Customer Service and Business administration

Customer Services

iCQ Level 2 Certificate in Customer Service (RQF)

Level 2 NVQ Certificate in Customer Service (RQF)

RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.

Who is this qualification for?
This qualification is aimed at learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments.

How long will it take?
To complete this qualification learners should expect to undertake 192 guided learning hours.

Topics covered
These include identifying customers and their characteristics and expectations, how to communicate using customer service language, how to follow the rules to deliver customer service,  how to maintain a positive and customer-friendly attitude, how to communicate effectively with customers and  how to give customers a positive impression of themselves and the organisation.

Assessment method
This qualification is assessed by a portfolio of evidence.

iCQ Level 2 Diploma in Customer Service (RQF)

Level 2 Diploma in Customer Service (RQF)

RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.

Who is this qualification for?
This qualification is aimed at learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments   This qualification forms both the knowledge and competency requirements of the SASE Framework Intermediate Apprenticeship in Customer Service and can also be taken on a stand-alone basis.

How long will it take?
To complete this qualification learners should expect to undertake between 245 guided learning hours .

Topics covered
These include understanding customer service delivery, the relationship between customer service and a brand, the management of customer service information, being able to manage their own time and workload, fulfil a personal development plan, communicate with customers in writing and promote additional products and/or services to customers.

Assessment method
This qualification is assessed by a portfolio of evidence.

iCQ Level 2 NVQ Certificate in Customer Service (RQF)

Level 2 NVQ Certificate in Customer Service (RQF)

RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.

Who is this qualification for?
This qualification is aimed at learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments.

How long will it take?
To complete this qualification learners should expect to undertake 192 guided learning hours.

Topics covered
These include identifying customers and their characteristics and expectations, how to communicate using customer service language, how to follow the rules to deliver customer service,  how to maintain a positive and customer-friendly attitude, how to communicate effectively with customers and  how to give customers a positive impression of themselves and the organisation.

Assessment method
This qualification is assessed by a portfolio of evidence.

iCQ Level 3 Diploma in Customer Service (RQF)

Level 3 Diploma in Customer Service (RQF)

RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no major changes were made to the content or assessment method.

Who is this qualification for?
This qualification is aimed at individuals who wish to build on their knowledge and skills in the customer service sector. It is designed for learners who deal with customers on a daily basis as part of their job role in a senior position and is applicable to a variety of work environments. It forms both the knowledge and competency requirements of the SASE Framework Advanced Apprenticeship in Customer Service and can also be taken on a stand-alone basis.

How long will it take?
To complete this qualification learners should expect to undertake 289 guided learning hours.

Topics covered
These include how to organise customer service delivery, the relationship between customer service and a brand, customer relationship management (CRM), business innovation and growth, fulfil a personal and professional development plan, how knowledge resources are used to support customer service delivery and ways of building relationships within a customer service partnership.

Assessment method
This qualification is assessed by a portfolio of evidence.

iCQ Level 4 NVQ Diploma in Customer Service (RQF)

Level 4 NVQ Diploma In CUSTOMER SERVICE

The purpose of this Level 4 NVQ Diploma in Customer Service is to provide learners already working within customer services, with the skills, knowledge and understanding required to progress to a higher level of responsibility, such as management.

This qualification provides the learner with the opportunity to:

  • Understand how to champion customer service
  • Be able to identify the scope for improvements to customer service
  • Understand the management of customer service operations

The Total Qualification Time (TQT) for this qualification is: 500 Guided Learning (GL) for this qualification is: 178 hours
Minimum credits required to achieve the qualification: 50
Suitable for age ranges: 18+ 19+

Method of assessment: Portfolio of Evidence. This qualification is internally assessed and internally quality assured by Centre staff and externally quality assured by FutureQuals External Quality Advisors (EQAs).

If the method of assessment includes formative assessments such as practical tasks, written questions, multiple choice/short answer and knowledge assessment tasks where supervision of a learner assessment is required, assessment must be undertaken in line with the requirements set on in the FutureQuals Instructions for Conducting Controlled Assessments Policy. This document is published on the Policies and Procedures section of the FutureQuals website.

