Customer Service Level 3 - Qualifications 
Overview
Customer Service is a fully-funded qualification designed for those whose role is dedicated to customer service. Learners could be working in sales, retail, administration, contact centres, health and social care, and many other industries.
The qualification can be used to upskill new or existing staff, with suitable roles including customer service assistants, customer service representatives, receptionists, customer relationship managers, co-ordinators and team leaders.
Customer Service is available as an NVQ as well as an apprenticeship.
Key information
To be eligible for apprenticeship funding, the apprentice must be employed for more than 16 hours per week and based in Wales.
The qualification can begin at any point in the year, and is delivered for groups and/or individuals via a blended learning approaching through Teams/Skype/Zoom as appropriate. The learners will typically have sessions and meetings with the tutor assessor every 3 to 4 weeks.
Mandatory units
- Understand the customer service environment
- Organise and deliver customer service
- Understand customers and customer retention
- Resolve customers’ problems
- Manage personal and professional development
- Principles of business
Optional units
Your tutor/assessor will work with you to identify which optional units suit your role and responsibilities, however we recommend:
- Communicate verbally with customers
- Communicate with customers in writing
- Deal with incoming calls from customers
- Make telephone calls to customers
- Process information about customers
- Resolve customer service problems
- Use social media to deliver customer service
- Develop customer relationships
- Buyer behaviours in sales situations
- Resolve customer complaints
As part of the apprenticeship, both the mandatory and optional units will be assessed as an evidence based e-portfolio, which will include knowledge and competency based activities. These can include work-based case studies, witness statements, observations, personal statements and knowledge questioning.