Role Profile

It is difficult to determine the exact size of the workforce involved in delivering Customer Service. However, in 2010 it was estimated that just over 2.5 million people were employed in sales and customer service occupations across the UK. This does not include those individuals who also use customer service skills as a part of their job roles.

Employers across all sectors are giving increasing attention to the quality of service they provide to customers. This focus is driven by the demands of customers, who have increasingly higher expectations of a basic level of service alongside a requirement for a more individualised service.

Skills & Competencies for Customer Service 

Skills & Competencies for Customer Service

Our suite of Customer Service NOS (National Occupational Standards) is designed for use across all sectors and for any job role within those sectors. They can be used for people whose role is entirely customer service-focused, as well as those for whom customer service is only part of their role.

Customer Service NOS
Customer Service Occupational Map

Customer Service Qualifications

A range of vocational and knowledge-based Customer Service qualifications are available within the UK and internationally. We have developed specific Customer Service vocational and knowledge-based qualifications including NVQs/SVQs and Technical certificates at levels 2, 3, and 4.

Please find below the latest assessment strategy for Customer Service NVQs/SVQs.

Assessment Strategy

Customer Service QCF Units

QCF units have been developed to cover the knowledge and skills needed by those in Customer Service related roles.

Customer Service QCF Units (PDF)

Define the skills your industry needs.

For work-based learning to truly match the range of challenges that you face it’s essential that apprenticeships and training are continuously developed. This is where we come in.

We work with employers, employer groups, and training providers to maintain and update a range of apprenticeship frameworks and standards. Through staged consultations, we ensure that qualifications work for learners, employers, and skills bodies alike.

To have your say on the future of skills in your sector, register for consultation updates today.

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Developing People, Transforming Lives

As the UK’s largest apprenticeship certification authority, we’ve played an integral role in apprenticeships since our formation in 1996. Whether you know us for certification or skills consultations, our work helps you to manage your apprenticeships and vocational training.

Yet this isn’t all that we do.

We are proud to be part of the Instructus Group, a family of organisations that exist to help people progress in education, in work, and in life. Through a range of funded and part-funded support programmes we help people to fulfill their potential.