PTLLS, CTLLS and DTLLS

VTCT is now offering the Level 3 and Level 4 Awards in Preparing to Teach in the Lifelong Learning Sector and will soon also offer the Certificates and Diploma in the same, To help tutors prepare please see Qualification Guidance documents below:

Qualification Guidance - Level 3 and Level 4 Awards in Preparing to Teach in the Lifelong Learning Sector   

Qualification Guidance - Level 3 and Level 4 Certificates in Teaching in the Lifelong Learning Sector

Qualification Guidance - Level 5 Diploma in Teaching in the Lifelong Learning Sector

Qualification Guidance - All related open optinal units of assessment 

Employment Rights and  Responsibilities (ERR) - Workbooks

VTCT offers the component parts for the completion of the Customer Service and  Learning and Development apprenticeship frameworks. The employment rights and responsibilities (ERR) components of these can be supported by using the relevent workbooks below. 

Council for Administration’s (CfA) Induction (ERR) workbook

Learning and Skills Improvement Service’s (LSIS) ERR workbook

NVQ Customer Sevice Units at Levels 1 to 4

The new standards for customer service have provided an opportunity to bring these books in-line with the rest of our NVQ package. Consequently, the record of assessment books will only contain the mandatory units at each level, with optional unit books having to be ordered separately. 

Below are the units for these qualifications in a downloadable format.

Mandatory Units

F1 - Communicate using customer service language

F2 - Follow the rules to deliver customer service

F3 - Demonstrate understanding of customer service 

F4 - Demonstrate understanding of the rules that impact on improvements in customer service 

F5 - Demonstrate understanding of customer service management

F6 - Follow organisational rules, legislation and external regulations when managing customer service 

Group 1 Units - Impression and Image 

A1 - Maintain a positive and customer-friendly attitude 

A2 - Adapt your behaviour to give a good customer service impression 

A3 - Communicate effectively with customers

A4 - Give customers a positive impression of yourself and your organisation

A5 - Promote additional services or products to customers

A6 - Process information about customers

A7 - Live up to the customer service promise

A8 - Make customer service personal

A9 - Go the extra mile in customer service

A10 - Deal with customers face to face

A11 - Deal with incoming telephone calls from customers

A12 - Make telephone calls to customers

A13 - Deal with customers in writing or electronically

A14 - Use customer service as a competitive tool

A15 - Organise the promotion of additional services or products to customers

A16 - Build a customer service knowledge set

A17 - Champion customer service 

A18 - Make customer service environmentally friendly and sustainable

Group 2 Units - Delivery

B1 - Do your job in a customer friendly way

B2 - Deliver reliable customer service

B3 - Deliver customer service on your customer's premises

B4 - Recognise diversity when delivering customer service

B5 - Deal with customers across a language divide 

B6 - Use questioning techniques when delivering customer service

B7 - Deal with customers using bespoke software 

B8 - Maintain customer service through effective handover

B9 - Deliver customer service using service partnerships 

B10 - Organise the delivery of reliable customer service

B11 - Improve the customer relationship

B12 - Maintain and develop a healthy and safe customer service environment  

B13 - Plan, organise and control customer service operations

B14 - Review the quality of customer service

B15 - Build and maintain effective customer relations

B16 - Deliver seamless customer service with a team 

Group 3 Units - Handling problems

C1 - Recognise and deal with customer queries, requests and problems

C2 - Take details of customer service problems

C3 - Resolve customer service problems

C4 - Deliver customer service to difficult customers

C5 - Monitor and solve customer service problems 

C6 - Apply risk assessment to customer service

C7 - Process customer service complaints

C8 - Handle referred customer complaints

Group 4 Units - Development and improvement

D1 - Develop customer relationships

D2 - Support customer service improvements

D3 - Develop personal performance through delivering customer service

D4 - Support customers using on-line customer services

D5 - Buddy a colleague to develop their customer service skills

D6 - Develop your own customer service skills through self-study

D7 - Support customers using self-service technology

D8 - Work with others to improve customer service

D9 - Promote continuous improvement

D10 - Develop your own and others' customer service skills

D11 - Lead a team to improve customer service

D12 - Gather, analyse and interpret customer feedback

D13 - Monitor the quality of customer servce transactions

D14 - Implement quality improvements to customer service

D15 - Plan and organise the development of customer service staff

D16 - Develop a customer service strategy for a part of an organisation

D17 - Manage a customer service award programme

D18 - Apply technology or other resources to improve customer service

D19 - Review and re-engineer customer service processes

D20 - Manage customer service performance