• Level 3
  • Reference 601/3457/4
  • Total Qualification Time 545
  • Guided Learning Hours 289-375
  • Subject Area Non-Technical
  • Type Customer Service

Who is it suitable for?

This qualification is for learners who have significant experience of working in a customer service occupation, and who require a qualification that recognises the skills that they consistently demonstrate in their job role.  These skills could include, e.g. resolving customer complaints, analysing customer feedback and managing a team’s performance.

There are no specific entry requirements for this qualification.  However learners must have access to a real work environment.


The Level 3 Diploma in Customer Service is a combined knowledge and competency qualification.  This means that the qualification assesses competence, skills, knowledge and understanding.The purpose and aim of the Customer Service Diplomas is to provide learners, working in a customer service occupation (including Customer Service apprentices), with a nationally accredited qualification.  The qualifications provide learners with the opportunity to gain recognition of their skills and develop their knowledge in a wide range of customer service duties, such as resolving complaints, managing performance or developing a social media strategy.  With the inclusion of a wide range of optional units, the qualification can be tailored to suit an individual learner’s role and the needs of their employer.

This new Level 3 Customer Service Diploma is also the key qualification component within the Instructus Skills Level 3 Customer Service Apprenticeship framework in England, Wales and Northern Ireland, as well as a standalone qualification.


For many learners, a Customer Service Diploma will provide a useful recognition of their professional competence, to aid their step from one job role to another, e.g. into supervisory and/or management roles.  For others, it could prepare them for progression to further learning and training.


To be awarded a Diploma in Customer Service learners must demonstrate that they have the skills which are essential for individuals working in customer service.  Therefore they must be able to perform their job, or an appropriate task, competently.  These qualifications are assessed by learners referencing evidence from workplace performance, including assessor observations, in a portfolio of evidence.

Want to know more?

Please contact an IMI approved centre.

The extension of this qualification was supported by Instructus Skills.

View this qualification on the Register of Regulated Qualifications


Documentation for IMI Centres

Find more information and documentation in IMI Connect

Start Date: Mon, 01/09/2014
End Date: Thu, 31/12/2026
Certificate End Date: Mon, 31/12/2029

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