Customer Service NVQ

NVQ Workshop Rules, Regulations and Legislation

University of Westminster26th May 2016

Trainers

Bev Gilder and Diane Eaton

Workshop objectives• Review progress after last session• Identify what current UoW Service Standards are in

place • Discuss how the Standards are applied across

departments• Explore escalation procedures and responsibility when a

complaint is unable to be resolved• Consider the types of legislation that are in place to

protect employees and customers in the workplace• Identify resources and policies• Link to evidence for mandatory units F2 and F4

Customer Service NVQ assessment requirements…. that you can….• Identify Service Standards within the organisation and

your area.• Define internal and external regulations that may affect

customer service requirements• Understand how to protect the security of customers and

their property• Describe your the Health and Safety responsibilities• Explain your responsibility to deliver customer service

treating customers equally• Define how customer confidentiality is protected• Demonstrate an understanding of the legislation and

external regulation that impact on customer service improvements

Definition of a Service Level Agreement

A contract between a service provider and customer, it details the nature, quality and scope of the service to be provided

Also called a Service Level Contract

University Sources • Student Charter

• Rights and Responsibilities• Academic conduct• Diversity and Dignity at Work and Study Policy• Student code of conduct• Student complaints procedure

• Legal Matters• Data Protection• Freedom of Information• Health and Safety Policy • Intellectual Property Rights

ActivityReview Student Charter

• In pairs, select 3 points from the “you can expect the university to..” section and 2 points from the “in return you are expected to..” section

• Discuss and record how this impacts what you do you on a daily basis?

• Who is responsible for updating the student charter?

The Legislative framework

• Rights• Duties• Responsibilities

Consumer Legislation The Consumer Protection from Unfair Trading

Regulations 2008 Sale of Goods Act 1979 Supply of Goods and Services Act 1982 Trade Descriptions Act 1968 Consumer Protection Act 1987 Distance Selling Regulations 2000 Equality Act 2010 Health and Safety at Work Act (1974) Data Protection Act 1998

•  

Latest consumer legislation – The Consumer Rights Act - 2015 The Consumer Protection from Unfair

Trading Regulations 2008 Sale of Goods Act 1979 Supply of Goods and Services Act 1982 Trade Descriptions Act 1968 Consumer Protection Act 1987

www.which.co.uk

Health and Safety Legislation• Provide a safe place to work• Covers employees, customers, partners, contractors, visitors and

members of the public and any other people who could be affected by the organisations activities

• Must have a written Health and Safety policy ( five or more people)• All risks must be assessed eliminated or reduced to a minimum• Outlines the arrangements for the effective planning, organisation,

control, monitoring and review of preventive and protective measures

• Ensure that employees have access to competent Health and Safety advice

• Consult employees about their risks at work and current preventive and protective measures.

• Failure to comply with these requirements can have serious consequences – for both the organisation and individuals.

• Sanctions include fines, imprisonment and disqualification. • http://www.hse.gov.uk/pubns/indg449.pdf

Did you know?Hazard• Anything that might hurt you (physically or mentally).• Examples includes a spilt drink (slipping hazard), a loose wire

(tripping hazard), dust (breathing hazard) or stress or bullying at work (mental health hazard).

 A Risk• The chance and impact of getting hurt by the hazard• Is it likely or not very likely• Plus the impact, i.e. how bad the injury/ill health would be (for

example would it kill you, break a bone, cause a small bruise or make you sick or unhappy).

 

Health and Safety Activity• Identify some of the hazards in your workplace

• Risk assessment – consider what precautions/controls are there to combat it.

• If there was an accident, how serious could the injury/consequences be

• How likely or unlikely is such an accident/incident to happen

• Are there any additional precautions you/others need to take to be safe?

• Who is responsible for reducing the risk?

Health and Safety at Work

• Spot the hazards:    https://www.youtube.com/watch?v=UeB7l_O8T6o    

Data Protection Act 1998• Controls the way information is handled • Gives legal rights to people who have information stored

about them. • Protects the rights of the individuals when we process

their data• Individuals are wholly responsible for acting within the

law in keeping records about other people• Data includes email, voicemail, web pages (intranet and

internet), all correspondence, forms and other records

DPA 8 Principles - Personal information must be ……

1. fairly and lawfully processed2. processed for limited purposes3. adequate, relevant and not excessive4. accurate and up to date5. not kept for longer than is necessary6. processed in line with the rights of individuals7. secure8. not transferred to other countries without adequate

protection.

For more information:  https://ico.org.uk/for-organisations/guide-to-data-protection

DATA PROTECTION ACTIVITY

Organisations should ensure that they have policies in place which are designed to prevent discrimination both to stay within the law, attract the best employees and treat people equally and fairly

The Equality Act 2010It is unlawful to discriminate against people at work because of:• Age • Disability • Gender reassignment• Marriage and civil partnership• Pregnancy and maternity• Race• Religion or belief• Sex• Sexual orientation•www.acas.org.uk/media/pdf/n/8_Equality_Act_2010.guide_for_employers

The Public Sector Equality Duty

• Came into force on 5 April 2011

• Applies to public authorities: eg local authorities, FE and HE bodies, schools, health  bodies, police, fire and transport authorities, government departments

The Public Sector Equality Duty• The General Duty has three main aims, namely to: 

Eliminate unlawful discrimination, harassment and victimisation and other conduct prohibited by the Equality Act 2010

Foster good relations between people from different groups. This involves tackling prejudice and promoting understanding between people from different groups.

Advance equality of opportunity between people from different groups. This involves considering the need to:

• remove or minimise disadvantages suffered by people due to their protected characteristics

• meet the needs of people with protected characteristics• encourage people with protected characteristics to participate in public 

life or in other activities where their participation is low. 

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Who the general duty applies toPublic authorities listed in Schedule 19 of the Equality Act (e.g. local authorities, FE and HE bodies, schools, health bodies, police, fire and transport authorities, government departments).

Public, private, or voluntary organisations carrying out public functions (including on behalf of a public authority). The Equality Act uses the same definition as the Human Rights Act 1998 (which was used for the gender and disability equality duties).

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Advancing equalityRemove or minimise disadvantages suffered by people with protected characteristics due to having that characteristic. Take steps to meet the needs of people with protected characteristics that are different from people who do not have that characteristic (including taking account of a disability).

Encourage protected groups to participate in public life and in any other activity where participation is disproportionately low.

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Benefits of the equality dutyHelp public authorities avoid discriminatory practices and

integrate equality into their core business.

Ensure services are more appropriate to users which are more efficient and cost-effective, improving public satisfaction.

Build a supportive working environment to increase productivity. More representative organisations can draw on a broader range of talent.

Using up to date equality information can lead to better decision-making and policy development.

The PSED implications for you• The equality duty applies across your work (e.g.

services, policy-making, employment, planning, procurement, statutory decision-making).t policies.

• Consideration of equality matters should be an integral part of decision-making. The duty must influence the final decision.

• Third parties exercising public functions for a public authority must comply with the duty.

Charter marks and quality marks on your website

NVQ review