Diploma in Customer Service

Level 3 Diploma in Customer Service

Level 3 Diploma in Customer Service is 55 credits Ofqual regulated qualification. This qualification is for those who are in a senior or supervisory position in a customer service role and are looking to develop their skills, knowledge and understanding.

Level: 3

Awarding Body: iCQ

This is 55 credits Ofqual regulated qualification at Level 3. The course contents cover the core knowledge and skills of resolving customers’ problems, organising and delivering customer service, understanding customer service environment, using social media to deliver customer service and managing personal and professional development.


⦁ Principles of business
⦁ Understand customers and customer retention
⦁ Resolve customers problems
⦁ Organise and deliver customer service
⦁ Manage personal and professional development
⦁ Understand the customer service environment
⦁ Gather, analyse and interpret customer feedback
⦁ Use social media to deliver customer service
⦁ Build and maintain effective customer relations
⦁ Negotiate in a business environment
⦁ Promote equality, diversity and inclusion in the workplace

Entry Criteria

Learners should be aged 16 and above to take this course. There are no formal entry requirements. However, the College will ensure that learners have the necessary qualifications, skills, potential and the opportunity to successfully gain the qualification.

English Language Requirement

For those whom English is not their first language we recommend the following standards of proficiency in English language skills or an approved equivalent for this qualification:

  • IELTs 5.5
  • Common European Framework of Reference (CEFR) B2
  • Cambridge English Advanced (CAE) 162 or above
  • Pearson Test of English (PTE) Academic 42-49

If an international learner does not have formal certification in English, we offer him/her four weeks of free English language classes to enable him/her to meet an appropriate standard in English for this qualification.


Partner Universities for Progression from ATHE Level 3 Diploma to Bachelor's Degrees