New customer service qualification from Highfield

Customer Service Level 1Businesses looking to teach their staff the foundations of customer service now can thanks to a new qualification from Highfield Awarding Body for Compliance (HABC).

The HABC Level 1 Award in Customer Service (QCF) is aimed at learners who work with – or intend to work with – customers on a daily basis as part of their job role.   Suitable for use across any working environment, the qualification is ideal for learners aged 14 and over who are new to the customer service sector and wish to improve their knowledge of this area and achieve a nationally recognised qualification.

Further information on the HABC Level 1 Award in Customer Service (QCF), and our full suite of customer service qualifications, is available here.

If you would like to be among the first to deliver this qualification and are a Highfield Centre, then please contact your account manager directly regarding this. If you are not currently a Highfield Centre, but would like to become one, then click here.

Changes to Business Admin, Customer Service, Management and Team Leading frameworks

apprenticeship frameworksImportant changes to a number of apprenticeship frameworks have taken place with effect from 1 September 2014.

The subjects affected are the Skills CFA apprenticeship frameworks covering business and administration, customer service, and management and team leading.

The key change for each area is that the separate competence and knowledge qualifications will be replaced with a single combined qualification for each subject.

For Intermediate (Level 2 pathway) Apprenticeships, these are:

For the Advanced (Level 3 pathway) Apprenticeships, these are:

HABC also intends to continue to support the existing qualifications, and launch two new ones, which will be the HABC Level 1 Certificate in Business Administration (QCF) 601/4028/8 and the HABC Level 1 Certificate in Customer Services (QCF) 601/4001/X.

All HABC qualifications are regulated and approved for inclusion in the new apprenticeship frameworks from Skills CFA, and all specifications and assessment support material were released on 1 September 2014.

If your Centre is currently approved to offer the NVQs and/or the technical certificates, you will receive automatic approval to deliver the new qualifications.

If you are a HABC Approved Centre, please contact your account manager for more details. If you are not already a HABC Approved Centre but would be interested in offering these qualifications through HABC, please call us on 0845 226 0350 or email info@highfieldabc.com

Why three really is the magic number at Customer Service Training Awards

Customer Service Training AwardsWinning any award is always a big deal, but to win three is extra special.

And so it was for Intelling Ltd as it made it a summer to remember with triple honours in the fifth annual Customer Service Training Awards this July, competing against some of the biggest names in the business such as Barclays, Capita and EE.

The Manchester-based marketing and contact centre business, which is also a HABC Approved Centre, took gold in Customer Service Management and Leadership Training, a silver in Sales Through Service and – for the triple whammy – a bronze in the Hearts and Minds (Employee Engagement) category.

Held every year, the awards are hosted by the Customer Service Training Network and are the first of their kind specifically developed for customer service trainers all over the world.

Intelling Awards - teamSimon Wilson, Head of People Services at Intelling Ltd, said, ‘We are delighted to have won three awards in all three categories we entered.

As a relatively new business we were initially happy to be nominated as finalist, especially when you look at some of the other competitors such as major international corporations and banks. And yet through our determination and drive as a business and management team, we were able to take home three awards, which is an incredible achievement for everyone here.

These awards will assist and develop our momentum further in our fields of expertise, and create demand for our brands nationally, which itself will in turn help all of our existing and future clients. We’re also looking to develop our relationship with HABC even further and have a number of exciting new developments lined up’.