Grading: There is no specific grading criteria for this qualification.

Entry guidance: There are no formal qualification entry requirements that a learner must have completed before taking this qualification and no requirement for learners to have prior skills, knowledge or understanding (Or add in reference to assessment strategy/principles, any other qualifications the learner or prior knowledge and skills a learner is required to have/completed before taking the qualification).

Business Management

iCQ Level 2 Diploma in Team Leading (RQF)

Qualification: Level 2 Diploma in Team Leading 

The Level 2 Diploma in Team Leading qualification aims to give an introduction to the roles and functions of a team leader and explores issues such as accountability, authority limitations, motivating teams and planning and monitoring their work.

The awarding body for this qualification is ProQual Awarding Body and the regulatory body is the Office of Qualifications and Examinations Regulation (Ofqual).  The specification for this qualification has been approved by the Welsh Government for use by centres in Wales and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by centres in Northern Ireland.

The qualification has been accredited onto the Regulated Qualification Framework (RQF) and provides a progression route to higher level or discipline related qualifications.

Qualification title: ProQual Level 2 Diploma in Team Leading

Ofqual qualification number 601/3581/5

Level 2
Total qualification timed 400 hours
Guided learning hours 201

Assessment: Pass or fail Internally assessed and verified by centre staff External quality assurance by ProQual verifiers Qualification start date 1/9/2014

Entry Requirements: There are no formal entry requirements for this qualification.

iCQ Level 2 Certificate in Principles of Business and Administration (RQF)

Level 2 Certificate in Principles of Business and Administration (RQF)

RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no changes were made to the content, qualification structure or GLH.

Who is this qualification for?
This qualification is aimed at individuals who are working within a business and administration role who wish to improve their knowledge of business administration tasks and is applicable to a variety of work environments and sectors

How long will it take?
The total qualification time for this qualification is 130 hours, and of this, 104 are recommended as guided learning hours.

Topics covered
These include principles of personal responsibilities and working in a business environment, principles of managing information and producing documents, principles of supporting change in a business environment, principles of maintaining stationery stock, principles of contributing to innovation and change , principles of budgets in a business environment and principles of project management.

Assessment method
This qualification is assessed by a portfolio of evidence.

iCQ Level 2 NVQ Certificate in Business and Administration (RQF)

Level 2 NVQ Certificate in Business and Administration (QCF)

Qualification Summary
The Level 2 NVQ Certificate in Business and Administration (QCF) has been developed to recognise the learners’ skills, knowledge and overall performance within administrative functions and activities. It accredits learners’ abilities to carry out a range of administrative tasks and has been designed to accredit their achievements in a modern, practical way that is relevant to the work context and aids career progression.

The qualification is flexible, allowing learners to choose units that best fit their needs, whilst at the same time ensuring that essential areas of knowledge and skill from the administrative sector are covered.

Qualification structure
To achieve this qualification the learner must achieve a minimum of 21 credits of which at least 14 credits must be taken at level 2.
All 9 credits must be achieved from Group M – Mandatory Units and a minimum of 7 credits must be achieved from Group A – Optional Units. A maximum of 5 credits can be taken from Group B – Optional Units.
Please refer to handbook for barred units 
Minimum Guided Learning Hours (GLH) are 86
Maximum Guided Learning Hours (GLH) are 154

iCQ Level 2 Diploma in Business Administration (RQF)

Level 2 Diploma in Business Administration (RQF)

RQF Transition
This qualification has been transitioned from the QCF to the RQF. During this transition, no changes were made to the content, qualification structure or guided learning hours.

Who is this qualification for?
This qualification is aimed at learners working within a business and administration role who wish to improve their knowledge and skills in a variety of work environments and sectors. It forms the knowledge and competency requirements of the Intermediate Apprenticeship Framework in Business Administration.

How long will it take?
The total qualification time is 450 hours, of which, 229 hours are recommended as guided larning hours.

Topics covered
These include communication in a business environment, principles of business document production and information management, managing personal performance and development, preparing text from notes using touch typing, maintaining and issuing stationery and supplies, administering the recruitment and selection process and contributing to the development and implementation of an information system.

