VTCT Level 3 Diploma in Customer Service

Qualification Information

Sector: Business and Customer Service Category: Business and Customer Service
VTCT Product Code: CS3D1 GLH: 289 Age Restriction: 16
Qualification Number: 601/4883/4 Units: 10 - 33 Registration End Date: 31st Jul 2023
Level: 3 Minimum Credits: 55

Additional Information


The minimum guided learning hours (GLH) to achieve this qualification is 289 GLH.

Primary Outcome

The primary outcome of the VTCT Level 3 Diploma in Customer Service is to prepare you to enter the customer service sector.


The VTCT Level 3 Diploma in Customer Service (601/4883/4) will enable you to gain the skills and knowledge required to organise and deliver customer service, resolve customer problems, understand the needs of customers and customer retention strategies.

This qualification provides you with the opportunity to demonstrate excellent customer service, to respond to customer issues, to analyse problems and improve the way in which customer service is delivered in an organisation. The optional units cover a range of subjects allowing you to progress into subjects that include team leading, managing a customer service award programme and analysing customer service data.

The mandatory units of this qualification cover the understanding and knowledge to required to understand your customers and know how to resolve their problems and retain their business. You can choose optional units that cover business administration, management and leadership to suit your role. This qualification will provide you with the skills, knowledge and understanding required to work in the customer service sector.

What could this qualification lead to?

The primary outcome of this qualification is to prepare you to enter the customer service sector. There are variety of different career opportunities available, roles include: Customer Relationship Managers, Customer Service Co-ordinators and Customer Service Team Leaders. This is one of two qualifications in customer service at level 3. Whilst both qualifications qualify you to work in the customer service industry, this qualification allows you to gather in a realistic working environment, whereas the VTCT Level 3 NVQ Diploma in Customer Service requires you to gather evidence in a real customer service workplace.

Who supports this qualification?

This qualification is based on the Customer Service National Occupational Standards (NOS) and is recognised by the Federation for Small Businesses as being fit for purpose ensuring learners have the necessary skills and knowledge for a customer service role.

Qualification Structure

Mandatory Group A - from this group you'll need to cover a minimum of 6 components and earn a minimum of 31 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU52 L/506/2150 Organise and Deliver Customer Service 3 5 27
UBU53 Y/506/2152 Understand the Customer Service Environment 3 5 40
UBU54 J/506/2910 Understand Customers and Customer Retention 3 4 35
UBU55 K/506/2169 Resolve Customers' Problems 3 4 19
UBU56 D/506/1942 Principles of Business 3 10 74
UBU57 T/506/2952 Manage Personal and Professional Development 3 3 12

Optional Group B - from this group you'll need to cover a minimum of 3 components and earn a minimum of 15 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU24 D/506/2119 Communicate Verbally with Customers 2 3 14
UBU26 L/506/2133 Promote Additional Products and/or Services to Customers 2 2 14
UBU27 Y/506/2135 Exceed Customer Expectations 2 3 15
UBU28 T/506/2143 Deliver Customer Service Whilst Working on Customers' Premises 2 4 20
UBU31 F/506/2159 Deliver Customer Service to Challenging Customers 2 3 16
UBU32 Y/506/2149 Develop Customer relationships 2 3 18
UBU33 T/506/2160 Support Customer Service Improvements 2 3 12
UBU34 A/506/2161 Support Customers Through Real-time Online Customer Service 2 3 15
UBU35 H/506/2977 Support Customers Using Self-service Equipment 2 3 18
UBU36 J/506/2163 Use Social Media to Deliver Customer Service 2 3 18
UBU37 K/506/2978 Provide Post-transaction Customer Service 2 5 22
UBU38 R/506/2151 Resolve Customers' Complaints 3 4 22
UBU39 D/506/2170 Gather, Analyse and Interpret Customer Feedback 3 5 24
UBU58 Y/506/2166 Develop Resources to Support Consistency of Customer Service Delivery 3 5 21
UBU59 D/506/2167 Use Service Partnerships to Deliver Customer Service 3 3 20
UBU60 K/506/2172 Monitor the Quality of Customer Service Interactions 3 5 27
UBU61 D/506/2153 Champion Customer Service 4 4 17
UBU62 R/506/2179 Build and Maintain Effective Customer Relations 4 6 25
UBU63 L/506/2181 Manage a Customer Service Award Programme 4 4 15
UBU64 Y/506/2183 Manage the Use of Technology to Improve Customer Service 4 4 14
UBU65 D/506/2962 Develop a Social Media Strategy for Customer Service 4 5 16
UBU8 T/506/2126 Communicate with Customers in Writing 2 3 20

