Highfield Level 3 Certificate

Customer Service

The objective of this qualification is to prepare learners for employment and support learners who are new to the customer service sector and wish to improve their knowledge resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for those who deal, or intend to deal, with customers on a daily basis as part of their role. The qualification is applicable to a variety of work environments, covering topics such as principles of customer service, developing and improving the customer service process.

Who are these qualifications for?

This qualification is ideal for those taking their first steps into a customer service based role, as well as a useful refresher for individuals already carrying our customer facing roles. 

What will the course cover?

  • Principles of Customer Service Delivery

  • Developing and Improving the Customer Service Process

How does the qualification work?

The Mitre Group Highfield Level 3 Certification in Customer Service will require you to attend 7, 2 hour online training sessions led by a Mitre Tutor. 1-2-1 learner support will be provided to you by an expert Tutor.


Each learner will produce a portfolio of evidence to support their learning, individually assessed by a Mitre Tutor.

Available Courses:

In partnership with the West Midlands Combined Authority, the following courses are exclusively available for free to all residents living within the following council areas:

  • Birmingham City Council

  • Coventry City Council

  • Dudley Metropolitan Borough Council

  • Sandwell Metropolitan Borough Council

  • Solihull Metropolitan Borough Council

  • Walsall Council

  • City of Wolverhampton Council

. You must be 19 years old or over to enter any of the courses below.

Check your Postcode Eligibility...

Enter your postcode below. In order to be eligible for a free, fully funded course position you'll need to be registered to a WMCA postcode.


I really enjoyed this course and I learnt so much about the UK laws and retail sector.  Customer service is a passion of mine and I will use the knowledge gained in my future career.
Thank you to Paul for his patience and expertise - he was very professional and a pleasure to work with.

This was my first time doing an online only course, I enjoyed it and would have no problems with doing another course via Mitre. This is largely down to the brilliant course delivery of the tutor, Paul Batty, he created a very relaxed and welcoming environment which made it easier to learn in.


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