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OCN NI Level 2 Award in the Principles of Customer Service Qualification in action


Michelle Simpson, Managing Director at MGS Consulting, based in Derry/Londonderry, has been delivering the OCN NI Level 2 Award in the Principles of Customer Service to a variety of groups across Northern Ireland in partnership with St. Columb's Park House FFM programme. 

Michelle’s most recent registered group is based in HMP Prison Magillian, where she works with a number of inmates delivering the qualification online.

Michelle said: “OCN NI has paid particular attention to every learning outcome when it comes to the Level 2 Award in the Principles of Customer Service which makes it easy to teach and easily understood. This has been a huge advantage to my students as they will leave prison with a qualification that empowers them and gives them the confidence to interact in a variety of different customer facing roles.”
During the pandemic, Michelle said that being able to deliver the course online, has been life changing. “OCN NI put in lots of work to ensure that the qualification was flexible enough to deliver online and in a class setting. Little did we know, at the beginning of 2019, as news of the pandemic began to spread; how vital online learning would become.”

“I believe that OCN NI is at the heart of the education community here and its work is hugely important for those in the teaching profession and those who want to become the best at what they do in whatever sector.”
The Governor of HMP Prison Magillian said: “The flexibility of this programme has allowed us to adapt our procedures to continue its delivery, via the virtual learning medium, throughout the Covid pandemic; it has contributed significantly to the mental and physical well-being of the participants, as well as improving their future prospects and reducing their risk of re-offending.”

Advanced Education • Awarding Qualifications

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