Level 3 Diploma in Customer Service
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About this course

This part-time course aims to provide opportunities for you to demonstrate your understanding of customer service as a competitive tool and to be proactive in finding solutions both internally and externally to your organisation.

You are likely to have significant responsibility for the delivery of both internal and external customer service within your team or organisation. You will demonstrate your ability to analyse and respond to customers on a strategic level, suggesting improvements and leading to their implementation, using software solutions as appropriate.

What will I learn?

In order to gain an NVQ Diploma at Level 3 you will have to prove that you can perform competencies to a nationally recognised standard.

At Level 3 you need to gain evidence for the following two mandatory unit titles which are:

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

You will also need to achieve a variety of optional units that best match your current job role. Your assessor will provide further information on these options. This qualification is very flexible in its structure enabling the organisation and individual to choose the optional units which best suit your work situation.

Entry requirements
You will need to be employed in a customer service role before starting this course.
Study, assessment and qualifications

You will be required to spend time at home or your workplace compiling your portfolio of evidence.

You can join the course at any time throughout the year and there is no final examination for successful completion.

An assessor will be available at the start of the programme of study to help you select your optional units and provide guidance on the most appropriate evidence for your portfolio.

Additional costs and information

The NVQ in Customer Service can be achieved by following one of the routes detailed below:

  • Through accreditation at the workplace. You can be accredited with the skills you use to perform your daily tasks at work. You identify your skills, collect evidence and ask your employer to validate the competency statement. Your assessor will also visit your workplace to carry out workplace observations.
  • Through accreditation of recent prior achievement. If you have been in a job and have been using the skills covered in the units, you can be helped to identify those skills and organise the experience into clearly defined skills e.g. 'I can solve customer problems,' etc. Once you have done this you have to provide a range of evidence to prove it.
  • Through a combination of the above. Each candidate compiles a portfolio of evidence. When you feel you have sufficient evidence to satisfy the unit statements, you can ask for that particular unit to be assessed.

You will need to supply paper, pens and a file. Course and unit accreditation registration is included in your course fee.

What could I do next?
Apprenticeships and Adult Education Funded Courses
The College’s Adult funded courses and apprenticeships prior to 1st May 2017 and apprenticeships with non-levy paying employers post 1st May 2017, are funded by the Education and Skills Funding Agency and part financed by the European Union through the European Social Fund (ESF). ESF supports activities to extend employment opportunities and develop a skilled workforce.