City & Guilds Level 3 Diploma in Customer Service

You will undertake the following mandatory units:

• Organise and deliver customer service
• Understand the customer service environment
• Understand customers and customer retention
• Principles of business
• Manage personal and professional development
• Resolve customers’ problems

You will then select from a number of optional units to complete the qualification. Examples include:

• Promote additional products and/or services to customers
• Develop customer relationships
• Champion customer service
• Use social media to deliver customer service
• Buddy a colleague to develop their skills
• Negotiate in a business environment
• Manage team performance

You will undertake online examinations, create a portfolio, and pass work-based practical assessments. The majority of assessments can take place remotely. In some circumstances on-site assessments may be needed.

This qualification can be started at any time. You will work through your online course materials at a time that is convenient to you and be supported by a personal tutor.

There are no formal academic entry requirement, however, you will need to be employed in a suitable customer service position, with the ability to influence customer service provision.

Please note: As our courses include online learning components, students are required to have access to a PC or laptop with a reliable internet connection.

Course Fees

• UK students - £2,975 (or £1,985 at the start of the programme, and £990 at the start of year two)
• Overseas students - £3,975 (or £2,650 at the start of the programme, and £1,325 at the start of year two)

Awarding Body Fees - £207

All students or employers are required to pay the awarding body fees in addition to the course fees. Please note that these are recharged at cost and may be subject to change.

CAW Loans2Learn
Course fees must be paid in full before the course begins. If you are unable to do so, we offer a personal loan scheme (Loans2Learn) that can help you to spread the cost into manageable monthly payments over a period of up to five years, subject to eligibility. It can be used to fully, or partially, cover your course fee (but does not cover any awarding body fees, such as enrolment and examination fees which are payable on top). More information can be found here.

The current rate of interest for a CAW Loans2Learn is 9%. Click on the calculator icon to calculate your monthly repayment options based on different repayment term lengths.

Example repayment - a Loans2Learn loan for the full course fee of £2,975 over 36 months would equate to monthly repayments of approximately £94 per month (please note this is an indicative price based on current fees and interest rates).

General Advice
Sources of financial help can be found on our student finance page. Before making any financial decision it is recommended that you seek advice from an independent source, for example the Money Advice Service.

If you have not achieved your qualification by the planned end date detailed in your individual learning plan, continued support and course access is available by paying monthly direct debit payments, or applying for a supplementary or increased loan, until certification is achieved.

These are current figures and may be subject to change. The differences in course fees reflect the level of funding that is available as a result of government policies and priorities. These may be as a result of age, employment status, previous education achievements, or location for example, and are outside the control of CAW Business School (The College of Animal Welfare).

The practical skills and abilities you will develop, along with the accredited qualification to add to your CV, will help you stand out when applying for future customer service roles, particularly in supervisory positions.

You may wish to look at taking a qualification in a related subject, such as Business Administration or Leadership and Management, in order to gain further understanding of the business environment whilst expanding your skillset further.

Yes. In order to undertake this course, you must be employed in a suitable customer service environment.

No, as a private further education provider fees are applicable to all students. We do have a Loans2Learn scheme that can help you to spread the costs of study into manageable monthly payments.