Course overview

This course is also available as part of an Apprenticeship

Awarded by City & Guilds, this qualification is ideal if you are working (or volunteering) in a customer service role where you have some responsibility for developing the quality of the customer service delivery.

This programme is work-based; therefore you will not be required to come into college. Instead one of our work-based learning assessors will visit you in your place of work to support and assess you at regular intervals throughout your qualification.

Course materials will be provided via our online Virtual Learning Environment (VLE), meaning you can access these in your own time, at work or at home, or even on the move.

The knowledge you will gain from undertaking this qualification, alongside the practical experience you will be accumulating through employment or work experience, will enable you to do your job more effectively and boost your career prospects with customer service roles.

If you are not already employed in a customer service environment, but are interested in undertaking this programme, please contact us for an informal discussion about your options, as we may be able to help you source a customer service apprenticeship position within a suitable organisation.

Key facts

  • Attendance: All study and training on this programme is work-based; therefore you will not be required to attend college. Instead you will be supported by one of the College’s work-based learning assessors and will be mentored by your supervisor in the workplace; all tuition, support and assessment will be provided in the workplace, online and via email and telephone contact.
  • Duration: 18 months
  • Start date: You may start this programme at any time during the year.
  • Location: You must be working within a 90 minute radius of Huntingdon (Cambridgeshire), Potters Bar (London) or Leeds (West Yorkshire). If your business is located outside of this area, please contact us as we may be able to meet your training needs.

Course content

This course is also available as part of an Apprenticeship

In order to fulfil the required level of customer service training, the following course units will be mandatory:

  • Organise and deliver customer service
  • Understand the customer service environment
  • Understand customers and customer retention
  • Principles of business
  • Manage personal and professional development
  • Resolve customers’ problems

You will then choose from a range of optional units, examples of these include:

  • Promote additional products and/or services to customers
  • Develop customer relationships
  • Champion customer service
  • Use social media to deliver customer service
  • Buddy a colleague to develop their skills
  • Negotiate in a business environment
  • Manage team performance

Assessment

Course assessment consists of completing a portfolio and passing work-based practical assessments.

Entry requirements

This course is also available as part of an Apprenticeship

There are no formal academic entry requirements. However, you must either be employed (or volunteering) in an organisation where you have regular contact with customers and have the opportunity to influence service delivery for the benefit of the customers and the organisation.

 

Course fees

We offer two different payment options; payment in full, or our ‘Pay as You Learn’ monthly payment scheme – details on both of these payment options can be found here. Sources of financial help can be found on our student finance page.

Before making any change in your financial undertakings it is recommended that you seek advice from an independent source, for example the Money Advice Service.

Please note that course fees listed below apply to courses starting before the 1 May 2017. Fees for courses starting on, or after, 1 May 2017 will be published in due course.

Level 3 NVQ Diploma in Customer Service

Age at start of course Annual Fee Scheme (?) Pay as You Learn Scheme (?) Awarding Body Fees*
16-18 £995 £74 per month £146
19+ £2,573 £177 per month £146
Overseas Not available Not available Not available

This course is also available as part of an Apprenticeship – view fees

If you are over 19 years of age you may be entitled to apply for an Advanced Learner Loan to help fund your studies! Find out more… 

*Awarding Body Fees are recharged at cost and may be subject to change.

These are current figures and may be subject to change.

The differences in course fees reflect the level of funding that is available as a result of government policies and priorities. These may be the result of age, employment status, previous education achievements or location for example, and are outside the control of The College of Animal Welfare.

What next?

Gaining a formal qualification in customer service puts you in an excellent position as the skills learnt through work-based customer service training can be applied to a wide range of industries.

On completion of this course many students go onto undertake a higher level qualification, or complete formal training in a related subject, such as business administration or leadership and management, in order to expand on their existing skillset.

Testimonials

What our students say:

“I have enjoyed learning new skills and applying some of these to my current job”
“The tutors are very helpful and supportive and provide me with regular reviews on my progress”
“The course fits around my everyday work making this easy to complete”
“The tutors are extremely helpful and always manage to find time to provide support and answer any queries”