Pearson BTEC Level 3 Diploma in Customer Service




  • Typology


  • Methodology


  • Duration

    12 Months

  • Start

    Different dates available

  • Support service


  • Personal tutor



This qualification is aimed at individuals who will be starting a career in a customer facing role. The Customer Service apprenticeship is designed for people who:
- Are thinking of entering employment for the first time and enjoy working with people
- Have just started a job and believe the qualification could help them in their current job or in a promotion
- Wish to change their career path
- Want recognition of their skills and experience

This qualification gives individuals the foundation to future progression in a range of different roles, which involve customer contact.

Important information


  • Customer Service L3 Support Pack.pdf

Government funding available






Different dates availableNow taking bookings

To take into account

The Customer Service Apprenticeships respond to the employers needs for high levels of customer service skills within a wide range of organisations. The skills gained in this apprenticeship can be transferred across all sectors and apply to many job roles. This apprenticeship is primarily aimed at individuals whose job role is dedicated to customer service as an occupation.

Advanced Apprentices will work in roles such as: • Customer Relationship Managers • Co-ordinators • Team Leaders

There are no formal qualifications required to complete this course as all training is provided.

Upon receiving your request, a member of Academy will contact you to explain how the course is delivered and the sign up process.

Qualifications are delivered in the workplace, so assessors will visit you on a monthly basis with your employer to undertake work towards this qualification.

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  • Customer Care
  • Customer Service Skills

Teachers and trainers (1)

Claire  Shere

Claire Shere


Course programme

To achieve the Pearson Level 3 NVQ Diploma in Customer Service, learners must achieve a minimum of 55 credits.

- Learners must achieve 31 credits from the mandatory units
- 15 credits must be achieved by group B.
- The remaining 9 credits can come from either Group B or C
- 40 credits must be at Level 3 or above.

Mandatory units:
- Unit 1 – Organise and Deliver Customer Service
- Unit 2 – Understand the Customer Service Environment
- Unit 3 – Resolve Customers’ Problems
- Unit 4 – Principles of Business
- Unit 5 – Understand Customers and Customer Retention
- Unit 6 – Manage Personal and Professional Development

Pearson BTEC Level 3 Diploma in Customer Service