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Part-time Level 3 Diploma for Customer Service Specialists

Course Name 
Part-time Level 3 Diploma for Customer Service SpecialistsAvailable for Enquiries
Course Details
Location Workplace
Level Level 3
Start Date Flexible
Duration 15 months
Time of Day Day
Mode of Study Part time
Awarding Body City and Guilds
Offering Code DPL3CUS1W000
Course Overview This course is ideal for those who would like to work in a Customer Service focused environment or for anyone already working in the sector. This qualification can equip learners with the skills to enable them to further their career in the roles of team leader, assistant office manager or supervisory role in the Customer Service sector. The programme will be tailored to suit your job role and working methods and will highlight areas for development.
What You Will Study

You will study the City & Guilds Level 3 Diploma for Customer Service Specialists qualification. The qualification covers a range of topics through 8 mandatory units and 1 optional unit.

Mandatory units:
• Developing self
• Customer service legislation, regulation, policies and procedures
• Effective team working
• Brand, image and reputation
• Business knowledge and understanding in a customer service environment
• Specialist customer service knowledge and skills
• Handling and resolving complex customer service issues
• Improvement to customer service delivery

Optional units:
• Team leading
• Retail operations
• Planning and implementation of a sales campaign(s)
• Marketing management
• Use of social media in own organisation
• Project management
• Coaching and mentoring*

*This unit is achieved through completion of an online multiple-choice test under exam conditions.

How you will Learn You will work with an assessor who will guide you through your programme of learning to produce a portfolio of evidence using e-portfolio, within your workplace.
How You Will Be Assessed Assessments will take place both in the workplace and at College, using an online e-portfolio. You will produce assignments, gather product evidence for your portfolio, be observed by your assessor in the workplace, and complete an online multiple choice test under exam conditions.
Entry Requirements Workplace delivery. You should be working in a role that corresponds with the study program and have sufficient customer interaction in your role.
Attendance Expectations To achieve the specified number of guided learning hours, your employer would need to offer support to allow for study. You will also need to attend scheduled meetings with your assessor to maintain progress.
Fee Information

These fees relate to 2023/2024

£3,600 for 15 months. Additional costs will be incurred where students exceed the 15 months duration.

If you have not already achieved a full level 3 (or above) qualification, there may be funding available to cover the cost of your training.

Funding may also be available to employers wishing to upskill their workforce through this qualification. Contact Business Development for more information on or 01924 789761.

If you are aged over 19 and have achieved a full level 3 qualification, or are aged over 24 you may be eligible for an Advanced Learner Loan from the government to cover your tuition fees.

For more detailed information on individual financial support please contact the Financial Support Team on 01924 789283.

Further Study Completion of the Diploma in Customer Service Level 3 may allow students to progress to a related programme at level 4, including Foundation Degrees.
Career Opportunities This programme will support career progression in a wide range of customer service roles.
How to Apply

Please complete a part-time application form.

If you require an application form please contact Course Information on 01924 789111.

For Further Details

Please contact Business Development on 01924 789761 or email

Open Events

To see our upcoming Open Events and to sign-up for priority entry, please click here:

Course Groups (W) 19+ Loan
Course Groups (W) Services to Business
Subject Area (W) Retail & Customer Service
Client Group (W) 19+
Client Group (W) Business
Search Ref (W) 59150
Website Ref (W) EXNKBCE5NK
Website Ref (W) ZQKZ2B344R
Website Ref (W) 816L0X3FED
Website Ref (W) 578PIIN6NE
Website Ref (W) JG78VD2Y73
Information last amended: 20 July 2023 14:36

Forthcoming Open Events
Open Event

5pm - 7pm, Wednesday, 16 October 2024

Wakefield College & Castleford College

Open Event

10am - 12pm, Saturday, 23 November, 2024

Wakefield College & Castleford College