Customer Service, Level 3

The Customer Service Level 3 qualification covers the essential elements of how to deliver an advanced customer experience, how to ensure individual and team performance within customer services and how customer service delivery affects customer expectations at a supervisory or managerial level.

An advanced level qualification is completed within 18-24 months.

What does this qualification consist of?

This qualification is constructed of:

  • a Level 3 Diploma in Customer Service (QCF)
  • Functional Skills (English and Maths)
  • Employment Rights and Responsibilities (ERR)
  • Personal Learning and Thinking Skills (PLTS)

There are six mandatory units:

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Resolve customers’ problems
  • Understand the principles of business
  • Manage personal and professional development

Learners must complete the mandatory units along with their preferred choice of optional units.


Who can take this qualification?

At Level 3, you are able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in their implementation.

This qualification is suitable for anyone aged 16 and over.

What could this qualification lead to?

This qualification could secure you a career in:

  • Team leadership
  • Management
  • Delivering customer service across an organisation
  • Analysing and responding to customer service issues

You could also progress onto other qualifications such as:

  •  Level 4 NVQ Diploma in Customer Service
  • Level 2 and Level 3 Diplomas in Business Administration
  • Level 2 and Level 3 Contact Centre Operations
  • Customer Service Advanced Apprenticeship
  • Institute of Leadership and Management (ILM) qualifications

How is it funded?

The Government contributes to the costs of training apprentices because they want to build a skilled workforce in the UK. Therefore, you may be eligible for full or part-funding.

16-18 year olds receive ‘full costs of training’, meaning you won’t pay a thing.

19-23 year olds receive 50% of training fees, thus you may need to cover some costs.

24+ year olds may still be entitled to help if they meet certain criteria.

Contact us today to find out more.

Download our course factsheet for more information and funding options

What Next?

Call our Surrey office on 01932 252599 to find out more or to book onto a course.

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