Level 3 Certificate in Customer Support & Services

1. Principles of Customer Support & Services Defines advanced customer service concepts and their role in business success.

2. Customer Experience Management (CEM) Explains customer journey mapping, touchpoints, and strategies for enhancing experiences.

3. Advanced Communication and Interpersonal Skills Covers empathy, active listening, conflict resolution, and persuasive communication.

4. Supervising Customer Service Teams Focuses on leadership, coaching, and performance management in service environments.

5. Digital and Multichannel Customer Support Reviews online chat, social media, email, and AI‑enabled support systems.

6. Service Quality Standards and Compliance Introduces ISO service standards, KPIs, and quality assurance frameworks.

7. Problem‑Solving and Complaint Resolution Provides structured approaches to resolving escalated issues and preventing recurrence.

8. Customer Relationship Management (CRM) Systems Explains CRM tools, data management, and using insights to improve service delivery.

9. Cultural Awareness and Global Service Delivery Highlights adapting service to diverse customer needs in international contexts.

10. Capstone Project in Customer Support & Services A practical project requiring learners to design and implement a service improvement initiative.

• Builds advanced expertise in customer support and service delivery

• Enhances leadership and supervisory skills in service environments

• Strengthens ability to manage digital and multichannel support systems

• Provides tools for quality assurance and compliance in customer service

• Offers recognized certification to support career progression in service management

• Customer service supervisors and team leaders

• Call center and helpdesk professionals

• Service quality officers and trainers

• Business professionals advancing from Level 2 Customer Services

• Individuals preparing for management roles in customer support

• Assessment Type: Written exam + project submission + practical evaluation

• Format: MCQs, short answers, applied case study, and capstone project

• Total Questions: 70 theory + 1 case study + 1 project

• Passing Score: 70%

• Duration: 2 hours (written) + 3 weeks (project submission)

• Certification: Level 3 Certificate in Customer Support & Services

To deliver this Qualification, HiQual UK Approved ATPs must demonstrate the capability to deliver, assess, and internally quality assure qualifications in line with recognised regulatory principles and the expectations of the Regulated Qualifications Framework (RQF).

Approved centres must operate effective systems to ensure the validity, reliability, fairness, consistency, and security of assessment.

1. Centre Recognition and Legal Compliance

Centres must be formally recognised by HiQual UK prior to the delivery or assessment of any qualification. To maintain recognition, centres must: Be a legally constituted organisation operating in compliance with applicable legislation and regulatory requirements. Demonstrate effective governance, management oversight, and clear lines of accountability. Comply with all HiQual UK policies, procedures, and conditions of centre recognition. Notify HiQual UK promptly of any material changes that may affect delivery, assessment, or internal quality assurance arrangements.

2. Resources, Facilities, and Learning Environment

Centres must ensure that sufficient and appropriate resources are in place to support learning and assessment. This includes: Learning environments appropriate to the mode of delivery, including classrooms and, where applicable, specialist or practical facilities. Access to learning and assessment resources that enable learners to meet qualification outcomes. Secure systems for managing learner data, assessment records, and certification claims. Arrangements that support equality of access and reasonable adjustments for learners where required.

3. Staff Competence and Occupational Expertise

Centres must ensure that all staff involved in delivery, assessment, and internal quality assurance are competent and suitably qualified. Centres must: Appoint tutors with appropriate subject knowledge, teaching competence, and relevant occupational or professional experience. Ensure assessors are trained and competent in applying HiQual UK assessment requirements and standards. Appoint a qualified Internal Quality Assurer (IQA) responsible for monitoring assessment practice and decisions. Maintain records of staff qualifications, experience, training, and continuing professional development (CPD).

4. Assessment Practice and Internal Quality Assurance (IQA)

Centres must operate robust internal quality assurance systems to ensure assessment integrity. Centres must: Ensure assessment is valid, fit for purpose, and conducted in line with HiQual UK requirements. Implement effective IQA procedures to monitor assessor performance and confirm the consistency of assessment decisions. Maintain accurate, complete, and auditable records of learner registration, assessment evidence, and outcomes. Carry out regular internal reviews and standardisation activities to support continuous improvement.

5. Integrity, Risk Management, and Malpractice

Centres must take appropriate measures to protect the integrity of assessment. Centres must: Maintain policies and procedures for the prevention, identification, and management of malpractice and maladministration. Ensure secure handling, storage, and retention of assessment materials and learner evidence. Report any suspected or confirmed malpractice to HiQual UK in accordance with published procedures.

6. Health, Safety, Safeguarding, and Learner Protection

Centres must provide a safe, inclusive, and supportive learning environment. Centres must: Comply with applicable health and safety and safeguarding legislation. Conduct risk assessments for learning activities, particularly where practical or technical work is involved. Maintain procedures to safeguard learner welfare and wellbeing.

7. Learner Information, Support, and Fair Treatment

Centres must ensure learners are informed, supported, and treated fairly. Centres must: Provide clear and accurate information on programme requirements, assessment methods, and certification. Ensure learners receive timely and constructive feedback on assessment outcomes. Operate transparent complaints and appeals procedures aligned with HiQual UK requirements. Manage learner information securely in compliance with data protection legislation.