Level 3 Diploma in Customer Service

About the qualification

Qualification Number: 601/5051/8

SFJ Awards Level 3 Diploma in Customer Service

The Level 3 Diploma in Customer Service is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge, understanding and competence of working in customer service. The qualification is generic, so it is suitable for individuals working or with access to work in a variety of roles in which customer service is a major component.

In the mandatory units, all learners will cover the essentials of organising and delivering customer service, the customer service environment, resolving customer problems, principles of business, personal and professional developing and customer retention.

There are a range of optional units allowing learners scope to choose those areas most relevant to them, including but not limited to: developing resources to support consistency of customer service delivery, service partnerships, complaints, monitoring customer service interactions, verbal and written communication, product promotion, expectations, working on customers’ premises, challenging customers, relationships, service improvements, real-time online customer service, social media, champion customer service, technology, self-service equipment, post-transaction service, negotiation, team performance, equality, diversity and inclusion, interdepartmental collaboration, closing sales, sales information analysis, buyer behaviour, contact centres, diary systems, event organisation, reception services, buddying colleagues, processing orders, bespoke software and employee rights and responsibilities.

This qualification is the combined component of the Advanced Apprenticeship in Customer Service.


Learners who achieve this qualification can progress to a variety of other apprenticeship qualifications using credits already achieved as there is an overlap of units. These include the Level 3 Diploma in Management and the Level 3 Diploma in Business Administration.

Qualification Withdrawal

This qualification is now being withdrawn. No further learners can be registered after 30 September 2022. All certifications of learners already registered on the qualification must be complete by 30 September 2023.

Download Handbook – 601/5051/8