Assessment method
This qualification is assessed by a portfolio of evidence.

iCQ Level 3 Diploma in Business Administration (RQF)

The Level 3 Diploma in Business Administration qualification provides a nationally recognised qualification for anyone working in an administrative role with some knowledge and experience of administration systems.

The awarding body for this qualification is ProQual Awarding Body and the regulatory body is the Office of Qualifications and Examinations Regulation (Ofqual).  The specification for this qualification has been approved by the Welsh Government for use by centres in Wales and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by centres in Northern Ireland.

The qualification has been accredited onto the Regulated Qualification Framework (RQF) and provides a progression route to higher level or discipline related qualifications.

Qualification Profile: Level 3 Diploma in Business Administration
Qualification title: ProQual Level 3 Diploma in Business Administration
Ofqual qualification number 601/3580/3
Total qualification time 580 hours
Guided learning hours 282
Assessment: Pass or fail Internally assessed and verified by centre staff External quality assurance by ProQual verifiers Qualification start date 1/9/2014
Entry Requirements: There are no formal entry requirements for this qualification.

iCQ Level 3 Certificate in Principles of Management (RQF)

The Level 3 qualifications in Principles of Management and Leadership have been developed for practicing or aspiring managers who will supervise or manage a team to achieve clearly defined outcomes and who have day-to-day operational activities as a key part of their roles. This qualification gives managers the communication and motivational skills to help improve operational efficiency.

Day to day operational and project activities are a key part of their role.
The qualifications have been designed for practising or aspiring managers in roles such as:

  • ~ Team Leader
  • ~ Supervisor
  • ~ Project Officer
  • ~ Shift Manager

Learners must complete a combination of units from the list below to a minimum Total Qualification Time of 121 hours to achieve this qualification.

  • ~ Managing a Team to Achieve Results
  • ~ Managing Individuals to be Effective in their Role
  • ~ Principles of Communication in the Workplace
  • ~ Building Stakeholder Relationships using Effective Communication
  • ~ Principles of Equality, Diversity and Inclusive Working Practice
  • ~Developing the Knowledge, Skills and Abilities of Individuals and Teams
  • ~ Managing Volunteers
  • ~ Responding to Conflict in the Workplace
  • ~ Supporting Teams and Individuals Through Change
  • ~ Contributing to the Delivery of a Project
  • ~ Managing Daily Activities to Achieve Results
  • ~ Developing and Sharing Good Practice
  • ~ Managing Budgets and Resources
  • ~ Principles of Health and Safety in the Workplace
  • ~ Monitoring Quality to Improve Outcomes
  • ~ Supporting the Delivery of Customer Service
  • ~ Managing Data and Information
  • ~ Managing Meetings
  • ~ Presenting for Success
  • ~ Managing Own Personal and Professional Development

Upon successful completion of their qualification, learners are able to progress to further the Level 3 Diploma in Principles of Leadership & Management.

Learners may also wish to further their ongoing personal and professional development by accessing other CMI qualifications, such as the CMI Level 5 Qualifications in Management and Leadership with the goal of becoming a
Chartered Manager.

Learners who are aspiring to a management role may progress to the job roles such as:

  • ~ Team Leader
  • ~ Supervisor
  • ~ Project Officer
  • ~ Shift Manager
  • ~ Foreperson

By undertaking the complete programme learners will develop the core skills and knowledge required to become successful First Line Managers. Securing the ability to motivate, inspire and effectively communicate with their staff to achieve individual, team and organisational goals.

Learning outcomes

  • ~ Describe the underlying principles of leadership
  • ~ Understand how to develop and use a personal development plan
  • ~ Know how to plan and manage work
  • ~ Identify the links between individuals, teams and organisational objectives
  • ~ Be able to take action to achieve performance issue

Benefits

  • ~ Globally recognised qualification
  • ~ Best practice in first line management requirements
  • ~ Skills to develop your team
  • ~ Student membership of CMI
  • ~ CMI pathways book

iCQ Level 3 NVQ Diploma in Business & Administration (RQF)

Level 3 NVQ Diploma in Business and Administration (RQF)

Qualification Summary

The Level 3 NVQ Diploma in Business and Administration has been developed to recognise learners’ skills, knowledge and overall performance of complex administrative functions and activities. It accredits learners’ abilities to carry out a range of non-routine administrative tasks in a senior role and has been designed to accredit their achievements in a modern, practical way that is relevant to the work context and aids career progression.

