EDI Level 3 NVQ in Customer Service
Qualification summary
The aim of this qualification is to contribute to the skills, knowledge and overall performance of the industry's workforce. It provides an insight into the principles and processes of the delivery of customer service and will aid career progression.
The EDI Level 3 NVQ in Customer Service provides an up-to-date qualification that is in line with industry needs and presents an opportunity for individuals to progress within their present and future roles.
This NVQ is designed to enhance the skills, knowledge and experience of those people working in a service delivery role in a wide variety of organisations.
Qualification details
NVQ - National Vocational Qualification
Accreditation start date:
Operational start date in centres:
For information on the approval of qualifications for funding in England, Wales and Northern Ireland, see the links to DCSF, DIUS, DCELLS, DELNI and DENI below.
When undertaking a qualification that does not appear on the governments' lists as eligible for funding for specific age ranges, users must be aware of legal requirements. Not all qualifications are suitable for all age ranges.
For further information on 14-19 qualifications offered in England, please refer to the DCSF
Section 96 website.
For further information on 19+ qualifications offered in England, please refer to the DIUS
Section 97 website.
For further information on Wales, visit the
DCELLS website.
For further information on Northern Ireland, visit the
DELNI and
DENI websites.
Learners may progress on to the NVQ level 4 in Customer Service or on to Management qualifications. They may also progress on to more senior positions within employment.
No specific job occupation
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15 Business, Administration and Law
Candidates must complete all units in Group A, plus six other units (at least one from each theme). Total eight units
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A -
Mandatory units
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R/103/6284 - Understand customer service to improve service delivery
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Y/103/6285 - Know the rules to follow when developing customer service
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B -
Optional - Impression and Image Theme
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A/103/6277 - Make customer service personal
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F/103/6278 - Go the extra mile in customer service
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J/103/6279 - Deal with customers in writing or using ICT
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T/103/6312 - Use customer service as a competitive tool
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A/103/6313 - Organise the promotion of services or products to customers
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C -
Optional - Delivery Theme
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J/103/6282 - Deliver customer service on your customers' premises
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L/103/6283 - Recognise diversity when delivering customer service
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F/103/6314 - Deliver customer service using service partnerships
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Y/103/6318 - Organise the delivery of reliable customer service
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K/103/6792 - Improve the customer relationship
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D -
Optional - Handling problems Theme
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D/103/6790 - Monitor and solve customer service problems
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D/103/6319 - Apply risk assessment to customer service
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Y/103/6321 - Process customer service complaints
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E -
Optional - Development and Improvement Theme
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H/103/6791 - Work with others to improve customer service
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J/103/6329 - Promote continuous improvement in customer service
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J/103/6332 - Develop your own and others' customer service skills
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M/103/6339 - Lead a team to improve customer service
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R/103/6348 - Gather, analyse and interpret customer feedback