Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
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 youve 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.
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.
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.)
ROC is a charity that runs projects for the community all across UK (150 active
projects). The charitys main aim is to bring about community transformation by
creating strategic partnerships which open up opportunities for crime and disorder
reduction and improved community cohesion.
This part will help you to evidence Learning Outcome 1: Understand the factors that affect an
organisation and the customer service role
1.3 Outline the role played by the customer service occupation Question 3 Page 3
within the organisation and industry
1.5 Identify factors that can affect the reputation of the Question 5 Page 4
organisation
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.
roles in each organisation and highlight the differences in how customer service is carried
out across these organisations. [1.2]
Third sector They are independent of the government, there are neither
organisation commercial nor private. They are not for profit organisations, most
of them being volunteer-led. Their income comes from external
funding (from other organisations/ statutory agencies, e.g. Police
and Crime Commissioners Annual Grant), from providing different
services or from bids to grants.
3. In relation to your current organisation (or one that you are familiar with), outline the part
that customer service plays:
a. Within the organisation : customer service plays an important role within our
organisation and like any others we try to meet customers needs at all times. Our
customers come from all backgrounds, but most of them come from broken families or are
part of communities with issues like isolation, increase of anti-social behaviour or drugs.
Our aim is to improve peoples lives delivering projects (mainly) for young people; in this
way, our work helps law enforcement agencies to reduce crime.
4. Who are the major competitors to your current organisation (or one that you are familiar
with)? [1.4]
Our main competitors are also charities that have a similar activity and that bid for the
same grants: e.g. NSPCC, UK Research etc.
5. Identify at least two factors that could affect the reputation of your current organisation
(or one that you are familiar with). [1.5]
One factor that could affect the reputation of my current organisation is not having well
trained staff. For example, we work with volunteers for the Restorative Justice projects we
deliver across UK. We work in partnership with the police and with mediators. Our role is
to provide trained facilitators who facilitate the communication between the offender and
the offended. These facilitators have usually worked in the justice environment before but
they still need to be aware of the practices and procedures this process involves. So
training the staff plays an essential role and therefore having untrained staff could ruin our
organisations reputation.
Not delivering the projects/ activities we bid for not only affects our companys reputation
but could also lead to not getting the funding for our activity anymore.
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.
This part will help you to evidence Learning Outcome 2: Understand employee rights,
responsibilities and organisational procedures
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 organisations 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]
1. Employer: has to provide a safe and Providing a safe and healthy environment
healthy workplace for their employees. for your employees is one of the employers
responsibilities. The employer has to
ensure that all their staff is protected while
doing their work and to be sure that all
personnel are aware of the Health and
safety procedures and they comply with
them.
It is a law requirement under The Health
and Safety at Work Act (1974) but it also
ensures the employees are able to fulfil
their duties in the best conditions.
2. Employer: has the right to ask their Complying with the contract of employment
employees to do their daily tasks as agreed is beneficial for both parties. It is an
and stated by the employment contract. important document and can be used as a
proof of both parties agreement at the
beginning of the employment period. But
when an employee is not doing their job the
terms of the contract may be changed or
may be affected.
1. Employee: has the right to be paid and Under the employment law, every
to get the pension employee has the right to be paid for the
work they have done. This is a statutory
regulation and it must be included in the
contract of employment.
2. Employee: has the responsibility to Every company has its own organisational
comply with the employment law and with rules and procedures that have to be
the companys procedures and policies. followed by both employer and employees.
Not following them might make you the
subject to disciplinary procedures or even
dismissal.
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]
3. In relation to your current organisation (or one that you are familiar with), describe the
organisations 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.
The Equality Act 2010 makes it unlawful to discriminate against employees (including
workers) because of a mental or physical disability. Companies that employ people with
different disabilities have to ensure reasonable adjustments are made so that the disabled
persons can attend work and have access to all facilities the same like any other
employee.
It is also the employers responsibility to eliminate unlawful discrimination, harassment or
victimisation and to provide all employees with equal opportunities no matter their gender,
age, sex, race or religion.