The qualification is flexible, allowing learners to choose units that best fit their needs, whilst at the same time ensuring that essential areas of knowledge and skill from the administrative sector are covered.

Qualification structure

To achieve a Level 3 NVQ Diploma in Business and Administration the learner must achieve a minimum of 40 credits of which at least 27 credits must be taken at level 3.

All 13 credits must be achieved from Group M – Mandatory Units and a minimum of 14 credits must be achieved from Group A – Optional Units. A maximum of 13 credits can be taken from Group B – Optional Units.

Minimum Guided Learning Hours (GLH) are 180
Maximum Guided Learning Hours (GLH) are 297

iCQ Level 3 Diploma in Management (RQF)

The purpose of this Level 3 Diploma in Management is to provide the learner with the skills, knowledge and understanding required to work in a managerial role.

This qualification provides the learner with the opportunity to:

  • ~ Understand the principles of workforce management
  • ~ Understand leadership styles and models
  • ~ Understand the role, functions and processes of management

The Total Qualification Time (TQT) for this qualification is: 550 Guided Learning (GL) for this qualification is: 286 hours
Minimum credits required to achieve the qualification: 55
Suitable for age ranges: 18+ 19+
Method of assessment: Portfolio of Evidence. This qualification is internally assessed and internally quality assured by Centre staff and externally quality assured by GeoTraining External Quality Advisors (EQAs).

If the method of assessment includes formative assessments such as practical tasks, written questions, multiple choice/short answer and knowledge assessment tasks where supervision of a learner assessment is required, assessment must be undertaken in line with the requirements set on in the GeoTraining Instructions for Conducting Controlled Assessments Policy. This document is published on the Policies and Procedures section of the GeoTraining website.

iCQ Level 3 Diploma for Business Administrators (RQF)

Level 3 Diploma for Business Administrators (RQF)

Who is this qualification for?
This qualification is aimed at learners working in a business administration role. It aims to develop learners’ knowledge and understanding across a range of administrative practices and tasks, e.g. managing information.

It covers the knowledge and skills requirements of the Level 3 Business Administrator Apprenticeship Standard. It can also be used on a stand-alone basis.

How long will it take?
The total qualification time is 360 hours, of which, a minimum of 220 are recommended as guided learning hours.

Topics covered
These include: The organisation and your role within in, Business fundamentals, Project management, Producing records and documents in business administration, Building and maintaining positive relationships, Principles of business communication, Use IT systems and software to support business functions, Decision-making, Planning and organisation, Stakeholders, Relevant policies and regulations, Processes

Assessment method
This qualification is assessed by a portfolio of evidence.

iCQ Level 4 Diploma in Management and Leadership (RQF)

The Level 4 Diploma in Management and Leadership qualification forms the technical knowledge component of the Level 4 Higher Apprenticeship in Management. This qualification has been designed for learners to develop the managerial and technical knowledge required to effectively manage people, processes and performance within an operational area of responsibility. The qualification is suitable for learners who work in, or want to work in management and leadership roles such as Manager, Area Manager, Business Manager, Quality Manager and Business Improvement Manager.

The Total Qualification Time (TQT) for this qualification is: 370 Guided Learning (GL) for this qualification is: 126 hours
Minimum credits required to achieve the qualification: 37
Suitable for age ranges: 18+ 19+
Method of assessment: Portfolio of Evidence. This qualification is internally assessed and internally quality assured by Centre staff and externally quality assured by FutureQuals External Quality Advisors (EQAs).

If the method of assessment includes formative assessments such as practical tasks, written questions, multiple choice/short answer and knowledge assessment tasks where supervision of a learner assessment is required, assessment must be undertaken in line with the requirements set on in the FutureQuals Instructions for Conducting Controlled Assessments Policy. This document is published on the Policies and Procedures section of the FutureQuals website.

