Guild of Letting & Management

Level 3 BTEC Award in Customer Service

The Edexcel Level 3 BTEC Award in Customer Service is a 90-hour qualification comprising three units of 30 hours each.

To achieve the whole qualification, a learner must successfully complete all three core units.

Core units

Unit 1 Principles of Customer Service
Unit 2 Delivering, Monitoring and Improving Customer Service
Unit 3 Customer Service Administration #

NB: # denotes a unit assessed via an external assessment

The customer service industry works across a wide range of occupational sectors, including retail, hospitality and catering, hairdressing and beauty therapy, call centres and educational establishments. It encompasses private and public sectors, as well as not-for-profit organisations.

The professional body for customer service is the Institute of Customer Service. This qualification supports the Institute’s goal of recognising, rewarding and celebrating the attainment of customer service excellence by organisations and individuals and supporting the continuing motivation and development of individual customer service professionals.

As a level 3 qualification, the Level 3 BTEC Award in Customer Service is for learners who are involved in applying their knowledge and skills while carrying out a broad range of varied work activities, most of which are complex and non-routine. Their job role will have considerable autonomy or responsibility, and often require them to manage others.

The Level 3 BTEC Award in Customer Service is designed to provide:

a framework of education and training for those in the customer service industry with a responsibility to provide and monitor customer care and support
opportunities for personnel in the customer service industry to achieve a nationally recognised level 3 vocationally specific qualification
opportunities for full-time learners to gain a nationally recognised vocationally specific qualification to enter employment in the field of customer service or progress to further vocational qualifications such as the BTEC National Certificate or Diploma in Hospitality Supervision or an NVQ level 3 in Customer Service
the knowledge, understanding and skills learners need to provide effective customer service
opportunities for learners to focus on the development of the major key skills and the wider key skills in a customer service context, such as improving own performance, working with others and problem solving
opportunities for learners to develop a range of skills and techniques, personal qualities and attitudes essential for successful performance in working life.

Mode of delivery

The Guild of Letting & Management will offer delivery through traditional classroom teaching and distance learning. Learners studying for the qualification on a part-time basis bring with them a wealth of experience that should be utilised to maximum effect by tutors and assessors.

Key skills

All BTEC Short Courses include signposting of key skills. These are transferable skills, which play an essential role in developing personal effectiveness for adult and working life and in the application of specific vocational skills.

Key skills provide a foundation for continual learning. They enable and empower individuals who inevitably face a series of choices in work, education and training throughout their lives.

Learners need the chance to show current and future employers that they can:

communicate effectively, in a variety of situations, using a wide range of techniques
work well with others – individuals or teams – so that work can be properly planned and targets met
manage their own development, so that they are always ready to take on the challenges of change and diversification
use numeracy, not just within routine tasks and functions but to help them be more effective and efficient in all they do
use ICT in a range of applications to support all aspects of their role solve problems in a variety of circumstances.

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