HAB Level 2 Certificate in Customer Service
Qualification summary
The HAB Level 2 Certificate in Customer Services is aimed at junior supervisory staff and above, across a range of sectors. The qualification is designed to enable customer service staff to undertake their role more effectively, adding value to the customer experience and to impact upon the overall effectiveness of the organisation.
The five key sections of learning are:
1. Introduction to customer service
2. Developing customer relationships
3. Delivering superior customer service
4. Handling and resolving customer service problems
5. Measuring customer service success and making improvements for the future.
Qualification details
VRQ - Vocationally-Related Qualification
Accreditation start date:
Operational start date in centres:
The HAB Level 2 Certificate in Customer Services enables students to progress onto the following qualifications:
• NVQs/SVQs in Customer Services (Levels 2 and 3).
• Advanced Modern Apprenticeship in Customer Services.
• ICS specialist awards.
• Institute of Leadership and Management – Level 3 Awards.
• Chartered Management Institute – Level 3 Awards.
• CIM Chartered Institute of Marketing – (Level 2 and 3 Awards).
In terms of employment progression, it is anticipated that this qualification would enable students to gain junior team-leader positions within a range of organisations and aid their progression into supervisory or junior management positions.
Bar Person/Manager
Beauty Therapist
Customer Service Assistant/Manager
Entertainment Manager
Hotel Receptionist
Leisure Centre Manager
Passenger Services Supervisor
Sommelier/Wine Waiter
Supervisor/Team Leader
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07 Retail and Commercial Enterprise
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07.4
Hospitality and Catering
Candidates are assessed through an assignment developed by HAB. Candidates have two weeks to independently complete the assignment. The assignment consists of a brief scenario and candidates are asked to undertake a number of mandatory tasks, with a total sum of 50 marks.
The final assessment mark is presented to candidates as a grade. The system works on the following basis:
o Distinction 70 - 100%
o Merit 60 - 69%
o Pass 50 - 59%
o Fail 1 – 49%
Centres are responsible for marking and internal verification of all assignments.
A single mandatory unit qualification