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IQ Level 3 Diploma in Customer Service (QCF)


Qualification Number 601/5051/8
Title IQ Level 3 Diploma in Customer Service (QCF)
Category National
Sector General Skills | Business & Administration
Operational Start Date 02/12/2014
Operational End Date 31/08/2017
Total Units 45 Min Credit 55
Min Guided Learning Hours 289 Max Guided Learning Hours 375
Min Age From 16 Min Age To 100

Qualification Fee : £50.00

This is the administrative fee that IQ charges centres to register a learner on this qualification, and NOT a training fee. All fees include registration, certification and postage (international delivery rates may apply).

Qualification Purpose

For a Purpose Statement, click here

About this Qualification

The IQ Level 3 Diploma in Customer Service (QCF) 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 (QCF) and the Level 3 Diploma in Business Administration (QCF).

Take this Qualification

If you are interested in taking this qualification and would like to find your nearest IQ centre, please give us a call on 01952 457 452 and a member of our team will be happy to help.


To achieve this qualification learners must achieve a minimum of 55 credits: 31 credits from the Mandatory Group and a minimum of 15 credits from Optional Group A. A maximum of 9 credits can come from Optional Group B.

IQ Level 3 Diploma in Customer Service (QCF)
Mandatory GroupMinimum Units:6
 Minimum Credits:31
 T/506/2952Manage personal and professional development3312
 L/506/2150Organise and deliver customer service3527
 D/506/1942Principles of business31074
 K/506/2169Resolve customers’ problems3419
 J/506/2910Understand customers and customer retention3435
 Y/506/2152Understand the customer service environment3540
Optional Group AMinimum Units:3
 Minimum Credits:15
 R/506/2179Build and maintain effective customer relations4625
 D/506/2153Champion customer service4417
 D/506/2119Communicate verbally with customers2314
 T/506/2126Communicate with customers in writing2320
 F/506/2159Deliver customer service to challenging customers2316
 T/506/2143Deliver customer service whilst working on customers’ premises2420
 D/506/2962Develop a social media strategy for customer service4516
 Y/506/2149Develop customer relationships2318
 Y/506/2166Develop resources to support consistency of customer service delivery3521
 Y/506/2135Exceed customer expectations2315
 D/506/2170Gather, analyse and interpret customer feedback3524
 L/506/2181Manage a customer service award programme4415
 Y/506/2183Manage the use of technology to improve customer service4414
 K/506/2172Monitor the quality of customer service interactions3527
 L/506/2133Promote additional products and/or services to customers2214
 K/506/2978Provide post-transaction customer service2522
 R/506/2151Resolve customers’ complaints3422
 T/506/2160Support customer service improvements2312
 A/506/2161Support customers through real-time online customer service2315
 H/506/2977Support customers using self-service equipment2318
 D/506/2167Use service partnerships to deliver customer service3320
 J/506/2163Use social media to deliver customer service2318
Optional Group BMinimum Units:0
 Minimum Credits:0
 J/502/4397Bespoke Software3430
 M/506/1895Buddy a colleague to develop their skills2319
 K/502/8622Buyer behaviour in sales situations3327
 M/506/1931Collaborate with other departments3314
 L/506/1869Contribute to the organisation of an event2323
 L/506/1905Employee rights and responsibilities2216
 D/503/0397Lead direct sales activities in a contact centre team348
 L/506/1807Manage diary systems2212
 K/503/0418Manage incidents referred to a contact centre3630
 J/506/1921Manage individuals’ performance3420
 A/506/1821Manage team performance3421
 H/506/1912Negotiate in a business environment3418
 F/502/8612Negotiating, handling objections and closing sales3422
 R/502/8615Obtaining and analysing sales-related information3424
 M/502/8587Processing sales orders2217
 T/506/1820Promote equality, diversity and inclusion in the workplace3315
 H/506/1814Provide reception services2315


Assessment is by portfolio, internally set and marked and quality assured by IQ. An Achievement Record for this qualification which includes the forms necessary to map and claim knowledge and competence is available to download from the IQ website. Holistic assessment, when appropriate, is encouraged; evidence for each assessment criterion must be clearly mapped.

Evidence for competence-based units in this qualification must demonstrate the learner’s consistent competence in the workplace. They must be met and assessed in line with the appropriate assessment strategy as indicated in the ‘Guidance on Delivery and Assessment’ section of the unit.

Knowledge-based units in this qualification must be assessed using methods appropriate to the assessment of knowledge and understanding. These can be assessed by a variety of methods including:

  • Question and answer test
  • Multiple choice questions
  • Question and answer verbal (ensure records are kept)
  • Essay
  • Other


Many of the units in this qualification feature additional assessment guidance for some assessment criteria. The purpose of this is to clarify and define elements of the assessment criterion as required. Assessment guidance provided is for example purposes only and is not intended to be exhaustive.

This qualification is not graded, successful learners achieve a pass.

Learner Entry Requirements

There are no formal entry requirements. However, learners should be able to work at level 2 or above and be proficient in the use of English Language.

Tutor Requirements

All trainers delivering this qualification must meet the requirements as per the assessment strategy found at the end of this document: Appendix A: Skills CFA Assessment Strategy Competence units (S/NVQ).

Centre Requirements

Centres must be approved by IQ in order to offer this qualification.



Downloadable Resources