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Customer Service - Level 3 NVQ Diploma at Isle of Man College

Course description

Designed by the Institute of Customer Service, this is a work-based course leading to a National Vocational Qualification (NVQ) in Customer Service. This course is for experienced customer service professionals, who do not have formal or current qualifications to match their experience. The course structure can be tailored to suit each candidate’s role in their customer service environment. Undertaking the Diploma will develop and expand skills, knowledge and understanding with evidence of this being based upon activities undertaken at work. Oxford, Cambridge and Royal Society of Arts (OCR) is the awarding body. This qualification equates to A-level standard..

Course content

To achieve a Level 3 Diploma in Customer Service, a minimum of 42 credits from a variety of units must be completed. These units are:

Mandatory - 12 credits

F3 Demonstrate understanding of customer service (6 credits)
F4 Demonstrate understanding of the rules that impact on improvements in customer service (6 credits)

Optional - candidates must achieve 30 credits by completing a minimum of one unit from each optional group. 

Some of the Option Units available are:

A3 Communicate effectively with customers (5 credits)
B2 Deliver reliable customer service (5 credits)
C3 Resolve customer service problems (6 credits)
D1 Develop customer relationships (6 credits)

To see the full range of Option Units, please ask for a copy of the Qualification Structure and Units

Entry requirements

No formal entry qualifications but a reasonable working knowledge of English grammar and good spelling skills are essential. An English GCSE at grade C or above would be beneficial. Candidates will need to have considerable responsibility and autonomy. Control or guidance of others may also be required. Permission must be obtained from the employer to allow a College assessor to observe the candidate carrying out every day work activities in the workplace. There are no formal examinations.


NVQs are NOT exam-based qualifications; they are work-based. Candidates are assessed using a mixture of techniques: observation, professional discussion, personal written accounts, witness testimonials, written or verbal questions and answers. Based on candidates' work, all assessments are carried out by qualified assessors after planning and agreement with the candidate. A portfolio of evidence confirming competence is gradually compiled over a 6 - 18 month period.

Future opportunities

Many candidates have achieved greater job satisfaction or promotion at work. More units can be added to further enhance this qualification.

Progression to Level 4 Diploma or other courses.

How to apply

If you want to apply for this course, you will need to contact Isle of Man College directly.

Last updated date: 19 June 2015
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Key information

  • Start date: Next September


  • More information
    • From the TT Grandstand on Glencrutchery Road turn up Greenfield road (alongside the TT score-board). The college is straight ahead at the end of Greenfield Road.