National Certificate in Public Sector Services (Client/Customer Service) (Level 3)

Client/customer service is key to successful business and a successful economy. It requires a blend of knowledge and skills drawn from a number of disciplines, and relevant across industries, particularly those providing front-line service to clients/customers. While many of the skills leading to successful client/customer service are generic across industries, each can be applied to the requirements of a specific sector.

This National Certificate recognises the generic skills required for successful customer service and the essential knowledge and skills required for the public sector context. It is designed to reflect the skills and competencies required of a person employed in a position in a central government or local government client/customer services setting. These people will be working with external clients/customers in a variety of contexts such as face to face, on the telephone, and in writing.

The public sector is unique because it provides services to people who cannot choose to take their custom elsewhere. This places the client/customer services front-line staff in a high trust position, which requires special skills and competencies. An appreciation of their role, of the role of their employing organisation, and of the needs of their clients/customers is fundamental to quality client/customer service.

The importance of the ethical base on which public sector service delivery is based is reflected in the compulsory requirements of this qualification, as is an understanding of the Treaty of Waitangi, knowledge of central and/or local government and knowledge of relevant legislation, such as that relating to official information, privacy and the Treaty of Waitangi/Tiriti o Waitangi, for public sector organisations.

The qualification consists of an elective section comprising a Public Sector Knowledge Elective set, a Communication Skills Elective set, a Client/Customer Service Elective set, and a balance set to ensure candidates meet the overall credit requirements for the qualification. These elective sections provide recognition for core skills in communications (including business writing), service delivery, client/customer services in a range of contexts, time management, and computing as well as further public sector knowledge which is relevant to candidates both within local and central government.

This is an entry point qualification and may lead onto the National Certificate in Public Sector Services (Client/Customer Services) (Level 4) [Ref: 0660]. This qualification may also pathway into the following: National Certificate in Business Administration and Computing (Level 3) [Ref: 0633], the National Certificate in Business Administration (Level 40 [Ref: 0634], National Certificate in Public Sector Services (Induction) [Ref: 1453], National Certificate in Contact Centre Operations (Level 3) [Ref: 0643], National Certificate in Compliance and Regulatory Control (Rates Officer) [Ref: 1237], National Certificate in Compliance and Regulatory Control (Parking Enforcement) (Level 3) [Ref: 0464].

As the largest Industry Training Organisation in the country Skills works across 23 different industries from plumbing, and electrical through to scaffolding, real estate and more. We act as a broker between industry, government and training providers, to develop standard setting qualifications, that will help develop the leaders of tomorrow.

For more than 25 years, we’ve been helping train up the next generation of tradies and professionals. We work with industries to ensure that qualifications provide trainees with the right skills at the right time.