{"id":1067,"date":"2025-12-03T18:22:18","date_gmt":"2025-12-03T18:22:18","guid":{"rendered":"https:\/\/logisticatraining.co.uk\/?page_id=1067"},"modified":"2025-12-08T20:55:23","modified_gmt":"2025-12-08T20:55:23","slug":"icq-level-3-diploma-in-customer-service-rqf","status":"publish","type":"page","link":"https:\/\/logisticatraining.co.uk\/index.php\/icq-level-3-diploma-in-customer-service-rqf\/","title":{"rendered":"iCQ Level 3 Diploma in Customer Service (RQF)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1067\" class=\"elementor elementor-1067\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6db6cf3 elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"6db6cf3\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4ef15fa\" data-id=\"4ef15fa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-cc9f92f elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"cc9f92f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-cbf3c5a\" data-id=\"cbf3c5a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ccbcf2f elementor-widget elementor-widget-image\" data-id=\"ccbcf2f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"114\" height=\"114\" src=\"https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/09\/LTC-icon.svg\" class=\"attachment-large size-large wp-image-647\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d93809b elementor-vertical-align-bottom elementor-widget elementor-widget-image-box\" data-id=\"d93809b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><div class=\"elementor-image-box-content\"><h1 class=\"elementor-image-box-title\">iCQ Level 3 Diploma in Customer Service (RQF)<\/h1><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ca2f47b\" data-id=\"ca2f47b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-0253177 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"0253177\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-de5cd17\" data-id=\"de5cd17\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a1c7e4d elementor-align-left elementor-widget elementor-widget-button\" data-id=\"a1c7e4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/logisticatraining.co.uk\/contact\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-arrow-right\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M190.5 66.9l22.2-22.2c9.4-9.4 24.6-9.4 33.9 0L441 239c9.4 9.4 9.4 24.6 0 33.9L246.6 467.3c-9.4 9.4-24.6 9.4-33.9 0l-22.2-22.2c-9.5-9.5-9.3-25 .4-34.3L311.4 296H24c-13.3 0-24-10.7-24-24v-32c0-13.3 10.7-24 24-24h287.4L190.9 101.2c-9.8-9.3-10-24.8-.4-34.3z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Apply Now<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a5eea65 elementor-section-full_width elementor-section-stretched elementor-section-content-middle elementor-section-height-default elementor-section-height-default\" data-id=\"a5eea65\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c7b1f5c\" data-id=\"c7b1f5c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-28d9952 elementor-section-full_width elementor-section-content-middle elementor-section-height-default elementor-section-height-default\" data-id=\"28d9952\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c3118a3\" data-id=\"c3118a3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ecd62eb elementor-widget elementor-widget-image\" data-id=\"ecd62eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1200\" height=\"1200\" src=\"https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-1-iCQ-Level-3-Diploma-in-Customer-Service-RQF.webp\" class=\"attachment-large size-large wp-image-1328\" alt=\"\" srcset=\"https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-1-iCQ-Level-3-Diploma-in-Customer-Service-RQF.webp 1200w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-1-iCQ-Level-3-Diploma-in-Customer-Service-RQF-500x500.webp 500w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-1-iCQ-Level-3-Diploma-in-Customer-Service-RQF-300x300.webp 300w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-1-iCQ-Level-3-Diploma-in-Customer-Service-RQF-768x768.webp 768w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-1-iCQ-Level-3-Diploma-in-Customer-Service-RQF-150x150.webp 150w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-1-iCQ-Level-3-Diploma-in-Customer-Service-RQF-75x75.webp 75w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-1-iCQ-Level-3-Diploma-in-Customer-Service-RQF-480x480.webp 480w\" sizes=\"(max-width:767px) 480px, (max-width:1200px) 100vw, 1200px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-656a85e\" data-id=\"656a85e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fae9b86 elementor-widget elementor-widget-heading\" data-id=\"fae9b86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Course Overview<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cd03146 elementor-widget elementor-widget-text-editor\" data-id=\"cd03146\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"297\" data-end=\"589\">This qualification is built for people already working in customer service at a senior, lead or supervisory level. It develops the practical skills and deeper understanding needed to run a high-quality customer experience, handle escalations, solve problems, shape processes, and lead others.