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ONLINE QUALIFICATION

Level 3 Diploma in Customer Service (RQF)

£285.00

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Level 3 Diploma in Customer Service (RQF)

About the Level 3 Diploma in Customer Service

The Level 3 Diploma in Customer Service is a regulated customer service qualification awarded by Focus Awards. It is designed to develop relevant knowledge and skills for customer-facing environments and career progression.

The qualification number is 601/6780/4. It carries 55 credits, includes 310 Guided Learning Hours and has 550 Total Qualification Time.

This Level 3 Diploma in Customer Service pathway focuses on customer communication, customer needs and expectations, service delivery, problem solving and professional customer care at the appropriate qualification level.

The qualification can be checked through the Ofqual Register of Regulated Qualifications.

Who Is This Level 3 Diploma in Customer Service Course For?

This Level 3 Diploma in Customer Service course is suitable for learners who want to build recognised customer service knowledge and skills.

  • Experienced Customer Service Staff
  • Customer Service Advisers Progressing to Greater Responsibility
  • Staff Handling Complaints, Feedback or Service Improvement
  • Customer Relations and Customer Experience Staff
  • Learners seeking an advanced Level 3 customer service qualification

What You Will Learn on the Level 3 Diploma in Customer Service

The course develops customer service knowledge and practical skills aligned with the qualification structure and assessment criteria.

Organise Service Delivery

Plan customer service delivery around customer needs, segmentation, journeys and organisational objectives.

Customer Service Environment

Understand customer service models, brands, continuous improvement, organisational values and legislation.

Customer Retention & CRM

Explore customer experience, CRM, loyalty, retention, recovery and satisfaction measurement.

Resolve Problems & Complaints

Apply structured approaches to customer problems, complaints, negotiation and resolution.

Customer Feedback

Gather, analyse and interpret customer feedback to recommend service improvements.

Business & Professional Development

Develop business knowledge, professional development and workplace equality, diversity and inclusion.

Qualification Structure: SJA 12-Unit, 55-Credit Pathway

Learners must achieve 55 credits: all 6 mandatory Group A units totalling 31 credits, at least 15 credits from Optional Group B, and no more than 9 credits from Optional Group C. SJA's fixed pathway achieves exactly 55 credits across 12 units, with 17 optional Group B credits and 7 optional Group C credits.

Qualification Units

Unit TitleUnit ReferenceLevelGLH
Organise and deliver customer serviceL/506/2150327
Understand the customer service environmentY/506/2152340
Understand customers and customer retentionJ/506/2910335
Resolve customers’ problemsK/506/2169319
Principles of businessD/506/1942374
Manage personal and professional developmentT/506/2952312
Develop resources to support consistency of customer service deliveryY/506/2166321
Resolve customers’ complaintsR/506/2151322
Gather, analyse and interpret customer feedbackD/506/2170324
Support customer service improvementsT/506/2160212
Negotiate in a business environmentH/506/1912318
Promote equality, diversity and inclusion in the workplaceT/506/1820315

Entry Requirements

Minimum age: Learners should be at least 16.

Entry requirements: Current Focus Awards information states that there are no specific entry requirements. SJA will nevertheless complete suitability checks and confirm evidence access before registration.

Practical and Workplace Evidence Requirements

The qualification is internally assessed through a portfolio of evidence. Practical criteria must be supported by valid and authentic evidence.

Evidence may include assignments, reports, questioning, workplace products, witness testimony, assessor observation and Recognition of Prior Learning where appropriate.

How You Will Be Assessed

The qualification is internally assessed through a portfolio of evidence covering the required learning outcomes and assessment criteria.

Evidence may include assessor observation, witness testimony, learner products, worksheets, assignments, projects, reports, oral and written questioning, learner or peer reports and Recognition of Prior Learning where appropriate.

There is no traditional final written examination specified for these qualifications. Assessment focuses on demonstrating the required knowledge and, where applicable, practical competence.

Study the Level 3 Diploma in Customer Service Online

The Level 3 Diploma in Customer Service Online course allows you to complete learning, assignments and portfolio development flexibly through SJA Global Academia.

Study around work, family and other commitments while receiving structured support throughout the qualification.

Tutor and Assessor Support

SJA supports learners from eligibility checking through portfolio completion, internal quality assurance and certification.

Tutor Guidance

Receive support with customer service theory, unit requirements and written assessment activities.

Assessment Planning

Work with your assessor to understand the evidence required across the qualification units.

Portfolio Evidence Support

Get guidance on suitable assignments, workplace evidence, witness testimony and practical evidence where required.

Constructive Feedback

Receive clear feedback on submitted work and guidance on any additional evidence needed.

Certification and Recognition

Successful learners receive the Focus Awards Level 3 Diploma in Customer Service (RQF), qualification number 601/6780/4.

Focus Awards is an Ofqual-regulated awarding organisation, and the qualification is listed as available to learners.

After assessor confirmation, the portfolio is subject to SJA's Internal Quality Assurance process and any applicable awarding-organisation quality assurance before certification.

SJA normally advises approximately 3–5 weeks for certification after formal completion and assessor confirmation. This is an estimate rather than a guaranteed issue date.

An electronic certificate is provided as standard. A printed certificate may be requested for the applicable administration and postage or courier charge.

Customer Service Career Progression

  • Senior Customer Service Adviser
  • Customer Relations Officer
  • Customer Experience Support
  • Complaints Handler
  • Service Improvement Support
  • Customer Service Team Leader

Progression After the Level 3 Diploma in Customer Service

Why Choose SJA for the Level 3 Diploma in Customer Service?

Study a regulated Level 3 Diploma in Customer Service with flexible online access and structured assessment support.

Regulated Qualification

Work towards a recognised Focus Awards qualification with a verified qualification number.

Flexible Online Study

Complete learning and portfolio work around your existing commitments.

Portfolio-Based Assessment

Demonstrate achievement progressively through evidence rather than relying on a single final examination.

Expert Tutor & Assessor Support

Receive guidance throughout learning, assessment, feedback and quality assurance.

Start from £14.99

Use SJA's flexible starter-payment route where applicable, with no interest or administration charge.

Clear Progression Route

Build customer service knowledge that can support progression to higher-level qualifications and greater workplace responsibility.

Frequently Asked Questions

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