About the course:

This qualification is designed for those who have experience and understanding of working in a customer service sector and wish to improve their knowledge, skills and performance. This is useful when the student is in search of career progression within this sector.

Course Structure:

This course comprises of compulsory and optional units. Students are expected to obtain at least 55 credits in order to qualify for this award.

The criteria is as follows:

  1. 31 credits from Mandatory Group A  
  2. A minimum of 15 credits from Optional Group B 
  3. A maximum of 9 credits can come from Optional Group 

Course Content: 

  1. Organise and Deliver Customer Service
  2. Understand the Customer Service Environment
  3. Resolve Customer’s Problems
  4. Principles of Business
  5. Understand Customers and Customer Retention
  6. Manage Personal and Professional Development

Optional units:

The optional units cover a wide variety of roles within customer service including:

  1. Resolve Customers Complaints
  2. Communicate Verbally with Customers
  3. Gather, Analyse and Interpret Customer Feedback


What are the entry requirements?

There are no formal entry requirements needed in order to join this programme, however, if an A*/9 - C/4 grade in English or Maths at GCSE, or a Level 2 Functional Skill has not be obtained by the candidate then an additional qualification in level 2 functional skills English and/or Maths will be undertaken to ensure there is a smooth progression throughout the course. Experience in an appropriate customer service role is essential for the qualification. Preceding enrolment, an assessor will meet with you to discuss your work experience to ensure it is sufficient in providing the evidence required.

Placements/Work Placements

As this qualification is competence based, it is essential that the student is currently working in a customer service setting. This ensures the student has a vast learning experience which may be used to provide evidence and for specific competencies.

Awarding Body: Edexcel

Assessment Method: For this course, there are a variety of ways in which students will be assessed which are listed below. Each assessment format assesses your skills and progression throughout the course.

Modes of assessment include:

  1. Observation
  2. Questioning
  3. Professional discussions
  4. Witness testimonials
  5. Candidate work products
  6. Statements

Qualification: Diploma in Customer Service Level 3 

Course Mode: Part Time

Start Date: Flexible

Progression route?

Students may use this qualification to further progress to employment.

What are the training costs?

The Current legislation regarding apprenticeships states that those undergoing an apprenticeship programme must be employed. Hence, apprentices must be paid the minimum statutory pay for apprentices and contractually employed on a full-time basis. The employers are responsible for these fees. 

If you would like more information regarding the Apprenticeship Levy, 

please read the following information:

  1. Apprenticeship Levy
  2. Apprenticeships Reforms
  3. Key Points


The new Apprenticeship Reforms actualise from April 2017 with an innovative funding system beginning on 01 May 2017.
The following information establishes the key points that we currently know:

  1. Pay bill over £3m p.a. = Employer Levy @ 0.5% of total pay bill for UK-based staff
  2. Pay bill less than £3m p.a. = Employer Co-Investor @ 10% (Government pays 90%)
  3. Pay bill less than £3m p.a. and less than 50 employees = Employer Waiver @ 100% Government funded for 16-18 year old apprentices and employer 10% co investment for 19 plus
  4. A supplementary £1000 incentive for all employers and providers for taking on a 16-18 year old Apprentice and / or 19-24 year old previously in care or with an Education and Health Care plan



Are there any additional costs?

There may be additional fees to cover for the cost of textbooks needed for the course.