and improvements
- Implement innovative ideas and improvements effectively, managing resources and risks
- Monitor and evaluate the impact of implemented innovations and improvements
Encourage learning and development Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the principles of learning and development
Gather, analyse and interpret customer feedback Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand how to gather, analyse and interpret customer feedback
- Plan the collection of customer feedback on customer service issues
Initiate and implement operational change Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the implementation of operational change
Manage Health and Safety in own area of responsibility Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand responsibilities and liabilities in relation to health and safety legislation
- Understand how to assess, monitor and minimise health and safety risks in own area of responsibility
- Review health and safety policy in own area of responsibility
- Communicate health and safety policy in own area of responsibility
- Monitor health and safety in own area of responsibility
Manage a customer service award programme Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the management of a customer service award programme
- Plan a customer service award programme
- Manage a customer service award programme
Manage a project Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the management of a project
Manage business risk Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the principles of business risk management, including identification, assessment and control
- Address business risks proactively, developing strategies to minimise their potential impact
- Mitigate business risks effectively, implementing controls and monitoring their effectiveness
Manage customer service operations Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the management of customer service operations
- Plan customer service operations
- Manage customer service operations
- Prepare staff for the delivery of customer service
- Measure customer service performance
Manage direct sales operations in a contact centre Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Contribute to the development of organisational sales strategy in a contact centre, providing insights and recommendations based on market analysis and customer feedback
- Develop procedures and guidelines to be used for direct sales through a contact centre, ensuring compliance with legal and ethical requirements
- Review sales planning, analysis and reporting techniques for direct sales through a contact centre, identifying areas for improvement and implementing best practice
- Understand the principles underpinning direct sales activities in a contact centre, including customer relationship management and sales performance management
Manage incident management systems in a contact centre Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Ensure the effective management of incidents reported through a contact centre, adhering to organisational procedures.
- Contribute to the development of the organisation's overall strategy for incident management within the contact centre environment.
- Understand the processes involved in managing incidents that are reported to a contact centre, including logging, prioritisation, and resolution.
Manage incidents referred to a contact centre Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Manage incidents effectively through a contact centre, ensuring adherence to organisational procedures and service level agreements.
- Provide support and guidance to colleagues on incident management best practices within a contact centre environment.
- Understand how to effectively manage incidents reported to a contact centre, including prioritisation, escalation, and resolution strategies.
Manage individuals’ performance Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the principles of managing underperformance in the workplace, including relevant legislation and organisational policies
- Understand the procedures for addressing underperformance and providing support to individuals
- Set clear performance expectations for individuals in the workplace
- Monitor individuals' performance against agreed targets and standards
- Provide constructive feedback and coaching to individuals to improve their performance
- Address instances of underperformance in a fair and consistent manner, following organisational procedures
Manage personal and professional development Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Identify personal and professional development requirements
- Fulfil a personal and professional development plan
- Maintain the relevance of a personal and professional development plan
Manage team performance Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the key principles of managing team performance effectively
- Allocate work to team members, ensuring appropriate delegation and resources
- Assure the quality of work produced by the team, implementing quality control measures
- Manage communications within a team, fostering open and effective dialogue
Manage the use of technology to improve customer service Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand how to manage the use of technology to improve customer service
- Identify opportunities for customer service improvement through the use of technology
- Implement changes in technology to improve customer service
Monitor the quality of customer service interactions Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand how to monitor the quality of customer service interactions
Negotiating, handling objections and closing sales Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand how to handle objections effectively when dealing with customers.
- Understand how to negotiate with customers to reach mutually beneficial agreements.
- Prepare thoroughly for potential objections from customers.
- Prepare effectively for negotiation scenarios with customers.
- Handle customer objections in a professional and constructive manner.
- Negotiate effectively with customers to achieve positive outcomes.
- Close the sale successfully following negotiation with the customer.
