Future (Awards and Qualifications) Ltd · RQF Level 3
FAQ Level 3 Diploma in Customer Service
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits55
- Guided learning298 hours
- Units in this qualification44
Awarded by Future (Awards and Qualifications) Ltd · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
These are the units Future (Awards and Qualifications) Ltd registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Buddy a colleague to develop their skillsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to buddy a colleague
- Plan to buddy a colleague
- Support a buddy colleague carrying out work activities
Build and maintain effective customer relationsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to build effective relationships with customers
- Determine the scope for building effective relationships with customers
- Develop effective relationships with customers
- Review and improve relationships with customers
Buyer behaviour in sales situationsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the impact of different models of buyer behaviour (e.g., rational, emotional, habitual) on the sales cycle.
- Respond to the buyer at each stage of the decision-making process, adapting sales techniques and communication styles to meet their specific needs and preferences.
Champion customer serviceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to champion customer service
- Identify the scope for improvements to customer service
- Champion customer service
Collaborate with other departmentsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to collabourate with other departments
- Identify opportunities for collabouration with other departments
- Collabourate with other departments
Communicate verbally with customersReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to communicate verbally with customers
- Use customer service language to communicate with customers
Communicate with customers in writingReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to communicate with customers in writing
- Plan written communications to customers
- Communicate with customers in writing
Contribute to the organisation of an eventReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand event organisation
- Carry out pre-event actions
- Set up an event
- Carry out post-event actions
Deliver customer service to challenging customersReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the delivery of customer service to challenging customers
- Deal with challenging customers
Deliver customer service whilst working on customers’ premisesReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to deliver customer service whilst working on customers’ premises
- Deliver customer service whilst working on customers’ premises
Develop a social media strategy for customer serviceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the development of a customer service social media strategy
- Develop a customer service social media strategy
- Promote the benefits of social media networking to customer service
Develop customer relationshipsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to develop customer relationships
- Develop relationships with customers
Develop resources to support consistency of customer service deliveryReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how knowledge resources are used to support customer service delivery
- Create and maintain a customer service knowledge base
- Develop customer service resource materials
Employee rights and responsibilitiesReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the role of organisations and industries
- Understand employers’ expectations and employees’ rights and obligations
Exceed customer expectationsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to exceed customer expectations
- Exceed customer expectations
Gather, analyse and interpret customer feedbackReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to gather, analyse and interpret customer feedback
- Plan the collection of customer feedback on customer service issues
- Gather customer feedback
- Analyse and interpret customer feedback to recommend improvements
Lead direct sales activities in a contact centre teamReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Carry out sales activities in a contact centre, meeting targets and adhering to quality standards
- Analyse contact centre sales data to identify trends, opportunities, and areas for improvement
- Lead a team involved in direct sales activities in a contact centre, providing guidance, support, and motivation
- Understand the key performance indicators (KPIs) used to measure the success of sales activities in a contact centre team
- Understand the importance of effective communication and collaboration within a contact centre sales team
Manage a customer service award programmeReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the management of a customer service award programme
- Plan a customer service award programme
- Manage a customer service award programme
Manage diary systemsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the management of diary systems
- Manage diary systems
Manage incidents referred to a contact centreReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Manage incidents through a contact centre
- Provide support to colleagues on incident management in a contact centre
- Understand how to manage incidents reported to a contact centre
Manage individuals’ performanceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the management of underperformance in the workplace
- Manage individuals' performance in the workplace
Manage personal and professional developmentReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Identify personal and professional development requirements
- Fulfil a personal and professional development plan
- Maintain the relevance of a personal and professional development plan
Manage team performanceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the management of team performance
- Allocate and assure the quality of work
- Manage communications within a team
Manage the use of technology to improve customer serviceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to manage the use of technology to improve customer service
- Identify opportunities for customer service improvement through the use of technology
- Implement changes in technology to improve customer service
Monitor the quality of customer service interactionsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to monitor the quality of customer service interactions
- Prepare to monitor the quality of customer service interactions
- Monitor the quality of customer service interactions
Negotiate in a business environmentReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the principles underpinning negotiation
- Prepare for business negotiations
- Carry out business negotiations
Negotiating, handling objections and closing salesReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand techniques for handling customer objections and negotiating effectively to reach mutually beneficial agreements.
