NVQ Level 3 Diploma in Customer Service: An Outline

Updated on September 13, 2016
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Livingsta shares her positive experience in business administration, customer service and education.


The OCR NVQ Level 3 diploma in Customer Service is for candidates who will be working in a role that includes delivering and managing services for internal and external customers of an organisation / company and for other partner organisations. Candidates will have to be accountable for the areas that they practice in and they will have to be working in a customer service environment of some commercial sort in order to pursue this qualification. The working environment could be that they are working on their own or with less supervision as candidates should be able to make decisions on their own and be able to work on their own initiative.

This qualification is approved by the CfA as an essential component of the Specification of Apprenticeship Standards for England (SASE) and Specification of Apprenticeship Standards for Wales (SASW) compliant apprenticeship frameworks for Customer Services

This qualification can be completed as a whole Diploma (fully qualify) by achieving all the required credits (I will be discussing about this in a minute) or can be completed as certificates for various units that the candidates require so that they qualify for their specific job role. It takes between 12 to 18 months to complete your diploma if you are working full time and depending on how much time you are willing to spend working towards your diploma.

To be honest, I personally spent weekends working on my qualification (my choice) as the time provided by my organisation (1 hour per week) was not sufficient to work on anything towards this qualification. But then again, it was my personal choice as I was too enthusiastic and eager to have my qualification in hand at the earliest possible. There is also the constraint of you having to sacrifice this hour during busy and emergency situations at your workplace.

Customer Service
Customer Service | Source

Why this post?

Having completed my Level 3 Diploma many months ago, I thought that I would share my experience which I believed would greatly benefit any candidate who is currently in the process of completing it or is planning to take on in the future. This is purely for reference purpose only so that you get an idea of what would be expected of you and up to what standard, when you complete your paperwork. Having gone through this journey myself with two qualifications in a row now (Yes I have my NVQ Level 3 Diploma in Business Administration), I am convinced as to how sometimes it can be really difficult to put your thoughts and actions (I mean the job) into words as well as convince the verifiers with the standards that they expect; by this I mean, they expect you to be very detailed in what you do on your job and with your knowledge of the job too.

All about customer service
All about customer service | Source

As I have mentioned all along my journey and experience while sharing my NVQ Level 3 Diploma in Business and administration experience, I am repeating here again; I am more than happy to help you with questions that you may have and answer any queries as best as I can and at the earliest possible. I also would like to apologise in advance as at times, I may find it hard to respond to your queries (this has happened in the past with other NVQ business administration units) on time. Please do bear with me and I’ll get back to you at the earliest.

The qualification itself is structured in a way that the units (totally 59 units) are categorised into various groups. The units are a mixture of Level 2, Level 3 and Level 4 units and there is a rule for the combination of units that you should be completing, the number of minimum credits you should have in each level, i.e. level 2 and level 3, the number of units from each group, etc. There are also a few mandatory units that everyone taking a particular diploma needs to complete and the rest are optional units but have to comply with the rules of combination.

The rules of combination for NVQ Level 3 Diploma in Customer Service are as follows:

  1. Candidates must achieve a total of 42 credits in order to achieve this qualification
  2. Out of the 42 credits, 12 credits have to be from units under Group A
  3. From the optional groups, candidates must achieve at least 30 credits and this has to be achieved by completing at least one unit from each optional group (i.e. all units should not be from the same group or one or two selective groups.)
  4. Out of the above 30 credits from optional groups, at least 10 credits must be achieved through Level 3 units. This is mandatory as this is a Level 3 Diploma qualification. The rest of the units could be achieved either through completing Level 2 or Level 3 or Level 4 (completing a Level 4 unit could most of the time be difficult as you need to show work based evidence at Level 4 and that could not always be a possibility as this would relate to someone in a managerial role).

What would this qualification lead to?

You can work towards your Level 4 Diploma, provided you are able to show a higher level work experience that you showed while working towards your level 3. A personal advice from my assessor was that it would be beneficial to be working in a managerial role in order to complete the Level 4 diploma, without which it would be difficult to provide evidences to complete each unit. Also, once you complete your level 3 diploma in customer services, you can look into progressing your career within or outside the organisation or for other supervisory / team leader roles.

