BTEC Level 3 Diploma in Customer Service


You don’t need to be working in this sector to gain this qualification, but it helps.

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What is the L3 Diploma in Customer Service Combined Qualification?


The Pearson BTEC L3 Diploma in Customer Service is for learners who work in, or who want to work in customer service roles such as:

  • Tele Sales
  • Customer Services Operator
  • Customer Services Supervisor
  • Receptionist
  • Secretary


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


To find out more about NVQ’s please visit the main page. Alteritively, if you want to find more information on the BTEC Level 3 Diploma in Customer service qualification, please click here.


Mandatory Units


-1 – Organise and Deliver Customer Service

-2 – Understand the Customer Service Environment

-3 – Resolve Customers’ Problems

-4 – Principles of Business

-5 – Understand Customers and Customer Retention

-6 – Manage Personal and Professional Development


Optional Units (15 Credits Min)

-7 – Develop Resources to Support Consistency of Customer Service Delivery

-8 – Use Service Partnerships to Deliver Customer Service

-9 – Resolve Customers’ Complaints


.(lots of choices – 36 units all in all)


-43 – Employee Rights and Responsibilities

-44 – Processing Sales Orders

-45 – Bespoke Software



Entry Requirements


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 business administrative sector, or they may already be employed in a cross-sector role of function that involves responsibility for carrying out and managing business administrative operations and functions.


Contact us through the contact page.

Awarding Organisation (AO)

Pearson (Edexcel)


Assignments, Portfolio of Evidence