Obtaining and analysing sales-related information Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the uses of sales-related information, including its role in decision-making, performance monitoring, and strategic planning
- Understand how to use tools and methods to analyse sales-related information, including statistical analysis, data visualisation, and trend analysis
- Obtain sales-related information about customers, markets and competitors, using appropriate research methods and data sources
- Use tools and methods to analyse sales-related information, drawing conclusions and making recommendations based on the findings
Promote equality, diversity and inclusion in the workplace Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the organisational aspects of equality, diversity and inclusion in the workplace, including relevant legislation and policies
- Understand the personal aspects of equality, diversity and inclusion in the workplace, including the impact of discrimination
- Support equality, diversity and inclusion in the workplace through appropriate actions and behaviour
Resolve customers’ complaints Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the monitoring and resolution of customers’ complaints
- Deal with customers’ complaints
Resolve customers’ problems Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the monitoring and resolution of customers’ problems
- Deal with customers’ problems
Review the quality of customer service Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand how to review the quality of customer service
- Plan the measurement of customer service
- Evaluate the quality of customer service
Support environmental sustainability in a business environment Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the principles that support environmental sustainability within a business environment
- Implement best practice in environmental sustainability within a business environment
Use service partnerships to deliver customer service Real unit · Training Qualifications UK Ltd
What you'll be able to do
- Understand the use of a service partnership in customer service delivery
- Understand ways of building relationships within a customer service partnership
- Deliver customer service within a customer service partnership
Free, by email
Is this the right qualification for you?
One email to help you decide: the facts, what it teaches, the jobs it leads to and where to start free. With a link back here. Nothing else follows unless you confirm your address.
Juliette Denny, Zavmo's founder, writes about learning and work on LinkedIn. Follow Juliette's Learning Tribe
Study the units online with a personal AI tutor, for £70 a month. Your first Future Fluency module is free.
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Assess business strategy and commercial risks that a Training and Competence Scheme must address
- Standard
Communicate design and improvement information for IT enabled business processes
- Standard
Evaluate your organisation’s business processes and systems
- Standard
Manage Relationships During Design and Improvement Programmes for IT Enabled Business Processes
- Standard
Support innovation and implement new ways of working to achieve outcomes
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 1 record
- 1 record
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 175 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Innovation Campaign Associate
This work can lead into broader marketing roles, internal communications, or managing innovation programmes.
See the whole journeyOne email to help you decide: the facts, what it teaches, the jobs it leads to and where to start free. With a link back here. Nothing else follows unless you confirm your address.
The credits, and who awards them
Level 4 credits are regulated, and they are awarded by Training Qualifications UK Ltd rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Bespoke SoftwareBuild and maintain effective customer relationsBuyer behaviour in sales situationsChampion customer serviceDesign business processesDevelop a customer service strategyDevelop a social media strategy for customer serviceDevelop customer service through social media
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration - Rehearse the conversation Apply
“Gather, analyse and interpret customer feedback” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Buyer behaviour in sales situations” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Initiate and implement operational change” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Map a live decision Analyse
“Manage incident management systems in a contact centre” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- Assess business strategy and commercial risks that a Training and Competence Scheme must address
- Communicate design and improvement information for IT enabled business processes
- Evaluate your organisation’s business processes and systems
- Manage Relationships During Design and Improvement Programmes for IT Enabled Business Processes
- Support innovation and implement new ways of working to achieve outcomes
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Bespoke Software, one of this qualification's own units.
Applied to your work in any of these jobs
Learners will develop skills to input, combine, and organise information using bespoke software. The unit covers creating and modifying data structures and exploiting software functions to process and present information efficiently.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for TQUK Level 4 NVQ Diploma in Customer Service (RQF)
34 units in this credential, in the order it lists them, awarded by Training Qualifications UK Ltd.
- Bespoke Software
- Build and maintain effective customer relations
- Buyer behaviour in sales situations
- Champion customer service
- Design business processes
- Develop a customer service strategy
and 28 more in the full unit list below.
Free tools
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Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Start my free AI Fluency moduleNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.