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RQF

Business and Customer Service

These qualifications are available to those looking to enhance their professional development and improve their skills in various areas including; general business, customer service and administration.

These courses start at Level 2 (generally aimed at those working in Logistics roles or those looking at starting in them) and moving onto Level 3/4 (generally aimed at those more experienced in their role or in a Supervisor/Team Leader role).

We offer qualifications through two different assessment routes that enable students to enhance their knowledge and understanding of this subject area through the Levels list below.

Level 2 Qualifications

Our Level 2 qualifications cover a variety of areas that are aimed at learners new to their roles or looking to improve their existing knowledge to support their job role. 

Level 2 Award in Principles of Business and Administration

This qualification is an ideal starting point for those starting a new role within an office based or administration role. This is a short course and learners will complete 3 Mandatory Units that cover a number of areas that support working in an office environment:

  • Principles of managing information and producing documents
  • Principles of personal responsibilities and working in a business environment
  • Principles of providing administrative services

This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it.

Level 2 Award in Introduction to Customer Service

This qualification is an ideal starting point for those starting out in a customer service role. This is a short course and learners will complete 2 Mandatory Units that cover a number of areas that support working in an office environment:

  • Communicate verbally with customers
  • Principles of customer service

This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it.

Level 2 Diploma in Business Administration

This qualification is ideal for those just starting out in the an office based or administration role. This is an Assessment Route 2 programme and learners will need to be in a relevant workplace role. This programme will require the learner to complete 6 mandatory units and a number of optional choices. The 6 mandatory units are:

  • Understand employer organisations
  • Communication in a business environment
  • Principles of providing administrative services
  • Manage personal performance and development
  • Develop working relationships with colleagues
  • Principles of business document production and information management

There are also a good number optional choices that cover different areas of working in a Office or Business Environment, which mean this programme can be tailored to meet the needs of most roles, these areas include:

  • The use of office equipment and telephone systems
  • Using office based systems and software
  • Dealing with information and information storage systems
  • Handling with Visitors and Meetings
  • Analysing and preparing data
  • Working with finance systems
  • Introductions to Marketing, Customer Service and Team leading.

Learners will meet with their tutor (call or zoom) when starting this programme to look at the optional choices that will suit them best.

Level 2 Diploma in Customer Service

This qualification is ideal for those just starting out in a customer service role. This is an Assessment Route 2 programme and learners will need to be in a relevant workplace role. This programme will require the learner to complete 5 mandatory units and a number of optional choices. The 5 mandatory units are:

  • Understand employer organisations
  • Deliver customer service
  • Understand customers
  • Principles of customer service
  • Manage personal performance and development

There are also a good number optional choices that cover different areas of working in a customer service role, which means this programme can be tailored to meet the needs of most roles, these areas include:

  • Communication Skills
  • Resolving Customer Service Issues
  • Handling Complaints
  • Dealing with difficult customers
  • Developing Customer Relationships
  • Handling Feedback
  • Processing Customer Information

Learners will meet with their tutor (call or zoom) when starting this programme to look at the optional choices that will suit them best.

Level 2 Award in Principles of Risk Assessment

This qualification is short course focused Risk Assessment in the workplace. This is a short course and learners will complete a single Mandatory Unit that gives a strong introduction to risk assessment, its importance to any company, along with it’s relationship to health and safety. As part of this unit learners will explore:

  • The causes of Workplace, injuries, ill health and fatalities.
  • The prevention of accidents
  • The role of risk assessment
  • Legal obligations relating to risk assessment.
  • Understanding risks and hazards
  • Completing a risk assessment.

This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it. Learners will also be asked to complete a simple risk assessment as part of this programme.

Level 2 Award in Principles of COSHH

This qualification is short course focused on introducing learners to the basics of COSHH. Learners will complete a single Mandatory Unit that gives an introduction to understanding Substances Hazardous to Health that they may come across in the workplace and the responsibilities for handling and storing them safely. As part of this unit learners will explore:

  • Employers’ and Employee’s responsibilities
  • Hazardous substance safety information
  • Understanding what a Hazardous substance is
  • Risk Assessment
  • Precautions and Procedures relating to Hazardous substances

This programme follows Assessment Route 1 and Learners will submit a question and answer style assignment to complete it.

Level 2 Award in Introduction to Business Improvement Techniques

This qualification is short course focused on Business Improvement Techniques. Learners will complete 2 Mandatory Units that give a strong introduction to uses and benefits of BIT, using Kaizen as a focus to explore improvement activities and moving on to look at the impact of strong teamwork. The 2 mandatory units are

  • Contributing to the Application of Continuous Improvement Techniques (Kaizen)
  • Contributing to effective team working

During these unit’s learners will explore:

  • The principles of continuous improvement
  • Productivity and waste
  • Benchmarking and KPI
  • Appropriate environments for change
  • Working relationships and effective teamwork
  • Communication
  • Team Skills and Experience

This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it.

Level 2 Certificate in Lean Organisation Management Techniques

This qualification aims to give learners an introduction to Lean and its impact on Business Improvement and Teamwork. Learners will complete 3 Mandatory Units which are :

  • Working in teams.
  • Business improvement tools and techniques.
  • Lean organisation techniques.

This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it.

