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Duration: 16-24 weeks
Credits : 65
Enrol: Anytime
Fees: £950* + VAT
Course Video
How you’ll study
This course is studied 100% online.
Course Duration
Study this course over minimum 16 weeks.
Start dates
Start any day of the week. Onboarding happens within an hour.
Ofqual Approved
Approved by Ofqual in the UK and Globally recognised.
Comprehensive study material
Learning material includes recorded lectures, presentations, ebooks specific for each unit, case studies, articles, handouts, assignment brief.
Assessment
There are no exams. Assessment via assignments on which feedback is given.
Overview
This Level 3 qualification has been developed to equip learners with the underpinning knowledge required to pursue senior customer service roles across a wide range of industries. Covering key themes including customer retention, complaint resolution, business principles and service delivery, the course provides a comprehensive foundation for career advancement or progression to higher-level study. With a Total Qualification Time (TQT) of 240 hours and 220 Guided Learning Hours (GLH), this qualification has been allocated UCAS points and is assessed through a portfolio of evidence. It is suitable for adult learners aged 19+ who may be changing career or entering a new sector.
Modules
Mandatory Units: (4 mandatory units)
• Unit 01 – Understand the Customer Service Environment
• Unit 02 – Principles of Business
• Unit 03 – Understand How to Resolve Customers' Problems or Complaints
• Unit 04 – Understand Customers and Customer Retention
Optional Units (learners must complete 3 from the following):
• Unit 05 – Understand How to Monitor Customer Service Interactions and Feedback
• Unit 06 – Understand How Knowledge Resources and Service Partnerships Support Customer Service Delivery
• Unit 07 – Understand Sales Activities in a Contact Centre and How to Close a Sale
• Unit 08 – Understand How to Obtain and Analyse Sales-Related Information
• Unit 09 – Understand Equality, Diversity and Inclusion in the Workplace
• Unit 10 – Understand How to Manage Performance and Conflict in the Workplace
• Unit 11 – Understand How to Manage Incidents and Collaborate with Other Departments in a Contact Centre
• Unit 12 – Understand How to Use Social Media Tools and Channels
Entry Requirements
• Must be 16 or over.
• Level 2 Functional Skills in English and Maths (or equivalent international qualifications) accepted.
• Applicants without the required GCSEs can study Level 3 with UK Versity subject to meeting entry requirements.
Progressions
On completing this qualification, learners may progress to:
• NCFE Level 3 Diploma in Customer Service
• NCFE Level 4 NVQ Diploma in Customer Service
• Higher education study at university or FE college
• Employment in senior customer service, contact centre management, or sales roles across sectors including Retail, Travel and Tourism, Health and Social Care, and Engineering
Certification
The NCFE Level 3 Certificate in Principles of Customer Service is awarded by NCFE CACHE. UK Versity Online Limited (Number 8465520) is an accredited and approved delivery centre for NCFE qualifications.
Key Facts
• Awarding Body: NCFE CACHE
• Level: RQF: Level 3
•. TQT: 240 hours | GLH: 220 hours
• Duration: 4–6 months
• Methods of Study: Online / Distance Learning / Part-time
What Our Learners Say
Why Choose UK Versity?
Student Centered Approach
Ofqual approved courses. Taught in supportive environment allowing fastrack completion. Affordable and Fees.
Comprehensive learning resources including presentations, ebooks, articles, handouts, recorded lectures and case studies
Experienced lecturers
All lectures are minimum 10+ years of teaching experience and are masters and PGCE qualified
Live zoom sessions tutorials
Over 10,000 lectures delivered since 2015
Flexible and Self-Paced learning
Learn from Anywhere and Anytime.
24 x 7 access on any device.
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