Overview of the qualification 

Level 3 Diploma in Customer Service (RQF) is for learners who work in, or who want to work in Senior customer service roles including Customer Service Supervisor and Customer Relationship Manager.  

Who is this qualification for?  

This qualification is available for learners and prospective learners in England, Wales and Northern Ireland. 

Level 3 Diploma in Customer Service (RQF) is for customer service practitioners who want to have their existing skills in Customer Service recognised and achieve a nationally-recognised Level 3 qualification in Customer Service.  

The learner will be working in job roles such as: 

• Customer Service Supervisor 
• Customer Relationship Manager 
• Customer Service Team leader 
• Client Services Officer 
• Events Coordinator  

Learners undertaking the Level 3 Diploma in Customer Service (RQF) must be in employment so that they can develop and demonstrate the occupational competence required.

The qualification gives learners the opportunity to develop and demonstrate wider knowledge, understanding and technical skills and competence in the senior customer service job roles. 

This includes: 

• the principles, and techniques for organising and delivering customer service, building and maintaining relationships with customers 
• an understanding of the legislation and regulations that governs the industry 
• developing and demonstrating a range of technical customer service skills and behaviours that supports competence in the senior job roles, including resolving customer problems and complaints, communicating with customers, delivering non-routine customer service and supporting improvements in customer service 
• developing their own personal growth and engagement in learning through the 

Key facts of Ofqual Accreditation of the Level 3 Diploma in Customer Service (RQF) 

• Qualification Name: Level 3 Diploma in Customer Service (RQF) 
• Awarding Body: Highfield Qualifications (Highfield Awarding Body for Compliance, HABC)
• Qualification number: 601/4027/6 
• Learning aim reference: 60140276 
• Credit value: 55 
• Assessment method: Portfolio of evidence 
• Guided learning hours (GLH): 289 
• Total qualification time (TQT): 550

Units you will complete (delivered as separate courses): 

1. Organise and deliver customer service 

2. Understand the customer service environment 

3. Understand customers and customer retention  

4. Resolve customers’ problems 

5. Principles of business 

6. Manage personal performance and development 

9. Resolve customers’ complaints  

11. Monitor the quality of customer service interactions 

17. Deliver customer service to challenging Customers 

19. Support customer service improvements 

30. Promote equality, diversity and inclusion in the Workplace 

32. Manage individuals’ performance 

43. Employee rights and responsibilities 

How will Learning be delivered? 

Learning is delivered using a blended approach that includes e-learning via this site, community support, email support, and peer support via a course discussion forum. 

How will learning be assessed? 

Assessment of learning is through a portfolio of evidence, compiled within an e-portfolio. Assessment is supported by a dedicated assessor who also provides post-assessment feedback and support as well.

How long will it take to complete the Qualification? 

Total qualification time for Level 3 Diploma in Customer Service (RQF) for the average learner is 550 hours. 

Of this, 289 hours are expected to be guided learning hours.