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Overview

The OCR Level 4 NVQ in Customer Service is aimed at the candidate working in a senior role within an organisation that treats customer service as a priority. The candidate does 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.

It is suitable for candidates who:

• have a role that is clearly linked to customer service, for example:
  • customer service managers
  • customer service team leaders
  • people who have significant responsibility for operations, staff and other resources
• may have a general management type job that include some aspects of customer service
• are consultants or specialists who have responsibility for a particular aspect of the business which impacts directly on customer service, such as IT.