BTEC Level 3

Principles of Customer Service with Principles of Management

This great combination of courses will help you carve out a career by equipping you with the skills to lead and manage teams effectively and deal with customers of all kinds.

With a Level 3 BTEC Award in Principles of Management you will learn about leadership and management styles and building working relationships while honing your skills to drive business performance and manage planning and reporting.

The Level 3 BTEC in Principles of Customer Service will help you understand customer loyalty, retention and satisfaction while influencing change and improvement in customer service.

These advanced Level 3 qualifications are a great pathway into work or an Apprenticeship.





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What to expect from Skills Training UK

  • Energising and well-structured lessons, in small groups.
  • Individual support and mentoring to help you achieve your goals.
  • Access to our virtual learning environment for on-demand videos and materials to reinforce learning.
  • Extra support with English and Maths if you need it.

What does a learner need to do?

  • Attend regular classes either in-person or online.
  • Allow time for project work and study each week.
  • Talk to your training for support and guidance if you need more support.
  • Bring a positive attitude to class and any work experience to make sure you get the most from the opportunity.

Course content

The core units of Level 3 Principles of Customer Service are:

  • Understanding the Customer Service Environment
  • Understanding Customer Loyalty, Retention and Satisfaction
  • Understanding Continuous Improvement in Customer Service
  • Understanding Personal Effectiveness in a Customer Service Work Environment

Additional optional units include Managing Challenging Customers and Situations and Influencing Change and Improvement in Customer Service.

The core units of Level 3 Principles of Management are:

  • Principles of Leadership and Management Styles
  • Principles of Managing Performance
  • Understanding Personal and Professional Development

Optional specialist units may include: Principles of Business, Business Performance, Measurement and Improvement and Understanding the Implementation of Change.


No prior knowledge, understanding, skills or qualifications are required.


Level 3 BTEC in Principles of Customer Service

Level 3 BTEC in Principles of Management


The qualifications will be awarded to learners who successfully pass all required units. The units will be internally assessed.

I really enjoyed all my courses. The class sizes are smaller than I thought they would be, which allowed me to get more help from my tutors. They were all very lovely and always answered my questions. Skills Training UK really have changed my life – I recommend them to anyone.

Chakaniya Chandran, Cancer Research UK

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