- Prepare for potential objections and negotiation scenarios by anticipating customer concerns and developing appropriate responses.
- Handle customer objections professionally and constructively, addressing concerns and finding solutions.
- Negotiate with customers to achieve sales targets while maintaining positive relationships and customer satisfaction.
- Close the sale effectively following negotiation, confirming agreements and securing customer commitment.
Obtaining and analysing sales-related informationReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the various uses of sales-related information, including market analysis, customer profiling, and competitor benchmarking.
- Understand how to use appropriate tools and methods to analyse sales-related information, such as statistical analysis, data visualisation, and trend identification.
- Obtain relevant sales-related information about customers, markets, and competitors using appropriate research methods and data sources.
- Use appropriate tools and methods to analyse sales-related information, drawing meaningful insights and informing sales strategies.
Organise and deliver customer serviceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to organise customer service delivery
- Plan the delivery of customer service
- Deliver customer service
Principles of businessReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand business markets
- Understand business innovation and growth
- Understand financial management
- Understand business budgeting
- Understand sales and marketing
Processing sales ordersReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the procedures for processing sales orders accurately
- Understand the importance of following up sales orders to ensure customer satisfaction
- Process sales orders in accordance with organisational procedures
- Follow up sales order processing to ensure timely delivery and customer satisfaction
Promote additional products and/or services to customersReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the promotion of additional products and/or services to customers
- Promote additional products and/or services to customers
Promote equality, diversity and inclusion in the workplaceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the organisational aspects of equality, diversity and inclusion in the workplace
- Understand the personal aspects of equality, diversity and inclusion in the workplace
- Support equality, diversity and inclusion in the workplace
Provide post-transaction customer serviceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand post-transaction customer service
- Provide post-transaction customer service
Provide reception servicesReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand reception services
- Provide a reception service
Resolve customers’ complaintsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the monitoring and resolution of customers’ complaints
- Deal with customers’ complaints
Resolve customers’ problemsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the monitoring and resolution of customers’ problems
- Deal with customers’ problems
Support customer service improvementsReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to support customer service improvements
- Identify the potential for improvements to customer service
- Support the implementation of improvements to customer service
Support customers through real-time online customer serviceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to support customers through real-time online customer service
- Establish the customer service support needed by customers
- Support online customer service in real-time
Support customers using self-service equipmentReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand how to support customers using self-service equipment
- Identify the help needed by customers using self-service equipment
- Help customers to use self-service equipment
Understand customers and customer retentionReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand Customer Relationship Management (CRM)
- Understand customer retention
- Understand the measurement of customer satisfaction
Understand the customer service environmentReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the concepts and practices underpinning customer service delivery
- Understand the relationship between customer service and a brand
- Understand the structure of customer service
- Understand the implications of legislation on customer service delivery
Use service partnerships to deliver customer serviceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand the use of a service partnership in customer service delivery
- Understand ways of building relationships within a customer service partnership
- Deliver customer service within a customer service partnership
Use social media to deliver customer serviceReal unit · Future (Awards and Qualifications) Ltd
What you'll be able to do
- Understand social media in a business environment
- Deal with customers using social media
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Build and maintain customer relations
- Champion customer service
- Deliver customer service to challenging customers
- Improve customer service through use of technology and other resources
- Manage incidents and emergencies in a contact centre
Where this can lead
Lead Call Centre Agent
Your journey as a Lead Call Centre Agent is just another step in building a truly impactful career. We're here to support your growth, whether you're aiming for a management role, a deep technical specialisation, or even a move into another part of the business. The opportunities are there if you're willing to grab them.
See the whole journey →Showing 6 roles, drawn from 82 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for FAQ Level 3 Diploma in Customer Service
44 units in this credential, in the order it lists them, awarded by Future (Awards and Qualifications) Ltd.
- Buddy a colleague to develop their skills
- Build and maintain effective customer relations
- Buyer behaviour in sales situations
- Champion customer service
- Collaborate with other departments
- Communicate verbally with customers
and 38 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.