CUSD3 – VTCT (Skillsfirst) Level 3 Diploma in Customer Service (RQF)

Qualification summary

The aim of this qualification is to recognise learners’ achievements within the customer service environment. It is also for learners whose job role requires them to deliver continually improving service to customers. These learners may be in roles that carry a customer service specific job title, or their primary responsibility is to deliver excellent service to customers.

This qualification can also be used by learners who may not regard customer service as their primary responsibility, but recognise that customer service competencies are essential to complement their technical skills.

On completion of this qualification you could progress onto the following Skillsfirst qualifications:

  • Level 3 Diploma in Business Administration (RQF)
  • Level 3 Diploma in Team Management (RQF)
  • Level 3 Diploma in Management (RQF)

VTCT (Skillsfirst) Level 3 Diploma in Customer Service (RQF) Handbook

Qualification structure

A minimum total of 55 credits must be achieved to gain the qualification as follows:

All 31 credits must be achieved from the mandatory Group M.

A minimum of 15 credits must be achieved from Group A

A maximum of 9 credits can only be achieved from Group B

A minimum of 40 credits must be at Level 3 or above.

Total Qualification Time (TQT) is 550 hours

Minimum Guided Learning Hours (GLH) are 289

Qualification numberQualification reference

Group M – mandatory units

unit no
unit no
Unit titleUnit LevelCredit Value
D/506/1942BUS59Principles of business310
L/506/2150CUS25Organise and deliver customer service35
Y/506/2152CUS26Understand the customer service environment35
J/506/2910CUS27Understand customers and customer retention34
K/506/2169CUS30Resolve customers problems34
T/506/2952ML9Manage personal and professional development33

Group A – Optional units

unit no
unit no
Unit titleUnit LevelCredit Value
D/506/2119CUS5Communicate verbally with customers23
T/506/2126CUS6Communicate with customers in writing23
L/506/2133CUS12Promote additional products and/or services to customers22
Y/506/2135CUS14Exceed customer expectations23
T/506/2143CUS15Deliver customer service whilst working on customer’s premises24
F/506/2159CUS18Deliver customer service to challenging customers23
Y/506/2149CUS19Develop customer relationships23
T/506/2160CUS20Support customer service improvements23
A/506/2161CUS21Support customers through real-time online customer service23
H/506/2977CUS22Support customers using self-service equipment23
J/506/2163CUS23Use social media to deliver customer service23
K/506/2978CUS24Provide post transaction customer service25
Y/506/2166CUS28Develop resources to support consistency of customer service delivery35
D/506/2167CUS29Use service partnerships to deliver customer service33
R/506/2151CUS31Resolve customers’ complaints34
D/506/2170CUS32Gather, analyse and interpret customer feedback35
K/506/2172CUS33Monitor the quality of customer service interactions35
D/506/2153CUS35Champion customer service44
R/506/2179CUS38Build and maintain effective customer relations46
L/506/2181CUS40Manage a customer service award programmes44
Y/506/2183CUS41Manage the use of technology to improve customer service44
D/506/2962CUS42Develop a social media strategy for customer service45

Group B – Optional units

unit no
unit no
Unit titleUnit LevelCredit Value
L/506/1807BUS13Manage diary systems22
H/506/1814BUS19Provide reception services23
L/506/1869BUS27Contribute to the organisation of an event23
M/506/1895BUS35Buddy a colleague to develop their skills23
L/506/1905BUS39Employee rights and responsibilities22
H/506/1912BUS42Negotiate in a business environment34
D/503/0397CC20Lead direct sales activities in a contact centre team34
K/503/0418CC39Manage incidents referred to a contact centre36
J/502/4397IT301Bespoke Software34
T/506/1820ML10Promote equality, diversity and inclusion in the workplace33
A/506/1821ML11Manage team performance34
J/506/1921ML12Manage individuals’ performance34
M/506/1931ML21Collaborate with other departments33
M/502/8587SA207Processing sales orders22
F/502/8612SA301Negotiating, handling objections and closing sales34
R/502/8615SA302Obtaining and analysing sales related information34
K/502/8622SA304Buyer behaviour in sales situations33

To find out more please, contact our customer services team on 0121 270 5100 or email us