<\/p><p data-start=\"591\" data-end=\"716\">It\u2019s fully work-based and assessed through a portfolio of real evidence, so everything learned directly ties back to the job.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5d459a0 elementor-section-full_width elementor-section-stretched elementor-section-content-middle elementor-section-height-default elementor-section-height-default\" data-id=\"5d459a0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-aab3237\" data-id=\"aab3237\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-d7a9304 elementor-section-full_width elementor-section-content-middle elementor-section-height-default elementor-section-height-default\" data-id=\"d7a9304\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-95f46dd\" data-id=\"95f46dd\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-de20653 elementor-widget elementor-widget-image\" data-id=\"de20653\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1200\" height=\"975\" src=\"https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-iCQ-Level-3-Diploma-in-Customer-Service-RQF.webp\" class=\"attachment-large size-large wp-image-1329\" alt=\"\" srcset=\"https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-iCQ-Level-3-Diploma-in-Customer-Service-RQF.webp 1200w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-iCQ-Level-3-Diploma-in-Customer-Service-RQF-500x406.webp 500w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-iCQ-Level-3-Diploma-in-Customer-Service-RQF-300x244.webp 300w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-iCQ-Level-3-Diploma-in-Customer-Service-RQF-768x624.webp 768w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-iCQ-Level-3-Diploma-in-Customer-Service-RQF-92x75.webp 92w, https:\/\/logisticatraining.co.uk\/wp-content\/uploads\/2025\/12\/LTC-iCQ-Level-3-Diploma-in-Customer-Service-RQF-480x390.webp 480w\" sizes=\"(max-width:767px) 480px, (max-width:1200px) 100vw, 1200px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ebb8b54\" data-id=\"ebb8b54\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d5ffdb7 e-n-tabs-mobile elementor-widget elementor-widget-n-tabs\" data-id=\"d5ffdb7\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;tabs_justify_horizontal_mobile&quot;:&quot;start&quot;,&quot;horizontal_scroll_mobile&quot;:&quot;disable&quot;}\" data-widget_type=\"nested-tabs.default\">\n\t\t\t\t\t\t\t<div class=\"e-n-tabs\" data-widget-number=\"224394679\" aria-label=\"Tabs. Open items with Enter or Space, close with Escape and navigate using the Arrow keys.\">\n\t\t\t<div class=\"e-n-tabs-heading\" role=\"tablist\">\n\t\t\t\t\t<button id=\"e-n-tab-title-2243946791\" data-tab-title-id=\"e-n-tab-title-2243946791\" class=\"e-n-tab-title\" aria-selected=\"true\" data-tab-index=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"e-n-tab-content-2243946791\" style=\"--n-tabs-title-order: 1;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tWho Is This For?\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-2243946792\" data-tab-title-id=\"e-n-tab-title-2243946792\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-2243946792\" style=\"--n-tabs-title-order: 2;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tWhy This Qualification Matters\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-2243946793\" data-tab-title-id=\"e-n-tab-title-2243946793\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-2243946793\" style=\"--n-tabs-title-order: 3;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tStructure\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-2243946794\" data-tab-title-id=\"e-n-tab-title-2243946794\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"4\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-2243946794\" style=\"--n-tabs-title-order: 4;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tMandatory Units \t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-2243946795\" data-tab-title-id=\"e-n-tab-title-2243946795\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"5\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-2243946795\" style=\"--n-tabs-title-order: 