Customer Service Level 3

This qualification gives learners the opportunity to develop the skills and knowledge needed to deliver customer service in a range of industries and contexts.

What does the qualification cover?
Learners will understand what drives customer behaviour and what creates customer retention. Learners are also given the opportunity to explore excellence within customer service, dealing with more challenging scenarios such as complaints and stakeholder engagement. The objective of this qualification is to accredit and develop learners’ skills and knowledge so that they can operate in a wide range of customer service environments.


To gain this qualification the learner will need to:
Learners must achieve a minimum of 55 credits:

  • a total of 31 credits from Group A
  • a minimum of 15 credits from Group B
  • a maximum of 9 credits can come from Group C A minimum of 40 credits must be achieved at level 3 or above.


How long does it take to complete?
Guided Learning Hours are 289-375. Apprenticeships are required to be a minimum of a year and 1 day.


How is it assessed?
Assessments will be carried out with you throughout the course. These may consist of observations, discussions, questioning, witness statements, reflective learning journals and others. All assessments are planned with you beforehand.


Who is it suitable for?
This course is suitable for anyone who works regularly with customers and who will be delivering and managing services such as a sales team supervisors, customer service team leaders, senior sales assistants, department managers, buyer/merchandisers, managers (restaurant, bar, retail, office, warehouse). Candidates will be working without direct supervision, such as in a commercial customer service environment.

This qualification is designed for individuals currently working in a customer service role.


What are the entry requirements?
This qualification is suitable for learners aged 16 and above.

There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 2 qualification.


What could this qualification lead to?
Learners can progress into various job roles in the following sectors:

  • Retail
  • Hospitality and Catering
  • Leisure, Travel and Tourism.

What related qualifications can you progress to?
Learners who achieve this qualification could progress to:

  • NCFE Level 3 Diploma in Management
  • NCFE Level 3 Diploma in Business Administration
  • NCFE Level 4 NVQ Diploma in Customer Service
  • NCFE Level 4 NVQ Diploma in Business Administration