Level 3 NVQ Diploma in customer service

customer service

Investing in Customer Service training for key client-facing staff gives businesses the tools to standardise friendly, positive, efficient experiences for all  customers. Mode offers nationally recognised Customer Service training for all levels of staff.

Who is it for?

This work-based level 3 qualification is suitable for anyone wanting to work in a supervisory capacity delivering services to customers. Mode also offer Apprenticeships and level 2 qualifications in Customer Service.


See units listed below. Students are allocated a dedicated assessor who will visit them in the workplace to carry out assessments, set targets, provide support and monitor their progress.

What units must be achieved?

To achieve a full Level 3 NVQ Diploma in customer service, students must achieve a minimum of 42 credits: 12 credits from the mandatory units and a further 30 by completing a minimum of one unit from each optional group.  A minimum of ten credits gained from the optional units must be from level 3 units.

Mandatory units

Unit: CU838 Demonstrate an understanding of customer service 3 credits

Unit: CU839 Demonstrate an understanding of the rules that impact on improvements in customer service 3 credits

Optional units
The assessor carries out a skillscan with the student in their workplace to identify the best optional units to complete.  This decision is made in agreement with the student, their employer and their assessor.

Entry requirements

There are no entry requirements for this qualification.  Howeve, if it’s being completed as part of an apprenticeship then entry requirements do apply  


The course takes between 6 and12 months, depending on:

  • the student’s prior experience, knowledge and qualifications
  • the amount of time the student has to dedicate to the coursework
  • the outcome of the student’s initial assessments
  • whether the course is being taken as part of an apprenticeship

The recommended guided learning hours for this course are 279-329 for an ‘average’ student.


Apprenticeship funding is available for this course. Student’s eligibility for funding will be assessed on application. If students are not eligible, the cost of the course is £900 inclusive of VAT


At the end of this course, students will have the knowledge and skills to work in a customer service environment at a supervisory level.  The assessor will discuss progression onto further qualifications with the student.

How to apply

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