Customer Service Level 3 NVQ Diploma

Adult Skills & Training

Date (from)


Awarding body


Please contact us to register your interest for the next available start date.

City & Guilds


Course introduction

Improve your skills in customer service and increase customer satisfaction thanks to this learning opportunity.

This course is suitable for those working at a supervisory level or with a level of responsibility within the customer service environment.

As a learner you will select a range of units based around customer service skills and techniques best suited to your job role. You must achieve a minimum of 42 credits and the number of units you select will depend on the credit value of the units chosen. 

Mandatory units:

  • Demonstrate an understanding of customer service
  •  Demonstrate an understanding of the rules that impact on improvements in customer service

Teaching & learning

You will be taught through a variety of methods including:

  • One-to-one discussions
  • Presentations
  • Individual research 
  • Case studies and scenarios

Course structure

  • This NVQ diploma has been designed for completion in the workplace. 
  • This NVQ diploma is competence based qualification, where you will produce a portfolio of evidence to meet performance criteria and demonstrate knowledge in your chosen area.

How will I be assessed?

  • One of our qualified assessors will will provide support and guidance throughout completion of your qualification. They will visit your workplace once every two weeks for approximately 90 minutes. 
  • 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 and you will receive feedback on the work produced.

Information & support

  • Completion of this programme usually takes 9 months however this may vary according to each individual.
  • Assessment of specific learning support needs can be assessed by our Skills Development team where necessary.

Course fees & Duration

You may be eligible to receive funding for this qualification depending on your previous level of eduction. Please contact us to discuss this further. 

What can I do with this qualification?

Completion of this programme could lead to progression within your job role or completion of more a advanced qualification in customer service. 


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