Customer Service

Unit one: Understanding the organisation (H/503/0322)

Unit 1 Assessment
Assessment
You should use this file to complete your Assessment.
 The first thing you need to do is save a copy of this document, either onto your computer or a USB drive
 Then work through your Assessment, remembering to save your work regularly
 When you’ve finished, print out a copy to keep for reference
 Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study
area – make sure it is clearly marked with your name, the course title and the Unit and Assessment
number.

Please note that this Assessment document has 17 pages and is made up of 5 parts.

Name: Kelly Parkinson

Organisation: Which organisation(s) are you basing your answers to this assessment on? If you
are currently working, you may wish to base it on the organisation which employs you.
South Yorkshire Credit Union

Can you provide a brief description of this organisation? (Please note you will not be marked on
this; it is simply to provide your tutor with a brief outline.)
South Yorkshire Credit Union is a Savings and Loans Co-operative. who offer:
Savings accounts and Christmas Savings Accounts.
Small Loans .
Standing order payment service.
Pre Payment Debit Card
Online banking services.
Direct purchase of goods.
Budgeting services.

Part 1 – The role of customer service in organisations

This part will help you to evidence Learning Outcome 1: Understand the factors that affect an
organisation and the customer service role

Learning objective Place in Assessment

1.1 Describe the products and services of commercial, public Question 1 Page 2
and third sector organisations

1.2 Describe the differences in customer service between Question 2 Page 3

commercial, public and third sector organisations

1.3 Outline the role played by the customer service occupation Question 3 Page 3
within the organisation and industry

1.4 Identify the major competitors of the organisation Question 4 Page 4

1.5 Identify factors that can affect the reputation of the Question 5 Page 4
organisation

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

1. Complete the table below with a description of the products and services for at least
two commercial organisations, public organisations and third sector organisations. [1.1]

Please ensure you provide a description for each organisation, rather than a list.

Organisation type Name of organisation Description of products and services

Commercial Morrisons Morrisons sells grocery's, clothing,
organisation books, CD's and DVD's. They offer a
wide range of services such as home
delivery, self service counters as well as
counters with cashiers, they have a
petrol station and free parking for
customers which has disabled parking
and parking for people with children they
also have a pharmacy and a cafe that
serves hot and cold food and drinks.
Commercial Mcdonalds Mcdonalds sells food in restaurant or
organisation through a drive through. If you eat in the
restaurants they provide free Wi-Fi for
customers other services you can expect
from Mcdonalds include children's
parties and healthy option meals.
Public NHS The NHS provides access to treatments
organisation and care for medical conditions and
illness. These can be through general
practice (doctors), support groups,
hospitals and dentist's.
Public Police The police provide law enforcement,
organisation public protection and public reassurance.
They provide advice to the general public
and other's on crime prevention and
saying safe.

Third sector NSPCC The NSPCC support parents and families to

organisation care for their children, providing services to help
children and families move on from abuse, drugs
and alcohol, they help professionals make the
best decisions for children. They go into schools
and help children between 9-11 to understand
about abuse and give them confidence to get
help or speak out if they ever need to.

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

Third sector Alzheimer's Society The Alzheimer's society provides support

organisation for sufferers, carers and their families to
cope with Alzheimer's and the emotions
that come with it and helping them to
support the the person with Alzheimer's
as much as possible without too many
changes to their lives which can be very
confusing.

2. Complete the table below by describing the differences in customer service between
commercial, public and third sector organisations. You should outline customer service
roles in each organisation and highlight the differences in how customer service is carried
out across these organisations. [1.2]

Organisation type Description of customer service and

the differences between organisations
Commercial Commercial organisations are all about profit, maintaining the
organisation company long term, Providing great customer service to keep the
customers happy and wanting to reuse the organisation. The
customer service will build a positive reputation to keep the
customers coming back.

Public The public organisation is government owned and paid for by the
organisation taxpayer it is driven by the need to reach budget targets and value
for money.

Third sector The Third sector organisation is an independent organisation that

organisation run for non profit and any money made goes back into the company
for products and services. Their aim is to provide care and support
to the customer.

3. In relation to your current organisation (or one that you are familiar with), outline the part
the part that customer service plays:

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

a. Within the organisation

b. In the industry as a whole. [1.3]

The part customer service plays can help to build exceptional relationships with customers
or members, it can help to increase sales or sign ups and lead to loyal and returning
customer which will have a positive effect on the business and the industry as a whole.

4. Who are the major competitors to your current organisation (or one that you are familiar
with)? [1.4]

Provident, CLC finance, Naylors, ect

5. Identify at least two factors that could affect the reputation of your current organisation
(or one that you are familiar with). [1.5]

The factors that could affect the reputation of the company are if the paperwork was not
completed or filed correctly such as adding correct price, sending the right mixing
members files up or even losing member files and not having fully trained staff who know
about the company and is able to explain about loans and the how low the apr is or the
products available at cheaper than cheap prices.

