Focus Awards Level 3 Diploma in Customer Service (RQF) Administration
Course Overview
Key Information
Level: 3
Sector: Administration
Qualification type: Occupational
Total Qualification time: 550
Credit Value: 55
Guided Learning Hours: 310
Status: Available to learners
Methods of Assessment: Portfolio of evidence
Minimum age: 16
Qualification Purpose:
The Focus Awards Level 3 Diploma in Customer Service (RQF) is aimed at those learners preparing to enter the customer services sector and those currently working in a customer service role.
The Focus Awards Level 3 Diploma in Customer Service (RQF) aims to provide learners with the skills and knowledge required to organise and deliver customer service, resolve customer problems, understand customers and customer retention. Learners will also have the opportunity to elect optional units that can reflect their preferred route into the customer service environment or expand on their current set of customer service skills.
Age Ranges
Learners should be at least 16 to undertake this qualification.
Geographical Coverage
This qualification is available in England and Northern Ireland.
Learner Entry Requirements
Learners should be competent in literacy and numeracy, preferably at Level 2 to help with elements of communication. This is at the discretion of the cent e as they may decide to use diagnostic testing
methods to ascertain how they can support learners.
Reasonable Adjustments and Special
Considerations
Please refer to the Focus Awards ‘Reasonable Adjustments and Special Considerations Policy’. A copy is available for download from the Focus Awards website at the following url: https://www.focusawards.org.uk/wp– content/uploads/2016/08/Reasonable-Adjustments.pdf
Assessment Methods
Focus Awards have decided that all learners are required to create a Portfolio of Evidence that demonstrates all of the learning outcomes and assessment criteria have been met. This section also includes the types of evidence that are permitted to be included within the portfolio, which include:
- Assessor observation
- Witness testimony
- Learner product
- Worksheets
- Assignments/projects/reports
- Record of oral and written questioning
- Learner and peer reports
- Recognition of prior learning (RPL)
Progression Routes
Learners who achieve this qualification could progress to:
- Level 3 Diploma in Business Administration (RQF)
- Level 2 Diploma in Team Leading (RQF)
- Level 3 Diploma in Management (RQF)
Supporting Material and Useful Websites
- https://focusawards.org.uk/supportingmaterials
- https://ofqual.gov.uk
Course Highlights
Payment Plan
Option 1: Full Payment
£1500
Option 2: Instalment Plan
£300 deposit
2 Monthly Instalment of £600
4 Monthly Instalment of £300
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Qualification Structure
Learners must achieve 55 credits by completion of all mandatory units in group A totalling 31 credits, a minimum of 15 credits from Optional Group B, a maximum of 9 credits from Optional Group C.
Mandatory Units:
Unit Title
Unit reference
Level Credit
Guided Learning Hours
Mandatory Units (Group A) | ||||
Organise and deliver customer service | L/506/2150 | 3 | 5 | 27 |
Understand the customer service environment | Y/506/2152 | 3 | 5 | 40 |
Understand customers and customer retention | J/506/2910 | 3 | 4 | 35 |
Resolve customers problems | K/506/2169 | 3 | 4 | 19 |
Principles of business | D/506/1942 | 3 | 10 | 74 |
Manage personal and professional development | T/506/2952 | 3 | 3 | 12 |
Optional Units (Group B) | ||||
Develop resources to support consistency of customer service delivery | Y/506/2166 | 3 | 5 | 21 |
Use service partnerships to deliver customer service | D/506/2167 | 3 | 3 | 20 |
Resolve customers’ complaints | R/506/2151 | 3 | 4 | 22 |
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Manage a customer service award programme | L/506/2181 | 4 | 4 | 15 |
Manage the use of technology to improve customer service | Y/506/2183 | 4 | 4 | 14 |
Develop a social media strategy for customer service | D/506/2962 | 4 | 5 | 16 |
Optional Units (Group C) | ||||
Negotiate in a business environment | H/506/1912 | 3 | 4 | 18 |
Promote equality, diversity and inclusion in the workplace | T/506/1820 | 3 | 3 | 15 |
Manage team performance | A/506/1821 | 3 | 4 | 21 |
Manage individuals’ performance | J/506/1921 | 3 | 4 | 20 |
Collaborate with other departments | M/506/1931 | 3 | 3 | 14 |
Negotiating, handling objections and closing sales | F/502/8612 | 3 | 4 | 22 |
Obtaining and analysing sales related information | R/502/8615 | 3 | 4 | 24 |
Buyer behaviour in sales situations | K/502/8622 | 3 | 3 | 27 |
Manage incidents referred to a contact centre | K/503/0418 | 3 | 6 | 30 |
Lead direct sales activities in a contact centre team | D/503/0397 | 3 | 4 | 8 |
Manage diary systems | L/506/1807 | 2 | 2 | 12 |
Contribute to the organisation of an event | L/506/1869 | 2 | 3 | 23 |
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