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Qualification details

EDEXCEL Level 3 BTEC Certificate in Customer Service

Qualification summary

This qualification is designed for learners working within customer service in a supervisory or team leading role. Learners will have the opportunity to develop their knowledge and understanding of customer service. They will gain an understanding of how organisations plan and develop a customer service offer in order to gain competitive advantage, and how effective customer service delivery contributes to customer satisfaction. Learners will also consider the rules that need to be followed when delivering customer service including organisational policies and procedures and key legislation and regulatory requirements. This qualification is assessed through a single onscreen test. It has been approved as a technical certificate on the Customer Service Advanced Apprenticeship framework.

Qualification details

500/3954/4
EDEXCEL - Edexcel Limited
3
VRQ - Vocationally-Related Qualification
Accreditation start date:
01/05/2008
Operational start date in centres:
01/05/2008
Accreditation end date:
30/04/2010
Certification end date:
30/04/2013
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.
English
This qualification is approved as a technical certificate and so forms part of the Customer Service apprenticeship framework.

Learners may progress to employment, eg to roles involving the monitoring and development of the quality of customer service in an organisation, or roles leading teams or departments.

Learners may also progress to other level 3 qualifications such as the Level 3 BTEC National Award/Certificate/Diploma in Business. They may also progress to Level 4 qualifications such as the Level 4 NVQ in Customer Service, or to higher level qualifications such as the Leevl 5 BTEC Award/Certificate/Diploma in Management Studies.
No specific job occupation
  • 15 Business, Administration and Law
    • 15.2  Administration
90
Pass
Multiple Choice Examination
This qualification will be assessed through one multiple choice test. This test will holistically assess the underpinning knowledge and understanding of the core units of the Level 3 NVQ in Customer Service.
View Performance Measures Here
This qualification will consist of two mandatory units.
  • Y/501/6000 - Principles of Customer Service Delivery and Development
  • D/501/6001 - Knowing the Rules to Follow when Developing Customer Service