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Choosing the units:

Once you are convinced that you are happy to dedicate 12 to 18 months towards this diploma, you will have to speak to your assessor, get advice wherever possible by discussing the available units and how they would best suit your job role, and choose the units wisely following the rules of combination above.

The units that I chose to work on are as follows. I will be linking them to the units themselves and the personal statements as I publish each unit and personal statement. (Please stay tuned)

  1. F3 – Mandatory unit from Group A – Demonstrate understanding of customer service (Part 1 and Part 2)– This is a level 3 unit with a credit value of 6
  2. F4 – Mandatory unit from Group A – Demonstrate understanding of the rules that impact on improvements in customer service (Part 1 and Part 2)– This is a level 3 unit with a credit value of 6
  3. A3 – Optional unit from Group B – Communicate effectively with customers (Part 1, Part 2 and Part 3)– This is a level 2 unit with a credit value of 5
  4. A13 – Optional unit from Group B – Deal with customer in writing or electronically (Part 1 and Part 2)– This is a level 3 unit with a credit value of 6
  5. B11 – Optional unit from Group C – Improve the customer relationship – This is a level 3 unit with a credit value of 7
  6. C5 – Optional unit from Group D – Monitor and solve customer service problems (Part 1, Part 2 and Part 3) – This is a level 3 unit with a credit value of 6
  7. D6 – Optional unit from Group E – Develop your own customer service skills through self–study – This is a level 2 unit with a credit value of 6


If you look at the above list of chosen units, you can see that I will have

  • Covered the two mandatory units (F3 and F4).
  • Chosen at least one unit from all the Groups, i.e. Group A to E.
  • 12 credits from the two mandatory units in Group A
  • 19 credits through Level 3 optional units
  • 11 credits through Level 2 optional units

That is, a total of 42 credits in order to achieve my Level 3 diploma in customer services.

What is customer service ? The 7 Essentials To Excellent Customer Service

How will you be assessed?

This is a question many have and I have been bombarded with questions from so many NVQ candidates regarding this. First of all, when you see a Level 2 unit under a Level 3 Diploma list, please do not judge, but have a look at the rule on how you can flexibly choose units by following the rule given by OCR. Each unit will be assessed on various criteria. The criteria are provided by OCR along with each unit. All information relating to a unit will be in the unit handbook on the OCR website.

Assessments are generally based on knowledge of the unit where observation and questioning are done by your assessor in your workplace. Most units include a personal statement where you write about your duties, what you do etc, along with witness testimonies from your managers or colleagues who would have observed your various tasks at your workplace and also through evidences (real pieces of work or project that you have done as part of your daily job) gathered during the course of your diploma or certificate. I have included personal statements wherever eligible.

If you have any suggestions or extra information that you think would be beneficial, please leave a comment below. I also look forward to hearing your own experience during the course of this diploma; feel free to share them in the comments section as this will benefit many.

I wish you all the best and thank you for stopping by!

Questions & Answers


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        Patrick 9 months ago

        This was very useful

      • livingsta profile image

        livingsta 19 months ago from United Kingdom

        Hello teaches12345, thank you so much. I totally agree with you on your view. Have a great weekend :)

      • teaches12345 profile image

        Dianna Mendez 19 months ago

        Congratulations on completing your Level 3 diploma for this degree. Every business would benefit from hiring someone like you to help manage with quality customer care.

      • livingsta profile image

        livingsta 20 months ago from United Kingdom

        Hello FlourishAnyway, yes, I agree with you and to be honest, this qualification gave me great insight into customer service as I had to do a lot of self-study through research and that was one of the best things. Thank you for reading and sharing your views. Have a great rest of the week! :-)

      • FlourishAnyway profile image

        FlourishAnyway 20 months ago from USA

        Perhaps if this were more widespread we'd have better customer service everywhere.