Customer Service L3

• Programme Overview
• Programme Structure
• Other Information

• This level 3 qualification is suited to staff who work directly with customers and may also manage customer service as an area of responsibility. Candidates must show competence in organising, monitoring and improving customer service as well as good delivery. For instance this may cover developing a customer loyalty scheme to dealing with angry customers and complaints right through to dealing with the issues of your organisations terms and conditions to external consumer legislation.

  Learners will be able to choose one of the following routes:

  • Generic
  • Call Centres

  You will gain more knowledge about the rules to follow when delivering customer service, work with colleagues to solve customer service problems and improve the customer experience. Upon successful completion of the level 3 Customer Service NVQ you will be able to work more autonomously and have gained more adequate skills and competencies to be responsible for, manage and train your team.

• Framework Structure

  Learners will need to achieve the following two NVQ mandatory units:
  - 301 Demonstrate understanding of customer service
  - 302 Demonstrate understanding of the rules that impact on the improvements in customer service

  And complete the following five NVQ optional units:
  - 203 Give customers a positive impression of yourself and your organisation
  - 308 Organise the delivery of reliable customer service
  - 309 Improve the customer relationship
  - 310 Monitor and solve customer service problems
  - 223 Develop personal performance through delivering customer service

  Learners following the 'Call Centre' route will complete the following 5 NVQ optional units (your mandatory units are the same as for the generic route).
  - 210 Deal with incoming calls from customers
  - 211 Make telephone calls to customers
  - 220 Deliver customers service to difficult customers
  - 309 Improve the customer relationship
  - 313 Work with others to improve customer service

  Funded learners will also complete the following:
  - Key Skill Application of Number Level 2
  - Key Skill Communication Level 2
  - LAO Certificate in Customer Service Level 3
  - Personal Learning and Thinking Skills

• Programme Length

  Apprenticeships typically take between 6-18 months to complete.

  Other Information

  Qualification and programmes can be subject to change at any time.