CUSD3 – VTCT (Skillsfirst) Level 3 Diploma in Customer Service (RQF)
This qualification is now closed for Registrations
Certification end date: 31/07/2026
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)
Related Documents:
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 number | Qualification reference |
CUSD3 | 601/3521/9 |
Group M – mandatory units
RQF unit no | Skillsfirst unit no | Unit title | Unit Level | Credit Value |
D/506/1942 | BUS59 | Principles of business | 3 | 10 |
L/506/2150 | CUS25 | Organise and deliver customer service | 3 | 5 |
Y/506/2152 | CUS26 | Understand the customer service environment | 3 | 5 |
J/506/2910 | CUS27 | Understand customers and customer retention | 3 | 4 |
K/506/2169 | CUS30 | Resolve customers problems | 3 | 4 |
T/506/2952 | ML9 | Manage personal and professional development | 3 | 3 |
Group A – Optional units
RQF unit no | Skillsfirst unit no | Unit title | Unit Level | Credit Value |
D/506/2119 | CUS5 | Communicate verbally with customers | 2 | 3 |
T/506/2126 | CUS6 | Communicate with customers in writing | 2 | 3 |
L/506/2133 | CUS12 | Promote additional products and/or services to customers | 2 | 2 |
Y/506/2135 | CUS14 | Exceed customer expectations | 2 | 3 |
T/506/2143 | CUS15 | Deliver customer service whilst working on customer’s premises | 2 | 4 |
F/506/2159 | CUS18 | Deliver customer service to challenging customers | 2 | 3 |
Y/506/2149 | CUS19 | Develop customer relationships | 2 | 3 |
T/506/2160 | CUS20 | Support customer service improvements | 2 | 3 |
A/506/2161 | CUS21 | Support customers through real-time online customer service | 2 | 3 |
H/506/2977 | CUS22 | Support customers using self-service equipment | 2 | 3 |
J/506/2163 | CUS23 | Use social media to deliver customer service | 2 | 3 |
K/506/2978 | CUS24 | Provide post transaction customer service | 2 | 5 |
Y/506/2166 | CUS28 | Develop resources to support consistency of customer service delivery | 3 | 5 |
D/506/2167 | CUS29 | Use service partnerships to deliver customer service | 3 | 3 |
R/506/2151 | CUS31 | Resolve customers’ complaints | 3 | 4 |
D/506/2170 | CUS32 | Gather, analyse and interpret customer feedback | 3 | 5 |
K/506/2172 | CUS33 | Monitor the quality of customer service interactions | 3 | 5 |
D/506/2153 | CUS35 | Champion customer service | 4 | 4 |
R/506/2179 | CUS38 | Build and maintain effective customer relations | 4 | 6 |
L/506/2181 | CUS40 | Manage a customer service award programmes | 4 | 4 |
Y/506/2183 | CUS41 | Manage the use of technology to improve customer service | 4 | 4 |
D/506/2962 | CUS42 | Develop a social media strategy for customer service | 4 | 5 |
Group B – Optional units
RQF unit no | Skillsfirst unit no | Unit title | Unit Level | Credit Value |
L/506/1807 | BUS13 | Manage diary systems | 2 | 2 |
H/506/1814 | BUS19 | Provide reception services | 2 | 3 |
L/506/1869 | BUS27 | Contribute to the organisation of an event | 2 | 3 |
M/506/1895 | BUS35 | Buddy a colleague to develop their skills | 2 | 3 |
L/506/1905 | BUS39 | Employee rights and responsibilities | 2 | 2 |
H/506/1912 | BUS42 | Negotiate in a business environment | 3 | 4 |
D/503/0397 | CC20 | Lead direct sales activities in a contact centre team | 3 | 4 |
K/503/0418 | CC39 | Manage incidents referred to a contact centre | 3 | 6 |
J/502/4397 | IT301 | Bespoke Software | 3 | 4 |
T/506/1820 | ML10 | Promote equality, diversity and inclusion in the workplace | 3 | 3 |
A/506/1821 | ML11 | Manage team performance | 3 | 4 |
J/506/1921 | ML12 | Manage individuals’ performance | 3 | 4 |
M/506/1931 | ML21 | Collaborate with other departments | 3 | 3 |
M/502/8587 | SA207 | Processing sales orders | 2 | 2 |
F/502/8612 | SA301 | Negotiating, handling objections and closing sales | 3 | 4 |
R/502/8615 | SA302 | Obtaining and analysing sales related information | 3 | 4 |
K/502/8622 | SA304 | Buyer behaviour in sales situations | 3 | 3 |
To find out more please, contact our customer services team on 0121 270 5100 or email us