Customer Service Level 3 NVQ Diploma

Adult Skills & Training

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Course introduction

To achieve the level 3 NVQ Diploma in Customer Service the learner must achieve a minimum of 42 credits overall, of which a minimum of 22 credits must be at level 3, additional credits may be chosen from level 2 units.  The units are selected from a wide variety of Customer Service tasks which will be chosen to best suit the candidate's job role and responsibilities.  The number of units completed will depend on the credit value of the units chosen.

Mandatory Units:
301 – Demonstrate understanding of customer service.
302 – Demonstrate understanding of the rules that impact on improvements in customer service.

Course structure

An NVQ Diploma is a level 3 qualification designed to be completed in the workplace.  It is a competence based qualification, where the candidate will produce a portfolio of evidence to meet performance criteria and demonstrate knowledge in their chosen area.

Minimum entry requirements

This course is designed for anyone who is working at a supervisory level or has a level of responsibility within a customer service environment.

How will I be assessed?

  • A fully qualified assessor will visit you at work once every two weeks for approximately 90 minutes.
  • You will receive support and guidance throughout your NVQ Diploma.
  • You will receive feedback on work produced.
  • We will be flexible and fit in with the needs of your business and job requirements.
  • Your work will be sampled on an ongoing basis by a qualified verifier.

Information & support

The Skills Development Team can assess your specific learning support needs and give specialist help for hearing or visually impaired students and those with specific learning difficulties. 

Experienced and competent staff at our adult learning centres can help you decide on your course and progression options. If you feel you would benefit from more in depth careers advice please contact:

The national careers advice service - National Phone/email service - or 0800 100 900 (available from 08:00 to 22:00, 7 days per week).

Practical help and advice is also provided to assist students with any kind of disability or individual need, including people for whom English is not their first language. Please contact our centre staff to discuss your needs prior to starting your course.

What can I do with this qualification?



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