5;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tEntry Requirements\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t<button id=\"e-n-tab-title-2243946796\" data-tab-title-id=\"e-n-tab-title-2243946796\" class=\"e-n-tab-title\" aria-selected=\"false\" data-tab-index=\"6\" role=\"tab\" tabindex=\"-1\" aria-controls=\"e-n-tab-content-2243946796\" style=\"--n-tabs-title-order: 6;\">\n\t\t\t\t\t\t<span class=\"e-n-tab-title-text\">\n\t\t\t\tProgression Routes\t\t\t<\/span>\n\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t<div class=\"e-n-tabs-content\">\n\t\t\t\t<div id=\"e-n-tab-content-2243946791\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-2243946791\" data-tab-index=\"1\" style=\"--n-tabs-title-order: 1;\" class=\"e-active elementor-element elementor-element-e0dcfea e-con-full e-flex e-con e-child\" data-id=\"e0dcfea\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-a07c652 e-flex e-con-boxed e-con e-child\" data-id=\"a07c652\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2b56bed elementor-widget elementor-widget-heading\" data-id=\"2b56bed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Who Is This For?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b047ce7 elementor-widget elementor-widget-text-editor\" data-id=\"b047ce7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li data-start=\"747\" data-end=\"780\"><p data-start=\"749\" data-end=\"780\">Senior customer service staff<\/p><\/li><li data-start=\"781\" data-end=\"845\"><p data-start=\"783\" data-end=\"845\">Team leaders, supervisors or people stepping into leadership<\/p><\/li><li data-start=\"846\" data-end=\"896\"><p data-start=\"848\" data-end=\"896\">Experienced service advisors ready to progress<\/p><\/li><li data-start=\"897\" data-end=\"994\"><p data-start=\"899\" data-end=\"994\">Anyone responsible for customer retention, complaints, problem resolution or service delivery<\/p><\/li><li data-start=\"995\" data-end=\"1065\"><p data-start=\"997\" data-end=\"1065\">Learners aged 16\u201318 and 19+ in England, Wales and Northern Ireland<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-2243946792\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-2243946792\" data-tab-index=\"2\" style=\"--n-tabs-title-order: 2;\" class=\" elementor-element elementor-element-71ffb51 e-con-full e-flex e-con e-child\" data-id=\"71ffb51\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-21d6d33 e-flex e-con-boxed e-con e-child\" data-id=\"21d6d33\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-287c3cf elementor-widget elementor-widget-heading\" data-id=\"287c3cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Why This Qualification Matters<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-649ffcd elementor-widget elementor-widget-text-editor\" data-id=\"649ffcd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"1110\" data-end=\"1142\">Learners develop the ability to:<\/p><ul data-start=\"1143\" data-end=\"1597\"><li data-start=\"1143\" data-end=\"1205\"><p data-start=\"1145\" data-end=\"1205\">Lead and deliver consistent, high-quality customer service<\/p><\/li><li data-start=\"1206\" data-end=\"1250\"><p data-start=\"1208\" data-end=\"1250\">Understand customers and drive retention<\/p><\/li><li data-start=\"1251\" data-end=\"1298\"><p data-start=\"1253\" data-end=\"1298\">Resolve problems and complaints effectively<\/p><\/li><li data-start=\"1299\" data-end=\"1344\"><p data-start=\"1301\" data-end=\"1344\">Analyse feedback and service interactions<\/p><\/li><li data-start=\"1345\" data-end=\"1383\"><p data-start=\"1347\" data-end=\"1383\">Plan and organise service delivery<\/p><\/li><li data-start=\"1384\" data-end=\"1458\"><p data-start=\"1386\" data-end=\"1458\">Use data, technology, social media, and CRM systems to improve service<\/p><\/li><li data-start=\"1459\" data-end=\"1502\"><p data-start=\"1461\" data-end=\"1502\">Support, guide and develop team members<\/p><\/li><li data-start=\"1503\" data-end=\"1546\"><p data-start=\"1505\" data-end=\"1546\">Improve processes and customer journeys<\/p><\/li><li data-start=\"1547\" data-end=\"1597\"><p data-start=\"1549\" data-end=\"1597\">Build strong, long-term customer relationships<\/p><\/li><\/ul><p data-start=\"1599\" data-end=\"1699\">Organisations benefit from sharper service, better retention, stronger teams, and fewer escalations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-2243946793\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-2243946793\" data-tab-index=\"3\" style=\"--n-tabs-title-order: 3;\" class=\" elementor-element