Level 3 Certificate in Principles of Customer Service

The Level 3 customer service certificate in principles of customer service will develop and sharpen practical skills. Enabling the delivery of effective, high quality customer service within a range of environments. The course covers the key concepts that underpin customer service delivery, from conflict resolution to how customer service impacts upon an organisation. Gain an understanding of business markets, financial management, marketing and the legal requirements of businesses.

This course is best suited for those that have good English skills and a good understanding of IT.

Course Info
Do I have to pay a fee?
How to Apply
Course Duration

26 weeks (26 weeks based on 3 sessions per week/up to 3* hours) 3* hours are based on the learner attending in a Learning Shop only. Remote/off site learners will have flexible access to their course materials which may result in less or more time required to complete the course.

Course Benefits
  • Study from anywhere, at any time
  • Fully online course
  • Gain an accredited level 3 qualification
  • Nationally recognised
  • Access to an award-winning e-learning platform
  • Perfect for beginners
  • Unlimited support from qualified tutors
  • FREE Level 3 qualification (see eligibility requirements)
Course Content

Unit 1: Understand the customer service environment

Unit 2: Principles of business

Unit 3: Understand how to resolve customers’ problems and complaints

Unit 4: Understand customers and customer retention

Unit 5: Understand how to monitor customer service interactions and feedback

Unit 6: Understand how knowledge, resources and service partnerships are used to support customer service delivery

Unit 7: Understand equality, diversity and inclusion in the workplace

How is the course delivered?

The course is on a roll-on, roll-off basis. There is no set start date, it will be after the learner has been referred and seen by an NCS Advisor. Support starts at induction and ends at completion. There is a course induction and initial assessment at the start of the course, the induction session will be used to check the learners existing knowledge and to determine if this course is at an appropriate level for the learner to study at and is the most suitable course for the learner. Completion will be when the Internal Marker has verified the learners submitted and completed learning and assessments.

How will I be assesed?

All work is completed and submitted online, with an assessor assigned to mark and feedback on your work upon submission.

To qualify for a FREE Level 3 online learning course, the learner must meet the below requirements:

Funding and Eligibility Criteria

Eligibility Criteria:

  • The learner must be aged 19 years or over as at 31/08/21
  • If the learner is aged 19-23, they must hold a full Level 2 qualification or above in any subject* (If they are aged 24+ they do not need to have a qualification)
  • The learner must have lived in the EU for the last three years
  • The learner must reside in England with a postcode outside of London, Greater Manchester, Liverpool City, Cambridge & Peterborough, Tees Valley, and the West Midlands.
  • The learner must not be on another funded programme i.e. an apprenticeship or another distance learning or online course
  • The learner must not have completed this course or a similar course previously
  • The learner must not be on another distance learning course with another training provider

Applicants must also meet the low income or unemployment criteria below. The learner will only be fully-funded if:

  • The learner is aged 19-23 working but earning less than £18,525 per year and has achieved a full Level 2*
  • The learner is aged 19-23 unemployed and in receipt of benefits
  • The Learner is aged 19 – 23 unemployed and has achieved a full Level 2*
  • The learner is aged 24+ working but earning less than £18,525 per year
  • The Learner is aged 24+ unemployed and in receipt of benefits

*A full Level 2 achievement is equivalent to 5 or more GCSEs at grade 9-4 (A* to C). 

Level 2 qualifications are:

  • CSE – grade 1
  • GCSE – grades 9, 8, 7, 6, 5, 4 or grades A*, A, B, C
  • intermediate apprenticeship
  • level 2 award
  • level 2 certificate
  • level 2 diploma
  • level 2 ESOL
  • level 2 essential skills
  • level 2 functional skills
  • level 2 national certificate
  • level 2 national diploma
  • level 2 NVQ
  • music grades 4 and 5
  • O level – grade A, B or C

Before starting the course at Induction, the learner will need to confirm whether they are eligible for course funding, the learner will be asked to provide some further information about their current employment, financial status and previous learning, and complete an enrolment form, learning agreement and initial assessment.

Please get in touch with us using the enquiry buttons menu in the section below if you are interested in enrolling onto this programme

You can phone us via the details provided on this page or submit the course enquiry form located in the menu in the section below.

Our adult Learning Shops will then book an appointment with a National Carers Service adviser and make arrangements for you to complete an assessment to determine if this course is at an appropriate level for you to study at.*

Learners will attend an induction and assessment session which will be used to check your existing knowledge to ensure this is the most suitable course for you.

We will also need to confirm whether or not you are eligible to pay any course fees, and you may be asked to provide some further information about your current employment and financial status and previous learning.

*For employers or training managers enquiring about this course on behalf of your organisation for staff training purposes, National Careers Service appointments are not a mandatory part of the enrolment process.

Level 3 Certificate in Principles of Customer Service
Course Outline: This course is best suited for those that have good English skills and a good understanding of IT.
Qualification: TQUK Level 3 Certificate in Principles of Customer Service
LevelLevel 3
LocationDistance Learning – Delivered Online
Duration26 Weeks
Start DateLearners can enrol on these courses throughout the year
AttendanceFlexible attendance throughout the year
PriceThis course is fully-funded*


All fees, prices and funding information shown on this page are for courses starting in the 2022-23 academic year unless stated otherwise, and are correct at the time of entering/printing information, however these may be subject to change due to factors outside of our control. The College cannot accept legal or financial liability as a result of any such changes.

Courses fees are generally not confirmed for September until June / July due to the above factors.

The course information describes programmes offered by Colchester Institute. The College takes all reasonable steps to provide courses as described, but cannot guarantee provision. The information is for guidance and does not form any part of a contract.

The College reserves the right to update and amend information as and when necessary. Colchester Institute will do its best to provide the courses shown, but may have to modify or withdraw a course depending on customer demand and other factors.