Mandatory Units

 Unit 1: Organise and deliver customer service - L/506/2150

• Understand how to organise customer service delivery
• Be able to plan the delivery of customer service
• Be able to deliver customer service

Unit 2: Understand the customer service environment - Y/506/2152

• Understand the concepts and practices underpinning customer service delivery
• Understand the relationship between customer service and a brand
• Understand the structure of customer service
• Understand the implications of legislation on customer service delivery

Unit 3: Resolve customers’ problems - K/506/2169

• Understand the monitoring and resolution of customers’ problems
• Be able to deal with customers’ problems

Unit 4: Principles of business - D/506/1942

• Understand business markets
• Understand business innovation and growth
• Understand financial management
• Understand business budgeting
• Understand sales and marketing

Unit 5: Manage personal and professional development - T/506/2952

• Be able to identify personal and professional development requirements
• Be able to fulfil a personal and professional development plan
• Be able to maintain the relevance of a personal and professional development plan

Unit 6: Understand customers and customer retention - J/506/2910

• Understand Customer Relationship Management (CRM)
• Understand customer retention
• Understand the measurement of customer satisfaction

To achieve the TQUK Level 3 Diploma in Customer Service, learners must achieve a minimum of 55 credits overall and 31 credits must be achieved from the Mandatory Units shown above. Learners must also achieve a minimum of 24 credits from the Optional Units. You can find the Optional Units in the course qualification handbook. 

If you'd like a copy of the course qualification handbook, please give us a call now on 0208 342 7210.

Step 1: Course Enrolment - you will need to complete a short enrolment and telephone induction to start  

Step 2: Starting the course - your assessor will introduce themselves and issue you with your first assessment plan 

Step 3: Submitting Work - when you have completed an assignment, you can upload it to your course portal for your assessor to mark your work and give you feedback. Feedback  will be displayed on your portal and emailed to you for ease of reference

Step 4: Getting Help - when you need help, you can contact your assessor with questions any time as well as being able to get in touch with our customer support team between 9 am and 6 pm Mon - Fri.  

Step 5: Completion - once you and your assessor are confident that you have met the criteria in each unit,  your portfolio goes into the IQA stage which takes approximately 9-12 weeks. After this stage, we will be able to claim your certificate.

Approximately 15 minutes after purchase, you will receive your login details (Please check Spam folder) by email, including a link and instructions to log into your course. You can also find your learning portal by clicking on the ‘student login’ button on our website or by clicking here; lms.thelearningstation.co.uk.

You can expect any work submitted to be marked within 14 days marking and feedback may take longer if you submit more than 3 assignments in a month

All our courses are delivered online so no Classroom learning, We have some learning resources but as our qualifications are vocational and work-based courses, you are expected to conduct research and gain skills, knowledge and understanding from your working environment. Your assessor will provide you with assessment plans, which may include guidance and materials, as well as provide constructive feedback on the work that you complete.

Your assessor will provide you with assessment plans with work to complete, as well as their contact information. They will not reach out to you if you are not doing your work, you need to get in touch if you are having trouble with your assignments.

Your assessor should respond to any messages from you within just 3-working days, but it is usually sooner. If you have sent your assessor a message and you haven’t heard back from them, please let us know by emailing [email protected].

You will get a call to arrange your induction within days of completing the enrolment process. the induction will go through your chosen course, advise on suitability, Help you choose your optional units and pathways, explain what is expected from your work, provide training on the use of our system and answer any questions that you have. The Induction will take place over the phone.

This qualification requires an assessment of both competence and knowledge. Throughout your TQUK Customer Service Level 3 Diploma course, you will be assessed through a variety of methods:

• Written assignments and coursework

• Having a manager or colleague complete a witness testimony of tasks completed in a workplace

• Direct observations of you carrying out work-related tasks

• Professional discussions over the phone

• Supplying us with work product evidence.

On completion of your course, there are steps that we must take to quality assure your qualification to then send to the awarding organisation.

1. The Assessor must review your work in full before submitting it to our IQA, this usually takes around 2 weeks.
2. The IQA will review any requests within 1-months, but this is usually sooner. If there are actions on your portfolio it will be sent to the assessor for them to complete, and then these steps will be repeated.
3. Once the IQA has quality checked and approved your portfolio for external sampling by the awarding body, the office will submit the claim for your certificate within 5 working days.
4. The awarding body will usually issue a certificate within 2-weeks from this point; however, they may request sampling of your work, in which case it can be up to one month.
5. The usual duration is 1-2 months from completion.