elementor-element-ebde3b9 e-con-full e-flex e-con e-child\" data-id=\"ebde3b9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-e91951c e-flex e-con-boxed e-con e-child\" data-id=\"e91951c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6fe27ad elementor-widget elementor-widget-heading\" data-id=\"6fe27ad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Structure<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb30ecd elementor-widget elementor-widget-text-editor\" data-id=\"eb30ecd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"2197\" data-end=\"2242\">Learners must achieve <strong data-start=\"2219\" data-end=\"2233\">55 credits<\/strong> total:<\/p><ul data-start=\"2243\" data-end=\"2370\"><li data-start=\"2243\" data-end=\"2281\"><p data-start=\"2245\" data-end=\"2281\"><strong data-start=\"2245\" data-end=\"2259\">31 credits<\/strong> \u2013 Mandatory Group A<\/p><\/li><li data-start=\"2282\" data-end=\"2327\"><p data-start=\"2284\" data-end=\"2327\"><strong data-start=\"2284\" data-end=\"2306\">Minimum 15 credits<\/strong> \u2013 Optional Group B<\/p><\/li><li data-start=\"2328\" data-end=\"2370\"><p data-start=\"2330\" data-end=\"2370\"><strong data-start=\"2330\" data-end=\"2349\">Up to 9 credits<\/strong> \u2013 Optional Group C<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-2243946794\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-2243946794\" data-tab-index=\"4\" style=\"--n-tabs-title-order: 4;\" class=\" elementor-element elementor-element-20304ff e-con-full e-flex e-con e-child\" data-id=\"20304ff\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-6c5da42 e-flex e-con-boxed e-con e-child\" data-id=\"6c5da42\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4b7dc40 elementor-widget elementor-widget-heading\" data-id=\"4b7dc40\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Mandatory Units <br>(Core of the Qualification)<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-399f683 elementor-widget elementor-widget-text-editor\" data-id=\"399f683\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>These cover the full senior-level skillset required in customer service operations:<\/p><p data-start=\"2513\" data-end=\"2568\"><strong data-start=\"2517\" data-end=\"2566\">Principles of Business (Level 3 | 10 credits)<\/strong><\/p><p>Business markets, innovation, finance, budgeting, marketing, sales, branding, and how organisations operate.<\/p><p data-start=\"2679\" data-end=\"2754\"><strong data-start=\"2683\" data-end=\"2752\">Understand Customers and Customer Retention (Level 3 | 4 credits)<\/strong><\/p><p>CRM systems, customer segmentation, loyalty, retention strategies, measurement of satisfaction.<\/p><p data-start=\"2852\" data-end=\"2911\"><strong data-start=\"2856\" data-end=\"2909\">Resolve Customers\u2019 Problems (Level 3 | 4 credits)<\/strong><\/p><p>Identifying issues, negotiating, evaluating solutions, improving products\/services based on problems.<\/p><p data-start=\"3015\" data-end=\"3084\"><strong data-start=\"3019\" data-end=\"3082\">Organise and Deliver Customer Service (Level 3 | 5 credits)<\/strong><\/p><p>Customer journeys, segmentation, planning service delivery, dealing with workloads, service failures.<\/p><p data-start=\"3188\" data-end=\"3264\"><strong data-start=\"3192\" data-end=\"3262\">Manage Personal and Professional Development (Level 3 | 3 credits)<\/strong><\/p><p>Setting goals, skills gap analysis, development planning, SMART objectives, ongoing learning.<\/p><p><strong data-start=\"3364\" data-end=\"3433\">Understand the Customer Service Environment (Level 3 | 5 credits)<\/strong><\/p><p>Brand impact, service profit chain, service models, customer expectations, legislation, data protection.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-2243946795\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-2243946795\" data-tab-index=\"5\" style=\"--n-tabs-title-order: 5;\" class=\" elementor-element elementor-element-8e70e18 e-con-full e-flex e-con e-child\" data-id=\"8e70e18\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-b810f71 e-flex e-con-boxed e-con e-child\" data-id=\"b810f71\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e5c3b9a elementor-widget elementor-widget-heading\" data-id=\"e5c3b9a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Entry Requirements<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8dff47a elementor-widget elementor-widget-text-editor\" data-id=\"8dff47a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li data-start=\"4701\" data-end=\"4738\"><p data-start=\"4703\" data-end=\"4738\">No formal qualifications