Grading: There is no specific grading criteria for this qualification.

iCQ Level 4 NVQ Diploma in Management (RQF)

The Level 4 NVQ Diploma in Management is ideal for anyone who is looking to get into a management position or someone who is looking to move up in their company. This course develops your knowledge and skill required to take on higher level responsibilities.

This qualification is a generic management qualification, which will leave you with a variety of roles to explore. On completion of this qualification you can find yourself earning an average of £33.000 per annum.

So get started now….

  • ~ Be the Best by opting for a nationally recognised and accepted qualification
  • ~ Learning can start within just 2 working days of enrolment – complete all units to gain your qualification
  • ~ Distance Learning with a Part Time Approach: take up to 12 months to complete your course
  • ~ Email communication for guidance with coursework and support
  • ~ Launchpad to further Qualifications
  • ~ Course under-written by Ofqual
  • ~ Simple Enrolment via Online Literacy & Numeracy Assessment
  • ~ Course duration depends on how quick you complete your coursework

Why Choose The Learning Station

Distance Learning with the back-up of real, personable support, allowing you to take a flexible route to building and developing your career. Remove the stress by studying from the comfort of your own home on a timescale to suit you.

Be part of a Virtual Classroom with access to a wide range of learning materials including PowerPoint Presentations, Videos, Documents and Workbooks. Gain skill and competence in a learning style to suit you and your lifestyle. Become one of the best care sector recruits of the future by completing assignments and observations through a medium that suits you: from email to Skype, our Learner Management System to Video and Telephone – we’ve got your learning covered.

What makes us different to other colleges?

  • ~ Flexible Payment plans with up to 12 months to pay -No Credit Checks.
  • ~ We offer the full QCF/RQF Ofqual courses with pathway choices of your own.
  • ~ Free initial assessment assessments of academic levels with immediate results.
  • ~ Online, Distance / Blended Learning.
  • ~ Learner Management System Accessible 24/7.
  • ~ Responsive online tutor and assessor support.
  • ~ On site, internal verifier + Moderator.
  • ~ Flexible – Blended delivery of assessment and observation.
  • ~ Free Learning Resources for Ease of study.
  • ~ No Credit Checks – Easy and Manageable Payments up to 12 Months.
  • ~ Technical support team available 09:00 – 18:00 Mon – Fri.

Requirements:

There are no specific entry requirements however learners should be able to work at level 3 or above or have equivalent work experience in a management environment

The qualification is suitable for learners of 18 years of age and above.

iCQ Level 4 NVQ Diploma in Business Administration (RQF)

Level 4 NVQ Diploma in Business Administration (RQF)

Qualification summary

This competency qualification is ideal if you lead or manage a team that delivers administrative support.

In addition to the core mandatory units, you can choose from a list of optional units to ensure the qualification reflects your job role. These cover topics such as negotiation in a business environment, presentation delivery, budget management and encouraging innovation.

This qualification forms part of the Higher Apprenticeship in Business and Personal Administration (Level 4). If you would like to refresh or improve your knowledge of complex administrative functions, you may also be interested in the Skillsfirst Level 4 Diploma in Principles of Business Administration (RQF).

As stated above this qualification forms part of the Higher Apprenticeship in Business & Professional Administration – Level 4 (England)

If your current job role does not involve supervisory or management responsibility, you may find our Level 3 Diploma in Business Administration (RQF) more suitable to your needs.

iCQ Level 5 Diploma in Management and Leadership (RQF)

The purpose of the Level  5 Diploma in Management and Leadership is to expand the knowledge and understanding of middle managers. The qualification is suitable for aspiring senior managers, heads of department and directors. It is the knowledge element of the Higher Apprenticeship in Management and Leadership.

The Total Qualification Time (TQT) for this qualification is: 390 Guided Learning (GL) for this qualification is: 194 hours
Minimum credits required to achieve the qualification: 39
Suitable for age ranges: 18+ 19+
Method of assessment: Portfolio of Evidence. This qualification is internally assessed and internally quality assured by Centre staff and externally quality assured by FutureQuals External Quality Advisors (EQAs).

