Level 3 Diploma in Customer Service

The purpose of this Level 3 Diploma in Customer Service is to provide the learner with the skills, knowledge and understanding in people who have the scope to bring about permanent improvements in service delivery that benefit customers and the organisation for which they work. Such individuals do not have to be in roles where they have direct line responsibility for people.
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Employers have estimated that there will be 113,000 new jobs in customer service in England between 2004 and 2014. Customer service skills are transferable across a wide range of sectors and can be applied to many job roles.

The Level 3 Diploma in Customer Service (QCF) is a combined knowledge and competence qualification that forms as part of the Advanced Apprenticeship in Customer Service. It is also suitable for learners outside of an apprenticeship that want to demonstrate the knowledge and skills required for a higher customer service role, these skills could involve improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service. It is suitable for learners who are either employed or have access to work in customer service, alternatively learners who want to progress to higher education and training.

Learners will cover a range of core subjects including:-

 Organise and deliver customer service

 Understand the customer service environment

 Resolve customers’ problems

 Principles of business

 Manage personal and professional development

 Understand customers and customer retention

Learners will also select a number of optional areas of study that encompass a wide range of skills.

This qualification is suitable for learners aged 16+.

There are no formal entry requirements, although learners must be able to work at the required level and have proficient use of the English Language.


Achievement of the Level 3 Diploma in Customer Service (QCF) can lead to a career in a customer related environment at a higher operation or supervisory level.

Learners wanting to develop their knowledge and skills by progressing on further qualifications can benefit from the following:

 Level 3 Diploma in Business Administration (QCF)

 Level 4 NVQ Diploma in Business Administration (QCF)

 Level 4 NVQ Diploma in Customer Service (QCF)

 Level 3 Diploma in Management (QCF)

 Level 4 Diploma in Project Management (QCF)

 Level 4 NVQ Diploma in Management (QCF)


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