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
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.
Skills CFA include the Pearson BTEC Level 3 Diploma in Customer Service as the
competencies component for the Advanced Apprenticeship in Customer Service.
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.