Diploma in Customer Service Level 3 (Framework)

Embedding excellent customer service to grow your business

Who is it for?

The advanced apprenticeship is suited to roles such as customer relations managers, co-ordinators and team leaders where there is a level of accountability and ownership.  Individuals will develop the skills to become confident leaders within your business who will manage your customer journey with a hands-on approach; ensuring that every touch point is an excellent experience no matter what.

Course Details

  • Duration: 15 Months
  • Member: On application
  • Non-Member: On application

All fees subject to VAT

Apprenticeship Jobs »



  • Level 3 Diploma in Customer Service
  • English Functional Skills Level 2 (If required)
  • Maths Functional Skills Level 2 (If required)


  • Programme induction
  • Day release training
  • Training in the workplace
  • Summative assessment throughout the programme
  • Regular progress reviews


  • Within this apprenticeship there is an expectation that 20% of the teaching, learning and development will be undertaken through off-the-job training.


Course Overview

Mandatory units include

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Principles of business
  • Manage personal and professional development
  • Resolve customer problems

Optional units include

  • Work to exceed customer expectations
  • Deliver customer service to challenging customers
  • Use social media to deliver customer service
  • Develop resources to support customer service delivery
  • Obtain and analyse customer data
  • Gather, analyse and interpret customer feedback
  • More optional units available
Personal Learning and Thinking Skills
Employment Rights and Responsibilities

Course Dates

Flexible to suit

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