required<\/p><\/li><li data-start=\"4739\" data-end=\"4806\"><p data-start=\"4741\" data-end=\"4806\">Must be in a role that allows gathering real workplace evidence<\/p><\/li><li data-start=\"4807\" data-end=\"4887\"><p data-start=\"4809\" data-end=\"4887\">Suitable English and Maths skills to complete written work and documentation<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div id=\"e-n-tab-content-2243946796\" role=\"tabpanel\" aria-labelledby=\"e-n-tab-title-2243946796\" data-tab-index=\"6\" style=\"--n-tabs-title-order: 6;\" class=\" elementor-element elementor-element-3a46e8a e-con-full e-flex e-con e-child\" data-id=\"3a46e8a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-2fa56cb e-flex e-con-boxed e-con e-child\" data-id=\"2fa56cb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-36823e4 elementor-widget elementor-widget-heading\" data-id=\"36823e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Progression Routes<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d06d4d9 elementor-widget elementor-widget-text-editor\" data-id=\"d06d4d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li data-start=\"4701\" data-end=\"4738\"><p data-start=\"4703\" data-end=\"4738\">No formal qualifications required<\/p><\/li><li data-start=\"4739\" data-end=\"4806\"><p data-start=\"4741\" data-end=\"4806\">Must be in a role that allows gathering real workplace evidence<\/p><\/li><li data-start=\"4807\" data-end=\"4887\"><p data-start=\"4809\" data-end=\"4887\">Suitable English and Maths skills to complete written work and documentation<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-31d807d elementor-section-stretched elementor-section-content-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"31d807d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-1b96b35\" data-id=\"1b96b35\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-99bca96 elementor-widget elementor-widget-heading\" data-id=\"99bca96\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">Optional Units (Choose Based on Role)<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e09d40 elementor-widget elementor-widget-heading\" data-id=\"8e09d40\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Group B<br>Customer Service Options (Level 2\u20134)<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ac5ffd elementor-widget elementor-widget-text-editor\" data-id=\"6ac5ffd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Examples include:<\/p><ul data-start=\"3668\" data-end=\"4112\"><li data-start=\"3668\" data-end=\"3705\">Real-time online customer service<\/li><li data-start=\"3706\" data-end=\"3738\">Championing customer service<\/li><li data-start=\"3739\" data-end=\"3777\">Social media strategy and delivery<\/li><li data-start=\"3778\" data-end=\"3812\">Handling challenging customers<\/li><li data-start=\"3813\" data-end=\"3847\">Customer feedback and analysis<\/li><li data-start=\"3848\" data-end=\"3871\">Customer complaints<\/li><li data-start=\"3872\" data-end=\"3903\">Building customer relations<\/li><li data-start=\"3904\" data-end=\"3932\">Post-transaction support<\/li><li data-start=\"3933\" data-end=\"3976\">Delivering service on customer premises<\/li><li data-start=\"3977\" data-end=\"4001\">Service improvements<\/li><li data-start=\"4002\" data-end=\"4028\">Exceeding expectations<\/li><li data-start=\"4029\" data-end=\"4068\">Using technology to improve service<\/li><li data-start=\"4069\" data-end=\"4112\">Managing customer service award schemes<\/li><\/ul><p>This group lets the learner tailor the qualification around their specific role.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-e4f7f66\" data-id=\"e4f7f66\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-54da551 elementor-widget elementor-widget-heading\" data-id=\"54da551\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">Optional Units (Choose Based on Role)<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9931e1 elementor-widget elementor-widget-heading\" data-id=\"b9931e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Group C<br>Leadership, Admin &amp; Sales-Linked Options<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61e7951 elementor-widget elementor-widget-text-editor\" data-id=\"61e7951\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"4260\" data-end=\"4279\">Examples include:<\/p><ul data-start=\"4280\" data-end=\"4566\"><li data-start=\"4280\" data-end=\"4307\"><p data-start=\"4282\" data-end=\"4307\">Manage team performance<\/p><\/li><li data-start=\"4308\" data-end=\"4347\"><p data-start=\"4310\" data-end=\"4347\">Negotiate in a business environment<\/p><\/li><li