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Level 3 Diploma in Customer Service RQF

Ofqual-recognised Qualification for Senior Customer Service roles.


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Summary

Price
Save 31%
£800 inc VAT (was £1,160)
Offer ends 31 July 2019
Study method
Distance learning, self-paced
Duration
12 Months
Qualifications
Level 3 Diploma in Customer Service
Level 3 Diploma in Customer Service
Professional What's this?
Regulated What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Overview

The Level 3 Diploma in Customer Service is the qualification for Senior customer service roles such as Customer Service Supervisor and Customer Relationship Manager.

The Learner pays the course fees. This is not a government funded programme, and therefore no government funding available.

Course fee covers everything including certification upon completion.

You must live and work in England, Wales or Northern Ireland to study for this qualification.

This course requires that the learner is currently working in a customer service role in any sector, in England, Wales or Northern Ireland.

The Highfield Level 3 Diploma in Customer Service (RQF), is a recognised qualification for senior roles in customer service and related industries and sectors.

Summary

Key facts of Ofqual Accreditation

  • 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

Estimated Completion time: Flexible duration. Can be completed in 4 to 6 months. Learners can take longer, up to 18 months, no fees are required for extension.

Type of Study – part-time, distance learning

Work requirements: The learner must be working in a customer service role or work placement.

Minimum age entry requirements – 19 years and over. No maximum age entry requirement.

Minimum qualification requirements: No previous qualification required.

Language Requirements: The Learner must be able to read and write in English as this qualification is delivered in English.

Qualifications

Level 3 Diploma in Customer Service
Regulated by Ofqual
Level 3 Diploma in Customer Service
Regulated by Ofqual

Description

Overview of the qualification

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

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 development of their work skills and soft skills.
  • have their existing customer service skills recognised and a nationally-recognised Level 3 qualification.

Key facts of Ofqual Accreditation

  • 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

Who is it 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

Qualification structure

To complete the Level 3 Diploma in Customer Service (RQF), learners must complete a minimum of 55 credits, in the following combination:

• all units contained within the mandatory group

• a minimum of 15 credits from Optional Group A

• a maximum of 9 credits from Optional Group B

During enrolment the learner will receive full details of the Qualification Structure showing all the units, and will be given Information, Advice and Guidance to enable the learner choose the combination of units that meets their needs.

On enrolment, each learner has an Individual Learning Plan that is personalised to their needs, their job role and their career aspirations.

Example Individual Learning Plan for a Customer Service Supervisor:

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,
  • live web seminars (webinars) providing live teaching and tutorials,
  • telephone support,
  • email support,
  • peer support via a course discussion forum, and
  • face-to-face support and feed back during assessment observation visits

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 provides pre-assessment information, advice and guidance, and 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.

To enrol Course Fees can be paid either in one single payment or in monthly instalments for 12 months.

Who is this course 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

Our Courses suit those learners and individuals who want to gain a recognised qualification but are not eligible for government funding, and do not want to get a Loan.

Our discounted fees enable those learners on a tight budget to enrol and study for recognised and accredited qualifications. Course fees can be paid once, in full, or in monthly instalments (no credit checks required).

Requirements

Work requirements: The learner must be working in a customer service role or work placement.

Minimum age entry requirements – 19 years and over. No maximum age entry requirement.

Minimum qualification requirements: No previous qualification required.

Language Requirements: The Learner must be able to read and write in English as this qualification is delivered in English.

Career path

After completing the qualification, learners progress to more senior roles at work, supporting and supervising others. Learners also progress their learning and development by studying either:

Highfield Level 3 Diploma in Management (RQF)

or

Highfield Level 5 Diploma in Operations and Departmental Management (RQF)

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