Business Management

Customer Service

BTEC Diploma

With the Customer Service BTEC, learners will complete units in organising and delivering customer service, resolving customers’ problems, understanding the customer service environment, principles of business, managing personal and professional development, and understanding the customers.

There is also a range of more specialised units that are sector contextualised and align with the finer points of customer service. These include analysing and interpreting customer feedback, negotiating in a business environment, managing team and individuals’ performance, collaborating with other departments, and monitoring the quality of customer service interactions.

This is a Framework

This course is an apprenticeship framework, which means it is a course made up of different qualifications. Frameworks generally consist of:

  • a knowledge-based qualification
  • a competence based qualification
  • Functional skills in English and Maths
  • Employee rights
  • Personal Learning

Framework courses are made up of units. There are a core set of units that are mandatory for the course, and a selection of optional units. Each unit is worth credits, and you much reach a target amount of credits to gain the qualification.


15 months minimum

Learners will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their course.

We recommend other relevant or prior experience.

Upon completion, learners will be awarded their Pearson BTEC Level 3 Diploma in Customer Service.

Course Breakdown

If you’d like a more detailed breakdown of the skills and knowledge you’ll gain over the course of the apprenticeship, just use the tabs below.

    • Unit 1- Organise and Deliver Customer Service
    • Unit 2- Understand the Customer Service Environment
    • Unit 3- Resolve Customers’ Problems
    • Unit 4- Principle of Business
    • Unit 5- Understand Customers and Customer Retention
    • Unit 6- Manage Personal and Professional Development

    Total Credits: 31

    • At the start of the course, the learner will pick optional units to the value of 24 credits from the optional units available.
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