Job holders in this unit group plan, organise and co-ordinate resources necessary for receiving and dealing with the responses, complaints or further requirements of purchasers and users of a product or service, and supervise customer service occupations.
Level 3 NVQ; A Levels
- Plans and co-ordinates the operations of help and advisory services to provide support for customers and users.
- Discusses customer responses with other managers with a view to improving the product or service provided.
- Co-ordinates and controls the work of those within customer services departments.
- Develops and implements policies and procedures to deal effectively with customer requirements and complaints.
Monitoring, Active Listening, Speaking, Critical Thinking, Reading Comprehension, Learning Strategies, Active Learning, Writing, Mathematics, Science