Level 3 BTEC

Customer Service

The BTEC Level 3 Certificate and Diploma for Customer Service Specialists is for learners working in, or intending to work in, a customer service specialist job role, dealing with more complex or technical customer requests, complaints and queries.

Learners will develop knowledge and skills on how to adapt your service approach to meet customer needs and expectations, as well as retain customers, even in challenging situations.

Our trainers have many years of experience using all kinds of different techniques to find the way which works for each and every learner.





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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 trainer 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 course comprises of four mandatory core units and four optional, specialist units.

The core units ensure that all learners will develop:

  • Unit 1: Understanding the Customer Service Environment
  • Unit 2: Understanding Customer Loyalty, Retention and Satisfaction
  • Unit 3: Understanding Continuous Improvement in Customer Service
  • Unit 4: Understanding Personal Effectiveness in a Customer Service Work Environment

Optional, specialist units will comprise of:

  • Unit 5: Delivering Solution-focused Customer Service
  • Unit 6: Managing Challenging Customers and Situations
  • Unit 7: Influencing Change and Improvement in Customer Service
  • Unit 8: Managing Personal Effectiveness in a Customer Service Specialist Job Role


No prior knowledge, understanding or skills are necessary.


Level 3 award from a nationally recognised exam board.

The qualification gives learners the opportunity to:

  • Understand a range of leadership styles and apply them successfully in a customer service environment.
  • Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention.
  • Find solutions that meet your organisations needs as well as the customer requirements.
  • Manage challenging and complicated situations within your level of authority.


To pass an internally assessed unit, learners must meet all of the unit’s learning outcomes.

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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