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Pearson BTEC Level 3 Diploma in Customer Service



The Pearson BTEC Level 3 Diploma in Customer Service is for learners who work in,

or who want to work in customer service roles such as.

Customer Service Supervisor

Customer Relationship Manager

Customer Service Team leader

Client Services Officer

Events Coordinator

 

The qualification gives learners the opportunity to

  • develop and demonstrate technical and wider sector-related knowledge to

underpin competence in the job roles stated above. This includes the principles,

and techniques for organising and delivering customer service, building and

maintaining relationships with customers and an understanding of the

legislation and regulations that governs the industry

  • develop and demonstrate a range of technical skills and behaviours that

supports competence in the job roles stated above. This includes resolving

customer problems and complaints, communicating with customers, delivering

non-routine customer service and supporting improvements in customer service

  • develop their own personal growth and engagement in learning through the

development of personal, learning and thinking skills (PLTS)

  • have existing skills recognised
  • achieve a nationally-recognised Level 3 qualification.

 

Relationship with previous qualifications

This qualification replaces the Pearson Edexcel Level 3 NVQ Diploma in Customer

Service that has expired and the Pearson BTEC Level 3 Certificate in Customer Service

which expires 31st December 2014.

 

Apprenticeships

 

Skills CFA include the Pearson BTEC Level 3 Diploma in Customer Service as the

competencies component for the Advanced Apprenticeship in Customer Service.

 

Progression opportunities

 

Learners who achieve the Pearson BTEC Level 3 Diploma in Customer Service can

progress to the Pearson Edexcel Level 4 NVQ Diploma in Customer Service

Alternatively, learners could choose to progress to management qualifications at

Level 3, including:

Pearson BTEC Level 3 Diploma in Management

Pearson BTEC Level 3 Certificate in Management Principles

 

Achieving this qualification also gives learners the opportunity to progress to job roles that require a more complex set of skills and responsibility including leading and managing, for example, Service Delivery Manager, Client Services Manager or Customer Operations Manager.

Industry support and recognition

This qualification is supported by Skills CFA, the Skills Council for pan-sector business skills, which includes the customer service sector.

Relationship with National Occupational Standards

This qualification is based on the National Occupational Standards (NOS) in Customer Service which were set and designed by Skills CFA.