NVQ Contact Centre Operations Level 3
NVQ Contact Centre Operations Level 3
Covering essential knowledge and skills required for a successful career in contact centre operations, this qualification is ideal for those who are able to access workplace-based qualifications.
Level 3 will suit you if you are working in a contact centre and have some relevant knowledge and skills, usually from a role where you are either in a team leader, supervisor, management role or wanting to develop your skills for management opportunities.
City and Guilds Level 3 NVQ Certificate in Contact Centre Operations
Course Delivery:
There will be an information and induction session prior to the course commencing. The induction will include enrolment to City and Guilds and Gower College Swansea.
The programme will be delivered through blended-learning i.e.a series of tutor led taught sessions, assessments in the workplace or on-line meetings via Teams.
C&G Level 3 Course Structure:
Mandatory Units
Improve personal effectiveness at work in a contact centre
Comply with health and safety procedures in a contact centre
Optional units from a selection including:
Supervise customer service activities in a contact centre team
Contribute to performance management in a contact centre
Buddy a colleague to develop customer service skills
Using email
Lead a team to improve customer service
Progression Opportunities:
Advice and Guidance Level 3/4 or ILM Management Level 3/5
Additional Information:
Benefits to the Learner
High Quality National and Industry recognised qualification.
Potential career progression
Benefits to the employer
Learning and qualifications with Government backed funding
Minimal disruption from the workplace
A better skilled workforce
Motivated employees
Our Credentials:
The faculty is represented by tutors/assessors who have previously worked in a Contact Centre and are fully qualified in their fields.
Please contact: GCS Training - Tel. 01792 284400 or email training@gcs.ac.uk
This course is listed in the following training categories:
Customer Feedback
“We have worked in partnership with GCS Training for at least five years. Tutors have always delivered the learning to a very high standard and have consistently demonstrated a professional and supportive attitude towards all candidates which has been well received.
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ABMU Health Board
Featured Course
This Highfield qualification is aimed at individuals who are, or intend to be food handlers working in catering and hospitality industries, food retail, manufacturing and Health and Social Care provisions.
It is also appropriate for those providing services to catering premises including pest control operators, maintenance engineers, cleaners and laundry and delivery personnel.
It is recommended that staff that prepare open high risk foods or handle food and have a supervisory role must have training to a level equivalent to a Level 2 in Food Safety within 3 months of starting work.
Benefits to the Learner Upon successful completion of the course students will:
· Attain an accredited qualification that complies with current relevant qualifications.
· The ability to apply the basic principles of HACCP
· An understanding of principles of food safety
· The ability to apply the knowledge gained from the course to their work