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]
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]
paid equally if they have confidential and presented Diversity form that every
the same role and only on request (only if employee reads and signs
experience. there is a complaint filed) at the beginning of their
and is monitored by the employment period.
operations manager.
Employees are selected Data collected is There is an Equality and
by their experience not by confidential and presented Diversity form that every
age or nationality, for only on request (only if employee reads and signs
example. there is a complaint filed) at the beginning of their
Our company has already and is monitored by the employment period.
employed many senior operations manager.
persons (some of them
also having a disability)
and people of other
nationality than English.
New roles within the Weekly newsletters sent
New jobs are advertised organisation are included by email by the National
first internally and if not in the weekly internal Development Manager.
occupied they will be newsletter sent to all
advertised externally. employees so that
everyone have access to
them.
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.
This part will help you to evidence Learning Outcome 3: Understand career pathways within
customer service
3.2 Identify sources of information and advice available on the Question 2 Page 9
customer service industry, occupations and 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]
My current position is that of a receptionist within this organisation and it involves working
closely to customers, partners or suppliers. My role could progress to a HQ administrator
position within this organisation which is not very different from my current position; it will
include some more duties and responsibilities like dealing and negotiating with new
customers/ contracts. At the moment Im only dealing with existing customers/ contracts.
At some point, I could take a position as an operations manager but this position requires
more experience that I have at the moment and a qualification in management.
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]
Supervisors
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]
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.
There wasnt the case lately, but if an application for access to learning is refused by the
department manager, an applicant has the right to appeal (30 days) against the initial
decision and can address a formal complaint to the National Director who will further
investigate the circumstances and who can make a final decision.
5. Explain how new customer service situations can help with self-development and
career progression. [3.5]
New customer service situations give us, people who work closely to customers, new
opportunities to self-development within the career we have chosen. Dealing with difficult
customers means new challenges for us as professionals. From every new situation we
deal with there is always something good we can learn. Keeping a positive attitude
towards new or difficult situations helps us to improve our professional skills; learning new
things all the time helps us deliver great customer service.
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.
This part will help you to evidence Learning Outcome 4: Understand how employees are
supported within the customer service role
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]
The Board of Trustees Trustees have overall The board makes all
control of a charity and are important decisions for the
responsible for making sure charity and it is the one that
its doing what it was set up really rules within the
to do. charity.
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]
b) Health and We do have training courses from time to time or short sessions
safety to review the companys procedures in case of fire, for example.
With regards to my own safety Ive been offered an eye test
recently as the long hours work on computers affected my
vision.
Our companys health and safety procedures state that every
health issue during the working hours must be called in to the
line manager.
c) Career Once a year every employee has an interview with their line
progression manager and the national director to discuss their career
progression. An appraisal report is made by the line manager
and depending on the personal circumstances, promotions can
be considered.
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.
This part will help you to evidence Learning Outcome 5: Know the organisations 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).
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]
2. How are the organisations principles communicated to employees? Explain this below.
[5.2]
The organisations principles are very well known by all employees but they are also
available on the companys website (they are public) or on the companys intranet, should
a member of the staff needed any information on this topic.
New principles are communicated and discussed with the employees at our periodic staff
meetings.
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]
Data Protection
Health and Safety
Equal Opportunities
Statutory Legislation and Regulations
Disciplinary and Grievance
All these policies are in place and help the organisation run their activity smoothly and also
helps the managers to make an objective decision when an unfortunate incident happens
or a complaint is filed. The companys code of practice and various policies are accessible
to all staff via the intranet and they are also included in the employee handbook.
Employees are asked from time to time to review these policies and to inform the
management team of all misconduct or inappropriate behaviour they are aware of.
4. Explain how employees are involved with and consulted on changes to the principles,
procedures and policies within the organisation. [5.4]
New policies, procedures and principles are discussed with the employees at our periodic
staff meetings. Change is not always embraced gladly by everyone but when it comes to
changing procedures or principles all staff members have the right to have their say with
no pressure from above. The reasons behind changes are discussed and analysed
objectively and only after consulting all staff a decision is made by the managing team
and, if approved by the board of trustees, it will be final.
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]
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!