12 hours a week min (350 hours overall)
The Pearson BTEC Customer Service Diploma Level 3 (QCF) is for learners who work in, or who want to work in customer service. The qualification gives learners the opportunity to:
Achieve a nationally recognised, Level 3 vocationally-related qualification in customer service giving them the underpinning knowledge to work in a customer focused environment.
There is no requirement for prior qualifications. All applications are assessed on an individual basis.
No prior knowledge, understanding, skills or qualifications are required before learners register for this qualification, however it is likely that they will be seeking work within the customer service sector, or they may already be employed in a cross-sector role or function.
What will I learn?
The qualification gives learners the opportunity to:
Course content ranges from (See Syllabus):
Learning will be via Distance Learning. Your course will be delivered through online assessment using our latest Virtual Learning Environment, one to one tutorials with your Tutor (phone, e-mail & face-to-face Skype) and group web based webinars. (See Study Style)
You will be expected to typically commit to a minimum of 12 hours per week independent study to suit your personal circumstances. This is the recommended guideline to support you to achieve.
Learners must be in employment or voluntary work on a programme so that they can develop and demonstrate the occupational competence required.
The awarding body is Edexcel:
Customer Service Diploma Level 3 – (QCF)
This qualification, accredited on the Qualifications and Credit Framework (QCF), helps boost learners’ career prospects by giving them the skills, knowledge and understanding that employers look for. They also provide career development opportunities for those already in work.
55 credits required in total
There are a range of assessment techniques for the subjects covered which include online assignments using our Virtual Learning Environment, reflective accounts, witness testimonies, subject related discussions with your tutor and developing projects. These are all assessed at either pass or fail.
No formal qualifications are required. Just your drive and enthusiasm to take and finish the course.
Organise and deliver customer service (5 Credits)
Understand the customer service environment (5 credits)
Resolve customers problems (4 credits)
Principles of business (10 credits)
Understand customers and customer retention (4 credits)
Manage personal and professional development (3 credits)
Develop Customer Relationships (3 credits)
Build and Maintain Effective Customer Relations (6 credits)
Employee Rights and Responsibilities (2 credits)
Deliver Customer Service to Challenging Customers (3 credits)
Communicate with Customers in writing (3 credits)
Resolve Customers’ Complaints (4 credits)
Learners who achieve the Pearson BTEC Level 3 Diploma in Customer Service (QCF) can progress to the Pearson Edexcel Level 4 NVQ Diploma in Customer Service (QCF). Alternatively, learners could choose to progress to management qualifications at Level 3, including:
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:
Students are able to progress into Higher Education or enhance their career prospects. Students primarily progress to Higher Education study in areas related to Business, Economics and Accounting. These may include some of the following areas of Degree level study: Business Studies, Marketing, Economics, Accountancy, Business Management, Trading and Finance related degrees.
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Welcome to Ixion College. Ixion College is a brand owned by Ixion Holdings (Contracts) Ltd. Your learning agreement, should you wish to take a course with Ixion College, will be with Ixion Holdings (Contracts) Ltd under Ixion's UKPRN 10033758.
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