This Level 3 Diploma is a hybrid qualifications, made up of competence and knowledge units. The qualification can be delivered on its own or as part of the Customer Service Apprenticeship. It was developed in collaboration with Skills CFA (The Council for Administration) using the recently updated NOS (National Occupational Standards) written in conjunction with employers. Gain recognition for your ability to create a great customer-service experience with this level 3 Customer Service qualification. Having great customer service skills can help you move up in your career, no matter what area you're working in. The Customer Service qualifications are ideal for those who take pride in having to deal with people. You might be entering or re-entering employment, or working in a customer service delivery role in any industry.This qualification aims to develop an understanding of how customer service delivery and legislation affects customer expectations and how the customer service process can be developed and improved through customer feedback, promotion of products and services and effective teamwork. Assessment is through the completion of assignments. Learners can progress onto the 4 NVQ/SVQs in Customer Service. Learners may progress onto the NVQs in other work related areas (for example Retail, Administration, Contact Centres, IT and other technical sectors). Learners could progress into employment in any industry in a customer service role and/or into a Team Leading qualification with the Institute of Leadership and Management (ILM).