Now that you have completed part 1 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.

© Creating Careers Ltd, 2015. All rights reserved. 4

Customer Service
Unit one: Understanding the organisation (H/503/0322)

Part 2 – Rights responsibilities and organisation procedures

This part will help you to evidence Learning Outcome 2: Understand employee rights,
responsibilities and organisational procedures

Learning objective Place in Assessment

2.1 State employer and employee rights and responsibilities Question 1 Page 5
under employment law and the importance of having these

2.2 Detail the employer and employee rights and Question 2 Page 6
responsibilities under the Health and Safety at Work Act

2.3 Describe the organisation’s procedures for health and Question 3 Page 6
safety and documentation used

2.4 Outline how the Disability Discrimination Act relates to Question 4 Page 7
employment

2.5 Identify other key legislation relating to industry and Question 5 Page 7
organisation
2.6 Describe the organisational procedures for equality and Question 6 Page 7
diversity detailing any monitoring and documentation activity

1. Use the table below to give details of employer and employee rights and responsibilities
under employment law and the importance of having these (consider the importance to
the organisation, employees and customers, where relevant). You should include at least
two employer rights / responsibilities and at least two employee rights / responsibilities in
your answer. [2.1]

Rights and responsibilities Why are they important?

1. Employer's expect employees to fulfil
their duties as specified by contacts and
legislations.
It is important to stick to these as this could
effect their term of employment. Should
they ever question any aspect of their job
they can refer to the contract as proof that
they understood their role by signing it.

2. Employer's have a duty to care for all The employee has the right of support from
employees. their manager and where reasonably
possible ensure health and safety, this
strengthens the managers commitments to
the employees.

1. Employee's should read all health and
safety polices and procedures.
This is to make employees aware should an
accident happen or how to prevent
accidents. Also making them aware of what
hazards to look out for and how to protect
themselves from harm.

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

2. Employee's should report accidents, This should be done so the appropriate

faults and damages. authorities are made aware and they can
then identify where and how further risks
can be stopped. This can also help other
employees to avoid accidents.

2. Give details of employer and employee rights and responsibilities under the Health and
Safety at Work Act. You should include at least two employer rights / responsibilities and
at least two employee rights / responsibilities in your answer. [2.2]

Who? Rights / responsibilities under Health and Safety at Work Act

Employers have duties to assess risks in the workplace. Risk
Employer assessments should be carried out that address all risks that might
cause harm in the workplace.
Employers must consult employees on health and safety issues.
Employer Consultation must be either direct or through a safety representative.

Employees should take reasonable care not to put other people at risk
Employee by what you do or don't do in the course of your work

Employees should tell their employer if something happens that might

Employee affect their ability to work, like becoming pregnant or suffering an injury.

3. In relation to your current organisation (or one that you are familiar with), describe the
organisation’s procedures for health and safety and any relevant documentation that is
used. [2.3]

If possible, provide relevant health and safety policies / documents from the organisation
to support your answer. These documents should be annotated to highlight the relevant
sections.

At South Yorkshire Credit Union there are specific procedures when it comes to fire
alarms. Once the fire alarm rings whoever is in branch will make their way to the meeting
point for staff. We would wait their and wait for the fire brigade. We have a procure for
keeping the work place clean and tidy all staff members each morning check a rota that is
on the wall to see who is doing what job that day such as hoovering, polishing, cleaning
the windows or even the WC. Depending on what job you are doing you would collect the
items you need for cleaning so say you were hoovering you would collect the hoover,
hoover every room in the branch and put the hoover back. There is a procedure for
smoking for example if you want a cigarette on your break you would have to walk away
from out side the branch to have it on the high street because if a member sees you

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

smoking out side the branch it looks unprofessional. The procedure for reporting an
accident would be the injured person would report the accident to the designated person
giving all details of what happened then the designated person enters these details in to
the accident book.