Level 2 Certificate in Data Protection and Data Security Principles

This qualification aims to give learners an introduction to both Data Protection and Data Security. Learners will complete 4 Mandatory Units which are:

  • Understanding threats to ICT systems and data.
  • Understanding data protection legislation
  • Understand the consequences of not protecting data
  • Legal obligations relating to risk assessment.
  • Principles of organisational data procedures

This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it.

Businesswoman reviewing plans and managing her team

Level 3 & 4 Qualifications

Level 3 & 4 Qualifications are aimed at those in senior and supervisory roles. For some qualifications learners will need to be in a superisory role to generate the needed evidence.

Level 3 Certificate in Principles of Customer Service

This qualification is ideal for those working in a customer service role and wanting to expand on their current knowledge. This is a short course and learners will complete 2 Mandatory Units that cover a number of areas that support working in a customer service environment:

  • Developing and improving the customer service process
  • Principles of customer service delivery

During these units, Learners will explore:

  • Feedback and its impact on the customer service process
  • The process of promoting products and services
  • The importance of teamwork and performance monitoring
  • Customer Expectations
  • Communication and Behaviours
  • Solving Customer Service problems and complaints
  • Legislation that affects Customer Service

This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it.

Level 3 Diploma in Principles of Business Administration

This qualification is an ideal for those working in an office based supervisory role or those looking to step into this type of role . To complete this course learners will complete 4 Mandatory Units and up to 2 optional units. The mandatory Units are:

  • Principles of personal responsibilities and how to develop and evaluate own performance at work
  • Principles of working with and supervising others in a business environment
  • Principles of managing information and producing documents in a business environment
  • Principles of providing and maintaining administrative services

Optional units can be chosen from:

  • Principles of project management
  • Building Working Relationships with Customers
  • Principles of budgets in a business environment
  • Principles of contributing to innovation and change
  • Principles of supporting change in a business environment
  • Principles of maintaining stationery stock

This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it.

Level 3 Diploma in Customer Service

This qualification is ideal for those in a customer service supervisory role looking to expand their knowledge, while showcasing their skills and experience. This is an Assessment Route 2 programme, learners will need to be in a relevant workplace role. This programme will require the learner to complete 6 mandatory units and a number of optional choices. The 6 mandatory units are:

  • Principles of business
  • Understand customers and customer retention
  • Resolve customers service problems
  • Organise and deliver customer service
  • Manage personal and professional development
  • Understand the customer service environment

Optional Units will be chosen from a variety of areas which may include:

  • Managing Team Performance
  • Monitoring Customer Service Quality
  • Obtaining and Analysing Sales Data
  • Developing Customer relationships
  • Managing Customer Expectations
  • Resolving Customer Complaints
  • Dealing with Challenging Customers
  • Customer Service via Social Media

Learners will meet with their tutor (call or zoom) when starting this programme to look at the optional choices that will suit them best.

Level 3 Diploma in Business Administration

This qualification is ideal for those in a senior office based administration role looking to expand their knowledge, while showcasing their skills and experience. This is an Assessment Route 2 programme, learners will need to be in a relevant workplace rol. This programme will require the learner to complete 5 mandatory units and a number of optional choices. The 5 mandatory units are:

  • Principles of business
  • Principles of business communication and information
  • Manage personal and professional development
  • Communicate in a business environment
  • Principles of administration

Optional Units will be chosen from a variety of areas which may include:

  • Recruitment, Selection and Induction
  • Contributing to Business Performance
  • Resolving Administration Problems
  • Managing an Office Facility
  • Managing Team Performance
  • Managing a Budget
  • Principles of Various Related subjects(including Marketing, Management, Customer Service and Social Media)

Learners will meet with their tutor (call or zoom) when starting this programme to look at the optional choices that will suit them best and ensure that their workplace role is suitable for their choice.

Level 4 Diploma in Business and Administration

This qualification is an ideal for those working in an senior office based supervisory role or those looking to step into this type of role . To complete this course learners will complete 8 Mandatory Units, which are:

  • Supporting business activities
  • Managing sustainability and risk
  • Communicating in business
  • Culture and ethics in a business environment
  • Business administration systems
  • Managing people and performance in a business environment
  • Personal effectiveness in a business environment
  • Managing business facilities

    This programme follows Assessment Route 1 and Learners will submit question and answer style assignments to complete it.

    Course Fee & Registration

    For the latest course fee pricing or to talk to one of our coaches or support team members for advice on the best options for you, call us now on +44 (0)1530 686663 or email us at: enquiry@logisticslearningalliance.com.

    Alternatively, you can complete our online enquiry form:

    Testimonial

    ”Thank you, I am not quite sure what I will do now on a Friday afternoon, previously I have been sitting here for the last half hour of my day to see if I have passed or failed.

    Great course, I have taken some good ideas to use in the workplace”

    Dave Fray
    UKWA Warehouse Supervisor CPC Graduate

    Testimonial

    ”Thank you, I am not quite sure what I will do now on a Friday afternoon, previously I have been sitting here for the last half hour of my day to see if I have passed or failed.

    Great course, I have taken some good ideas to use in the workplace”

    Dave Fray
    UKWA Warehouse Manager CPC Graduate

    LLA Logistics Learning Alliance