If the method of assessment includes formative assessments such as practical tasks, written questions, multiple choice/short answer and knowledge assessment tasks where supervision of a learner assessment is required, assessment must be undertaken in line with the requirements set on in the FutureQuals Instructions for Conducting Controlled Assessments Policy. This document is published on the Policies and Procedures section of the FutureQuals website.

Grading: There is no specific gading criteria for this qualification.

iCQ Level 5 NVQ Diploma in Management and Leadership (RQF)

The Level 5 Diploma NVQ Diploma in Management and Leadership (RQF) is an Ofqual regulated qualification and accredited by Training Qualifications UK, We are proud to offer this Level 5 Diploma NVQ Diploma in Management and Leadership (RQF) as a Distance Learning course on our Online Learning System which you will find has an excellent response time for communication between yourself and your tutor/assessor and is very simple to use and to navigate.

Course Information

The purpose of the Level 5 NVQ Diploma in Management and Leadership (RQF) is to develop the knowledge and skills required by managers and leaders. Achieving the qualification should enable learners to innovate and respond to a changing environment and to meet challenges and opportunities within the sector.

You will be part of our newly developed Online Learner Management System which has been designed to ensure you receive quick responses to your work submissions and requests for support from one of our dedicated assessors or mentors.

Our learner management system will help you to keep track of all of your assignments and clearly outlines through a progress bar how much you have remaining to complete your Level 5 NVQ Diploma in Management and Leadership (RQF). Our assessors will be happy to guide you to resources which will help you to gain a more thorough understanding of your assignments and ensure you complete your course with as much ease as possible.

Throughout your Level 5 NVQ Diploma in Management and Leadership (RQF) course, you will be assessed through a variety of methods to help you complete the course as quickly and easily as possible. Some of the assessment methods you can expect will be completing written assignments of work that has been given to you, having a manager or colleague complete a witness testimony of tasks completed in a workplace, direct observation of you carrying out work related tasks, professional discussions over the phone and supplying us with work product evidence.

What Happens Next?

Once you have made a purchase you will be sent your online account details and step by step instructions within 48 hours. You will be able to log onto your course and start completing your enrolment immediately. Our enrolments team check enrolment submissions on a daily basis, however, please allow 5 working days. Once your enrolment is complete you will be provided with access to your course and you can begin completing your assignments.

Entry Requirements

There are no specific entry requirements however learners should have a minimum of level two in literacy and numeracy or equivalent. The qualification is suitable for learners of 18 years of age and above.

Learners must also ensure that they have the potential and opportunity to gain the qualifications successfully.

iCQ Level 7 NVQ Diploma in Strategic Management and Leadership (RQF)

The Level 7 NVQ Diploma in Strategic Management and Leadership is designed for managers who have the authority and personal inspiration to translate organisational strategy into effective operational performance. The Level 7 NVQ Diploma in Strategic Management and Leadership require managers to build on their strategic management and leadership skills and to focus on the requirements of implementing the organisation’s strategy.

Entry requirements

The Learners will need to have Minimum Core Skills in literacy, numeracy & IT skills in order to successfully complete as they will need to achieve the minimum core requirement of personal skills in these areas.

For the Diploma, work placement is compulsory.

Qualification achievement

To achieve this qualification the learners will need to complete at least 45 credits.

16 credits must come from Mandatory units

  • ~ Unit 01 Develop a strategic business plan
  • ~ Unit 02 Execute a strategic business plan
  • ~ Unit 03 Provide strategic leadership and direction

The remaining 29 credits will be achieved from the optional units.

The assessor and the learner choose the optional units considering the job description of the learner.

To achieve the NVQ Level 7 Diploma in Strategic Management and Leadership, learners must successfully demonstrate their achievement of all learning outcomes and assessment criteria of the units as detailed in this qualification specification

The qualification assesses the knowledge and performance of the learner in the workplace.

The knowledge will be assessed with the help of questions and answers, case studies, discussions with the assessors, recognition of prior learning and other methods that might be to the advantage of the learner.

To assess the performance of the learner, a work placement is need so the Assessor can conduct at least two observations for the learner. The learner might need to provide pieces of evidence produced in the workplace.

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