Customer Services Qualification NVQ Diploma Level 3

The Level 3 NVQ Diploma in Customer Service is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment.

The work-based programme is suitable for candidates who:

  • can influence what happens at work
  • use the organisation’s rules and systems flexibly to deliver good service
  • question the way things are done and suggest improvements
  • have good communication skills and a wide knowledge of what to do, who to see and where to go to get things done for the customer
  • are aware of the commercial or other pressures facing the rganisation/business


By the end of the programme, employees will benefit from:

  • A clearer understanding of their responsibility within their organisation
  • The opportunity to develop new skills
  • The recognition of existing skills

Employers will benefit from:

  • Improved staff performance and motivation
  • Improvements in the quality of service to customers
  • The opportunity to ensure levels of service are to national standard

Topics covered

To achieve a full Level 3 NVQ in Customer Service, candidates must achieve 8 units made up of 2 mandatory units and 6 optional units, at least one unit from each theme.

NVQ L3 Mandatory units

  • Understand customer service to improve service delivery
  • Know the rules to follow when developing customer service

NVQ L3 Optional units

Theme: Impression and Image

  • Make customer service personal
  • Go the extra mile in customer service
  • Deal with customers in writing or using ICT
  • Use customer service as a competitive tool
  • Organise the promotion of services or products to customers

Theme: Delivery

  • Deliver customer service on your customer’s premises
  • Recognise diversity when delivering customer service
  • Deliver customer service using service partnerships
  • Organise the delivery of reliable customer service
  • Improve the customer relationship

Theme: Handling Problems

  • Monitor and solve customer service problems
  • Apply risk assessment to customer service
  • Process customer service complaints

Theme: Development and Improvement

  • Work with others to improve customer service
  • Promote continuous improvement in customer service
  • Develop your own and others’ customer service skills
  • Lead a team to improve customer service
  • Gather, analyse and interpret customer feedback



City and Guilds


Call us today to find out about skills funding opportunities that may exist for your organisation.


To find out more about this programme including minimum numbers, our flexible delivery methods and whether you are entitled to any financial support please contact Vivienne Compton direct on 0845 1306461 or email

  • The National Skills Academy for Manufacturing Testimonial

    The National Skills Academy for Manufacturing (NSA-M) has been created by Industry to raise the level of skills delivery in the manufacturing sector. We do this by developing world class programme content and then assessing, and where necessary upskilling providers to a world class delivery standard, before allowing them to deliver under the Academy brand. Many providers have been un-willing or unable to achieve the standard necessary to deliver Academy programmes. NSA-M has been working with Track Training for 2 years now. Track Training Limited have embraced the NSAM programmes and committed time to achieving the high standard required. NSA-M monitor the delivery quality of our providers by field experts sitting in on sessions of delivery. Track Training has always exceeded the high standard required by NSAM and are one of our best and most trusted providers. With all Trainers and Assessors coming from Engineering and Manufacturing companies, it is their understanding of industry as well as their excellent technical competence that sets them apart from many other providers. They also have a clear focus on quality and customer satisfaction. I can highly recommend Track Training and am privileged to have an association with their dedicated team”.       

    Paul Dawson, South East Regional Manager, The National Skills Academy for Manufacturing

  • Why choose us?

    Improving Business Performance
    through Skills

    Track Training Limited is a quality focused learning provider delivering training solutions to industries across a wide range of disciplines, with a focus on achieving impact.

    We offer client-focused solutions that help drive continuous improvement.  Focused on achieving impact and supporting efficiency our innovative solutions are delivered in the workplace and include: Lean implementation, on-site staff training and development, management development, nationally accredited qualifications, funding search, recruitment selection and lean consultancy support.

    Track Training Limited aims to ensure that the training or developmental activities undertaken will have a positive impact on the future performance of our client's businesses, boosting productivity and profitability, enabling each client to go on to independently realise the full potential of themselves, their staff and technology.