Location
Workplace
Level
Level 3
Start Date
Flexible
Duration
15 months
Mode of Study
Part-time
Awarding Body
City and Guilds
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.
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.
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 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
You will attend scheduled meetings with your assessor to maintain progress.
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.
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
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59150
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