4. Outline how the Disability Discrimination Act relates to employment. [2.4]

An employer can not discriminate against a disabled person if they apply for a job and are
capable of fulfilling the role/job description. measures should be taken to provide facilities
for disabled people in all work places. All employers have a duty to exercise their function
to advance equality of opportunity between people who share a protected characteristic
and those who do not and eliminate unlawful discrimination, victimisation and harassment,

5. In addition to the information provided in the questions above, identify the other key
legislation that specifically relates to your chosen organisation and its industry as a
whole. [2.5]

Data Protection Act 1988

Consumer Protection from Unfair Trading Regulations (2008)
Finance Act 2003 Misrepresentation Act 1967
Consumer Credit Act 1974
Financial Services and Marketing Act 2000

6. Complete the table below to describe the procedures followed by your chosen
organisation in relation to equality and diversity. Your answer should include details of any
monitoring that takes place and documentation used to support this monitoring. [2.6]

Procedure How is it monitored? What documentation is

used to support this
monitoring?
The equality and diversity It is monitored by staff A spread sheet that you
policies can be viewed on completing an equality sign and date once you
the company web site, or monitoring form as part of have read through it.
you ask for a copy from their new starter
HR and it is also briefly paperwork.
covered in employees
contract. These will
include rules about race,
gender, religious beliefs,
sex discrimination, bullying
and harassment and so
on.

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

Now that you have completed part 2 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

Part 3 – Career pathways within customer service

This part will help you to evidence Learning Outcome 3: Understand career pathways within
customer service

Learning objective Place in Assessment

3.1 Describe the main career pathways available within a Question 1 Page 9
customer service role

3.2 Identify sources of information and advice available on the Question 2 Page 9
customer service industry, occupations and career progression

3.3 Identify methods of learning available in the organisation to Question 3 Page 10

assist in career progression

3.4 Identify the procedure for accessing formal learning Question 4 Page 10
programmes and the procedure for challenging refusal if
available
3.5 Explain how new customer service situations can aid self- Question 5 Page 11
development and career progression

1. Describe at least two different types of career pathways that may be available within a
customer service role. In your answer you should make reference to the entry level
position of your chosen pathways and any qualifications or on-the-job learning that would
aid progression. [3.1]

One career pathway that is available within a customer service role is working in a bank
like environment working with people face to face day in and day out on the front desk
then building up to a new members officer to become a members officer you would be
trained by another members officer for this roll until they felt that you were comfortable to
this job by your self.

Another career pathway is to become a loans officer in which you have to use your skills to
gain that members trust as they have to fill in a loan form and put all income, expenditure
and reasons on it. To become a loans officer you need to go to a different branch or head
office to be trained up by a loans officer for a number off weeks learning new parts of the
system that only loans officers can access. Then when you are trained the loans officer will
sign you off as trained and send you back to your original branch to proceed there.

2. Identify a range of sources where a person can find information and advice on the
customer service industry, occupations and career progression. [3.2]

Information relating to: Source(s)

Internet.
Customer service industry

Professional Bodies, Career Advisors, Ombudsmen.

Occupation
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Customer Service
Unit one: Understanding the organisation (H/503/0322)

Supervisor, manager.
Career progression

3. In your current organisation (or one that you are familiar with), what methods of
learning are available to help with career progression? [3.3]

There are training modules that help expand the employees knowledge.

4. In your current organisation (or one that you are familiar with), what is the procedure for
accessing formal learning programmes? What is the procedure if an application for access
to learning is refused? [3.4]

If possible, provide relevant organisational procedures to support your answer. These

documents should be annotated to highlight the relevant sections.

I would ask my manager then they would speak to the area manager to see if the company
will pay for the course. As this could benefit me and the company and what condition of
requirements would need to be put in to place if I leave the company within a certain time
for example would I have to pay it back. There is no form to complete , we would just send
an email to the manage as an official request explaining the reasons behind the request
and the relevance to my role and how it could benefit the company, if the request is
refused I have 30 days to appeal against the decision and this is looked at by the boardm
of governors at a meeting.

5. Explain how new customer service situations can help with self-development and
career progression. [3.5]

New customer service situations means new challenges and opportunities to learn,
especially difficult kinds of customers. Employees who have great knowledge of the
company it can be placed to adapt to each situation and develop as people within their
role. Communication is best in customer service scenarios as this could be the thin line
between good and bad customer service.

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

Now that you have completed part 3 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
Part 4 – Support for customer service employees

This part will help you to evidence Learning Outcome 4: Understand how employees are
supported within the customer service role

Learning objective Place in Assessment

4.1 Identify sources of information and advice on Question 1 Page 12
employment rights and responsibilities
4.2 Identify types of representative body related to the Question 2 Page 12
industry
4.3 Detail the main roles and responsibilities of each Question 2 Page 12
representative body and their relevance to the industry
4.4 Outline sources of support for their role within the Question 3 Page 13
organisation to include issues relating to:

 Equality
 Health and safety
 Career progression

1. Identify a range of sources where a person can find information and advice on
employment rights and responsibilities. You should identify at least three sources of
information in your answer. [4.1]

Nidirect government services

Citizens advice
Acas
All of which can be found using the internet.