data-start=\"4348\" data-end=\"4373\"><p data-start=\"4350\" data-end=\"4373\">Lead sales activities<\/p><\/li><li data-start=\"4374\" data-end=\"4393\"><p data-start=\"4376\" data-end=\"4393\">Buyer behaviour<\/p><\/li><li data-start=\"4394\" data-end=\"4433\"><p data-start=\"4396\" data-end=\"4433\">Manage diaries, events or reception<\/p><\/li><li data-start=\"4434\" data-end=\"4472\"><p data-start=\"4436\" data-end=\"4472\">Collaborate with other departments<\/p><\/li><li data-start=\"4473\" data-end=\"4500\"><p data-start=\"4475\" data-end=\"4500\">Buddy\/mentor colleagues<\/p><\/li><li data-start=\"4501\" data-end=\"4528\"><p data-start=\"4503\" data-end=\"4528\">Processing sales orders<\/p><\/li><li data-start=\"4529\" data-end=\"4566\"><p data-start=\"4531\" data-end=\"4566\">Equality, diversity and inclusion<\/p><\/li><\/ul><p data-start=\"4568\" data-end=\"4668\">These help build broader competence where customer service overlaps with leadership, admin or sales.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5d52b3c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5d52b3c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-beb0e11\" data-id=\"beb0e11\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a57bd4e elementor-widget elementor-widget-heading\" data-id=\"a57bd4e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Qualification Details<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a62ee46 elementor-widget elementor-widget-text-editor\" data-id=\"a62ee46\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li data-start=\"1735\" data-end=\"1795\"><p data-start=\"1737\" data-end=\"1795\"><strong data-start=\"1737\" data-end=\"1747\">Title:<\/strong> iCQ Level 3 Diploma in Customer Service (RQF)<\/p><\/li><li data-start=\"1796\" data-end=\"1821\"><p data-start=\"1798\" data-end=\"1821\"><strong data-start=\"1798\" data-end=\"1816\">Total credits:<\/strong> 55<\/p><\/li><li data-start=\"1822\" data-end=\"1869\"><p data-start=\"1824\" data-end=\"1869\"><strong data-start=\"1824\" data-end=\"1856\">Credits at Level 3 or above:<\/strong> Minimum 40<\/p><\/li><li data-start=\"1870\" data-end=\"1890\"><p data-start=\"1872\" data-end=\"1890\"><strong data-start=\"1872\" data-end=\"1880\">GLH:<\/strong> 289\u2013375<\/p><\/li><li data-start=\"1891\" data-end=\"1932\"><p data-start=\"1893\" data-end=\"1932\"><strong data-start=\"1893\" data-end=\"1908\">Assessment:<\/strong> Portfolio of evidence<\/p><\/li><li data-start=\"1933\" data-end=\"1954\"><p data-start=\"1935\" data-end=\"1954\"><strong data-start=\"1935\" data-end=\"1947\">Grading:<\/strong> Pass<\/p><\/li><li data-start=\"1955\" data-end=\"2003\"><p data-start=\"1957\" data-end=\"2003\"><strong data-start=\"1957\" data-end=\"1975\">Awarding Body:<\/strong> iCan Qualifications (iCQ)<\/p><\/li><li data-start=\"2004\" data-end=\"2089\"><p data-start=\"2006\" data-end=\"2089\"><strong data-start=\"2006\" data-end=\"2022\">Recognition:<\/strong> Ofqual-regulated, offered in England, Wales and Northern Ireland<\/p><\/li><li data-start=\"2090\" data-end=\"2173\"><p data-start=\"2092\" data-end=\"2173\"><strong data-start=\"2092\" data-end=\"2104\">Purpose:<\/strong> Confirms occupational competence in a senior customer service role<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5be185e elementor-align-left elementor-mobile-align-left elementor-widget elementor-widget-button\" data-id=\"5be185e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/logisticatraining.co.uk\/contact\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-arrow-right\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M190.5 66.9l22.2-22.2c9.4-9.4 24.6-9.4 33.9 0L441 239c9.4 9.4 9.4 24.6 0 33.9L246.6 467.3c-9.4 9.4-24.6 9.4-33.9 0l-22.2-22.2c-9.5-9.5-9.3-25 .4-34.3L311.4 296H24c-13.3 0-24-10.7-24-24v-32c0-13.3 10.7-24 24-24h287.4L190.9 101.2c-9.8-9.3-10-24.8-.4-34.3z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Apply for iCQ Level 3 Diploma in Customer Service (RQF)<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>iCQ Level 3 Diploma in Customer Service (RQF) Apply Now Course Overview This qualification is built for people already working in customer service at a senior, lead or supervisory level. It develops<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":942,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1067","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>iCQ Level 3 Diploma in Customer Service (RQF) - LTC Training<\/title>\n<meta name=\"description\" content=\"Earn the Level 2 Adult Social Care Certificate. 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