Course Information

Who is the course for?

Specifically this qualification is suitable for those who are already experienced in a job involving customer service operations and wish to update their knowledge, understanding and skills to improve their performance in a their role. Learners may wish to develop their full potential to communicate with and support customers and may be seeking career progression through jobs involving customer service operations.

What does the course involve?

The Diploma is related directly to the learner's job role and helps to reflect on their performance at work and review their working practices. It provides a personal development opportunity and enhances efficiency within an organisation. 

Candidates must achieve a minimum of 55 credits. Completion of the mandatory units will provide 31 credits. The remainder will be achieved by completing a selection of optional units (depending on credit value and rules of combination). The assessor will guide you on the selection of appropriate units.

Mandatory units:

  • Organise and Deliver Customer Service
  • Understand the Customer Service Environment
  • Resolve Customer’s Problems
  • Principles of Business
  • Understand Customers and Customer Retention
  • Manage Personal and Professional Development

Optional units:

The optional units cover a wide variety of roles within customer service including:

  • Resolve Customers Complaints
  • Communicate Verbally with Customers
  • Gather, Analyse and Interpret Customer Feedback

The assessor will help to identify the most appropriate units for the learner's individual role.

What makes this course special?

  • Real work place experience
  • Earn whilst you learn
  • Industry specific Assessor/Tutor support
  • Remote delivery

There is an opportunity for learners to attend College sessions where applicable and a tutorial programme covering subjects linked to the work environment such as email etiquette, professional letter writing, time management and personal guidance on equality and diversity, safeguarding and money matters.

Our Diplomas are fully supported through our online portfolio system (OneFile).  Candidates have access to their portfolio online in order to upload work, view progress to date (shown as a total percentage) and to contact their dedicated assessor.  The portfolio can be accessed at any time, e.g. at home or in the workplace which makes the submission of work much simpler.

Placements/Work Placements

This is a competence based qualification so it is vital that the learner currently works within a customer service setting. Working within this environment gives the learner real experience to draw from when providing evidence for their diploma and when working towards their specific competencies.

It is important that the learner is working within a senior or experienced customer service position with key responsibilities attached to their role before enrolling onto the diploma.

Entry Requirements

All candidates must be in an appropriate customer service role.  Prior to enrolment, an Assessor will arrange to meet the learners and discuss their job role to ensure that it will afford sufficient scope to provide all of the evidence required.

What are the assessment methods?

There is no requirement to attend College, however you may wish to take advantage of the tutorial sessions and subject specific lessons e.g. Principles of Business. Learning takes place remotely and is supported by BlackBoard VLE and OneFile online portfolio.

The assessor will assess the learner in the workplace, provide an induction onto the online portfolio and through subsequent contact, will carry out observations of you at work, obtain testimonies from colleagues and carry out professional discussions, set knowledge questions and use appropriate work product.

How long is the course?

It is expected that the qualification will take up to 18 months to achieve however, candidates work at their own pace so can achieve as quickly as they wish, taking into account contact with their Assessor.

What are the progression options?

We also offer knowledge based qualifications in Business and Administration, Customer Service and Team Leading at Level 2, which would provide further knowledge on the subjects and are certificated.

Awarding Body

This Diploma is currently awarded by Edexcel.

Further Information