2. Complete the table below, identifying the representative bodies related to your chosen
organisation / industry. You should also include details of the main roles and
responsibilities of these bodies and their relevance to the organisation / industry. [4.2] [4.3]

Representative body Roles and responsibilities Relevance

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

ABCUL aims to achieve It has been an important tool

diversity of financial, in the effort to develop and
business and/or grow the. Providing
ABCUL membership development resources and guidance to
skills. All Board and credit unions.
Committee members are
made aware that they must
ensure that they have at
least the basic financial and
business skills including the
ability to interpret financial
statements. Board
members should commit to
reaching this minimum level
within a year; and
maintaining throughout, that
minimum level of skill. The
Board must ensure that any
person appointed in a
senior management role
also have the relevant skills
to fulfil that role.

3. For a customer service role in your current organisation (or one that you are familiar
with), use the table below to provide details of the support that is available in relation to the
following issues:
a) Equality
b) Health and safety
c) Career progression [4.4]

Issue Sources of support

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

a) Equality Management of the organisation promotes equality by offering

opportunities to a wide range of ethnic groups and religions. We
are trained to recognise when we are being discriminated against
and how to fight it but also not to discriminate.

b) Health and During the induction staff are taught how to look after
safety themselves.

c) Career Career Pathways are discussed with managers and then

progression discussed with area managers to see how it could be supported
if there was a vacancy.

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

Now that you have completed part 4 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.

Part 5 – Policies and procedures

This part will help you to evidence Learning Outcome 5: Know the organisation’s policies and
procedures

Please answer all of the questions in this part in relation to your current
organisation (or one that you are familiar with).

Learning objective Place in Assessment

5.1 Describe the main principles, policies and procedures Question 1 Page 15
of their organisation and its documentation
5.2 Explain how the organisation’s principles are Question 2 Page 16
disseminated to employees
5.3 Outline relevant policies and codes of practice Question 3 Page 16
adopted by the organisation and how employees are
made aware of these
5.4 Explain how employees are consulted on changes to Question 4 Page 16
the principles, procedures and policies within the
organisation
5.5 Identify issues of public concern relating to their Question 5 Page 17
industry and organisation and how these are dealt with

1. Use the table below to describe the main principles, policies and procedures of your
chosen organisation. You should also include details of documentation used to support
these principles, policies and procedures. [5.1]

Description Supporting documentation

Principles At South Yorkshire credit union they Web page
provide a wide range of opportunity's
for savings, loans, standing orders,
children's accounts and all household
appliances, goods and toys. They
want to be the most trusted company
to try help people with not a lot of
money.

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

Policies The organisation thrives on policies Staff handbook

such as ;
Equal Opportunities
Data Protection
Health and Safety Statutory
Legislation and Regulations
Disciplinary and Grievance
Procedures The returns policy on household items Call centre and web page
is a 14 day money back or exchange
guarantee.

2. How are the organisation’s principles communicated to employees? Explain this below.
[5.2]

At South Yorkshire credit union principles are communicated to employees via the
employee contract and handbook.

3. Outline the policies and codes of practice that are adopted by the organisation. How
are employees made aware of these policies and codes of practice? [5.3]

The company has policies that are in place so that the employees conduct legitimate
business with customers/members and work within the law, e.g. money laundering, the
acceptance of gratuities and gifts.
Health and Safety Policy : outlines what to do in the event of a fire, Checking access to fire
exits and keeping routes clear.

4. Explain how employees are involved with and consulted on changes to the principles,
procedures and policies within the organisation. [5.4]

changes to principles, procedures and policies are made through meetings then passed on
to managers who then pass the information on to supervisors then they pass it on to other
members of staff. The documentation of these changes involve the directives and the
reasons for these changes and the benefits to the employees and the company. This is
very important as it makes all employees understand the new rules.

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Customer Service
Unit one: Understanding the organisation (H/503/0322)

5. Use the table below to identify issues of public concern relating to the industry and
organisation, and describe how these issues are addressed / dealt with. [5.5]

Issues of public concern How they are addressed / dealt with

Customer data protection It is important to protect the personal data of
the customer according to the data
protection act 1988. There is strict security
in place for the protection of data to avoid
fraud ect.

Loan affordability At South Yorkshire Credit Union they have a

Response to a loan dissension
loans officer that goes through income and
expenditure with the member to make sure
that the amount they are applying for is
affordable and if it isn't we work out the
amount that is affordable to them.
When a member hands a loan form in they
are advised that the loan can take up to 7
working days and they will be called or sent
a text message when the loan form has
been looked at. If it is an emergency and
that can be proven some times we can fast
track the loans.

Once you have completed all 5 parts of this Assessment, go to www.vision2learn.com and
send your work to your tutor for marking. Log in to the platform and send your Assessment
to your tutor via your My Study page for marking. Good luck!

© Creating Careers Ltd, 2015. All rights reserved. 16