Optional Group C - from this group you'll need to cover a minimum of 0 components and earn a minimum of 0 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU17 M/502/8587 Processing sales orders 2 2 17
UBU25 J/502/4397 Bespoke Software 3 4 30
UBU40 L/506/1807 Manage diary systems 2 2 12
UBU41 H/506/1814 Provide reception services 2 3 15
UBU42 L/506/1869 Contribute to the organisation of an event 2 3 23
UBU43 M/506/1895 Buddy a colleague to develop their skills 2 3 19
UBU44 L/506/1905 Employee rights and responsibilities 2 2 16
UBU50 H/506/1912 Negotiate in a Business Environment 3 4 18
UBU66 T/506/1820 Promote Equality, Diversity and Inclusion in the Workplace 3 3 15
UBU67 A/506/1821 Manage Team Performance 3 4 21
UBU68 J/506/1921 Manage Individuals' Performance 3 4 20
UBU69 M/506/1931 Collaborate with Other Departments 3 3 14
UBU70 F/502/8612 Negotiating, Handling Objections and Closing Sales 3 4 22
UBU71 R/502/8615 Obtaining and Analysing Sales-related Information 3 4 24
UBU72 K/502/8622 Buyer Behaviour in Sales Situations 3 3 27
UBU73 K/503/0418 Manage Incidents Referred to a Contact Centre 3 6 30
UBU74 D/503/0397 Lead Direct Sales Activities in a Contact Centre Team 3 4 8

*For full details of the Rules of Combination for this qualification please see the Qualification Specification/Record of Assessment book.


*To find specifications for individual units, click on the "Structure" tab of your chosen qualification, select the unit code in the left hand column and on the new page click on the "Download unit book" tab under the unit title.

Centres approved to run this qualification

VTCT accredits centres to offer our qualifications, but cannot advise which centres are running particular courses at any time. Please contact the centre directly to find out if they currently offering your chosen qualification.

NB: The location displayed for each centre is based upon the centre's main address. The location displayed is not necessarily the only location that the centre can deliver VTCT qualifications from. For further information on a centre's delivery capabilities please select the centre's website address.

Centre Name Telephone Website Location
Barnfield College 01582 569500 Visit website Bedfordshire - Luton
Quality Assurance Training and Consultancy 07725 914304 Visit website Derbyshire
SAKS Education Ltd 01325 341629 Visit website Durham - Darlington
Greater Brighton Metropolitan College 01273 667788 Visit website East Sussex - Brighton and Hove
Debut Training Academy Ltd 01268 560552 Visit website Essex
Essex Training Solutions 07866 121121 Visit website Essex
UK Learning Station 07957 425773 Visit website Essex
International Beauty and Holistic Academy 01452 414770 Visit website Gloucestershire
The Central Manchester College of Health and Beauty 0161 236 7181 Visit website Greater Manchester - Manchester
Pure Learning Partnerships 07825 795816 Visit website Hampshire
Hair and Beauty Industry Training LTD 01388 720272 Visit website Hampshire - Portsmouth
DB Training Ltd 01622693412 Visit website Kent
Retreat Services 07368593077 Visit website Kent
Saks Academy - Maidstone 01622691916 Visit website Kent
The Community College Whitstable 01227 272362 Visit website Kent
The John Wallis Church of England Academy 01233 623465 Visit website Kent
TNB Skills Training - Folkestone 01303 256305 Visit website Kent
Umbrella Training and Employment Solutions Ltd 07816 390512 Visit website Kent - Medway
Avant Partnership 01472 426624 Visit website Lincolnshire - North East Lincolnshire
The World of Work 020 3589 6723 Visit website London - Enfield
Tropics Global Concepts Ltd 020 8691 0766 Visit website London - Lewisham
Evolve Academy Ltd 0161 457 0065 Visit website Manchester
LivAva Training Academy 0151 651 0101 Visit website Merseyside - Wirral
Central College of Health and Beauty Harrogate 01423 527994 Visit website North Yorkshire
L&F Training 07867692924 Visit website Somerset
The Sheffield School of Health and Beauty 0114 275 0201 Visit website South Yorkshire - Sheffield
In House Training Ltd 01924 500647 Visit website West Yorkshire - Kirklees
The Link Training Academy 01484 425500 Visit website West Yorkshire - Kirklees
The White Rose School of Health and Beauty 01484 510625 Visit website West Yorkshire - Kirklees
Guernsey College of Further Education 01481 737500 Visit website Guernsey
Skyline College +27 31 3012494 Visit website Kwazulu Natal
CitySmart Hospitality Management +8424 3728 6161 Visit website Vietnam
Coleg Y Cymoedd - Ystrad Mynach 01443 816888 Visit website Cardiff
Coleg y Cymoedd - Aberdare 01685 887500 Visit website Rhondda Cynon Taff
Coleg y Cymoedd - Nantgarw 01443 662800 Visit website Rhondda Cynon Taff
Coleg y Cymoedd - Rhondda 01443 663202 Visit website Rhondda Cynon Taff