Learner name:

Learner number:

H/601/1568UR30D11

Lead a team to improve customer service

VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active Leisure sectors, with over 45 years of experience.

VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DCELLS and CCEA.

VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement.

By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic.

This statement of unit achievement table must be completed prior to claiming certification.

Unit code Date achieved Learner signature Assessor initials

IV signature (if sampled)

Assessor name Assessor signature Assessors initials

Assessor number (optional)

Assessor tracking table

Statement of unit achievement

All assessors using this Record of Assessment book must complete this table. This is required for verification purposes.

UR30D11Lead a team to improve customer service

UR30D11_v3

If you are responsible for leading a team delivering customer service, you need to plan and organise their work and support them as they develop their performance. This unit is about looking at both your organisation and your staffing resources and bringing these together in a constructive way to improve overall customer service. You need to give support and guidance to your team to encourage them to improve their customer service delivery. It is about having a passion for customer service and sharing this enthusiasm with your colleagues and staff team. It is about leading by example.

GLH

Credit value

Level

NOS

Observations

External paper(s)

47

7

3

D11

1

0

On completion of this unit you will:

Learning outcomes

Evidence requirements

UR30D11

Lead a team to improve customer service

1. Be able to plan and organise the work of a team

2. Be able to provide support for team members

3. Be able to review performance of team members

4. Understand how to lead a team to improve customer service

3

1. Your evidence should be collected when carrying out a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. Evidence collected in a realistic working environment or a work placement is not permissible for this unit. Simulation is not allowed for any performance evidence within this unit.

2. You may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation.

3. You must provide evidence that shows you have done this over a sufficient period of time with different customers on different occasions for your assessor to be confident that you are competent.

4. You must provide evidence you have line management or supervisory responsibility for the team members used in your evidence.

5. You must show that you have taken into account the organisational constraints of:• time• human resources• physical resources• financial resources.

6. You must also show that you have taken into account the team or individual constraints of:• existing workloads• individual capabilities and sensitivities• initiatives and objectives currently being

undertaken by the organisation• influences operating on the team from

outside.

7. Your evidence must show that you have taken time with each team member to:• plan and organise their work• provide support and guidance• give and seek feedback on performance.

8. The feedback you provide to team members may be:• formal or informal• verbal or in writing.

9. There is no external paper requirement for this unit.

Achieving observation outcomes Achieving range

Achieving observations and range

UR30D11

Your assessor will observe your performance of practical tasks. In addition to your observation, you must provide evidence that shows you have carried out this unit’s outcomes over a sufficient period of time with different customers on different occasions for your assessor to be confident that you are competent.

Criteria may not always naturally occur during a practical observation (i.e. planning, accessing sources of information etc.). In such instances you will be asked to produce other forms of evidence to demonstrate competence. The portfolio reference for this information will be recorded by your assessor.

Your assessor will sign off an outcome when all criteria have been competently achieved.

The range section indicates what your portfolio must include. Your assessor will document the portfolio reference once a range has been competently achieved.

4

Outcome 1

Observations

UR30D11

Date outcome achieved

Learner signature

Assessor initials

Date outcome achieved

Learner signature

Assessor initials

Be able to plan and organise the work of a team

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Treat team members with respect at all times

b. Agree with team members their role in delivering effective customer service

c. Involve team members in planning and organising their customer service work

d. Allocate work which takes full account of team members’ customer service skills and the objectives of the organisation

e. Motivate team members to work together to raise their customer service performance

5

Outcome 2

UR30D11

Date outcome achieved

Learner signature

Assessor initials

6

Be able to provide support for team members

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Check that team members understand what they have to do to improve their work with customers and why that is important

b. Check with team members what support they feel they may need throughout this process

c. Provide team members with support and direction when they need help

d. Encourage team members to work together to improve customer service

Outcome 3

UR30D11

Date outcome achieved

Learner signature

Assessor initials

7

Be able to review performance of team members

You can:Competent performance observed (assessor initials)

Portfolio reference

a. Provide sensitive feedback to team members about their customer service performance

b. Encourage team members to discuss their customer service performance

c. Discuss sensitively with team members action they need to take to continue to improve their customer service performance

Range

UR30D118

Your portfolio must include:

Evidence that you have taken into account the organisational constraints of Portfolio reference

time

human resources

physical resources

financial resources

Evidence that you have taken into account the team or individual constraints of Portfolio reference

existing workloads

individual capabilities and sensitivities

initiatives and objectives currently being undertaken by the organisation

influences operating on the team from outside

Evidence that you have taken time with each team member to Portfolio reference

plan and organise their work

provide support and guidance

give and seek feedback on performance

Feedback to team members that is Portfolio reference

formal or informal

verbal or in writing

Developing knowledge

UR30D11 9

Achieving knowledge outcomes

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below:

• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies

Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning.

Knowledge

UR30D1110

Understand how to lead a team to improve customer service

You can: Portfolio reference /Assessor initials*

a. Describe the roles and responsibilities of your team members and where the team members fit in the overall structure of the organisation

b. Explain how team and individual performance can affect the achievement of organisational objectives

c. Explain the implications of failure to improve customer service for your team members and your organisation

d. Describe how to plan work activities

e. Explain how to present plans to others to gain understanding and commitment

f. Explain how to facilitate meetings to encourage frank and open discussion

g. Explain how to involve and motivate staff to encourage teamwork

h. Describe how to recognise and deal sensitively with issues of underperformance

* Assessor initials to be inserted if orally questioned.

Outcome 4