Leading on Customer Operations

BSc (Hons)

2023/24 Part-time Undergraduate course


Bachelor of Science with Honours


Ulster University Business School


The Business Institute


Belfast campus

Start date:

September 2023


Please refer to employer


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About this course


Please refer to employer

Start dates

  • September 2023

The content for each course is summarised on the relevant course page, along with an overview of the modules that make up the course.

Each course is approved by the University and meets the expectations of:

Attendance and Independent Study

As part of your course induction, you will be provided with details of the organisation and management of the course, including attendance and assessment requirements - usually in the form of a timetable. For full-time courses, the precise timetable for each semester is not confirmed until near the start date and may be subject to change in the early weeks as all courses settle into their planned patterns. For part-time courses which require attendance on particular days and times, an expectation of the days of attendance will often be included in the letter of offer. A course handbook is also made available.

Courses comprise modules for which the notional effort involved is indicated by its credit rating. Each credit point represents 10 hours of student effort. Undergraduate courses typically contain 10- or 20-credit modules and postgraduate course typically 15- or 30-credit modules.

The normal study load expectation for an undergraduate full-time course of study in the standard academic year is 120 credit points. This amounts to around 36-42 hours of expected teaching and learning per week, inclusive of attendance requirements for lectures, seminars, tutorials, practical work, fieldwork or other scheduled classes, private study, and assessment. Part-time study load is the same as full-time pro-rata, with each credit point representing 10 hours of student effort.

Postgraduate Masters courses typically comprise 180 credits, taken in three semesters when studied full-time. A Postgraduate Certificate (PGCert) comprises 60 credits and can usually be completed on a part-time basis in one year. A 120-credit Postgraduate Diploma (PGDip) can usually be completed on a part-time basis in two years.

Class contact times vary by course and type of module. Typically, for a module predominantly delivered through lectures you can expect at least 3 contact hours per week (lectures/seminars/tutorials). Laboratory classes often require a greater intensity of attendance in blocks. Some modules may combine lecture and laboratory. The precise model will depend on the course you apply for and may be subject to change from year to year for quality or enhancement reasons. Prospective students will be consulted about any significant changes.


Assessment methods vary and are defined explicitly in each module. Assessment can be via one method or a combination e.g. examination and coursework . Assessment is designed to assess your achievement of the module’s stated learning outcomes. You can expect to receive timely feedback on all coursework assessment. The precise assessment will depend on the module and may be subject to change from year to year for quality or enhancement reasons. You will be consulted about any significant changes.

Coursework can take many forms, for example: essay, report, seminar paper, test, presentation, dissertation, design, artefacts, portfolio, journal, group work. The precise form and combination of assessment will depend on the course you apply for and the module. Details will be made available in advance through induction, the course handbook, the module specification and the assessment timetable. The details are subject to change from year to year for quality or enhancement reasons. You will be consulted about any significant changes.

Normally, a module will have four learning outcomes, and no more than two items of assessment. An item of assessment can comprise more than one task. The notional workload and the equivalence across types of assessment is standardised.

Calculation of the Final Award

The class of Honours awarded in Bachelor’s degrees is usually determined by calculation of an aggregate mark based on performance across the modules at Levels 5 and 6 (which correspond to the second and third year of full-time attendance).

Level 6 modules contribute 70% of the aggregate mark and Level 5 contributes 30% to the calculation of the class of the award. Classification of integrated Masters degrees with Honours include a Level 7 component. The calculation in this case is: 50% Level 7, 30% Level 6, 20% Level 5. At least half the Level 5 modules must be studied at the University for Level 5 to be included in the calculation of the class.

All other qualifications have an overall grade determined by results in modules from the final level of study. In Masters degrees of more than 200 credit points the final 120 points usually determine the overall grading.

Figures correct for academic year 2019-2020.

Academic profile

The University employs over 1,000 suitably qualified and experienced academic staff - 59% have PhDs in their subject field and many have professional body recognition.

Courses are taught by staff who are Professors (25%), Readers, Senior Lecturers (20%) or Lecturers (55%).

We require most academic staff to be qualified to teach in higher education: 82% hold either Postgraduate Certificates in Higher Education Practice or higher. Most academic staff (81%) are accredited fellows of the Higher Education Academy (HEA) by Advanced HE - the university sector professional body for teaching and learning. Many academic and technical staff hold other professional body designations related to their subject or scholarly practice.

The profiles of many academic staff can be found on the University’s departmental websites and give a detailed insight into the range of staffing and expertise.  The precise staffing for a course will depend on the department(s) involved and the availability and management of staff.  This is subject to change annually and is confirmed in the timetable issued at the start of the course.

Occasionally, teaching may be supplemented by suitably qualified part-time staff (usually qualified researchers) and specialist guest lecturers. In these cases, all staff are inducted, mostly through our staff development programme ‘First Steps to Teaching’. In some cases, usually for provision in one of our out-centres, Recognised University Teachers are involved, supported by the University in suitable professional development for teaching.

Figures correct for academic year 2021-2022.

Belfast campus


High quality apartment living in Belfast city centre adjacent to the university campus.

Find out more - information about accommodation  

Student Wellbeing

At Student Wellbeing we provide many services to help students through their time at Ulster University.

Find out more - information about student wellbeing  

Belfast Campus Location

Campus Address

Ulster University,
2-24 York Street,
BT15 1AP

T: 02870 123 456


Here is a guide to the subjects studied on this course.

Courses are continually reviewed to take advantage of new teaching approaches and developments in research, industry and the professions. Please be aware that modules may change for your year of entry. The exact modules available and their order may vary depending on course updates, staff availability, timetabling and student demand. Please contact the course team for the most up to date module list.

Year one

Project Management Fundamentals

Year: 1

The aim of this module is to provide an understanding of the core elements of Project Management. It focuses on developing the practical and evaluative skills required to undertake inquiry-based learning while utilising project management tools. Subjects covered include the stages of project management and planning, report writing and presentation skills.

Personal Development and Team Dynamics

Year: 1

The aim of this module is to provide the skills and capabilities required to undertake effective self-management and to understand team and organisational development and success. It focuses on developing personal and interpersonal skills and recognising team dynamics. Subjects covered include achieving objectives through self-management, team working, effective communication skills, assertiveness, problem solving and emotional intelligence.

The Business Services Environment

Year: 1

This aim of this module is to provide the skills and capabilities required to understand the external and internal business environments and how these affect the principles and practices of operational management. It focuses on developing the practical and evaluative skills required to identify a variety of concepts, methods and theories within operational, marketing and financial management.

Customer and Stakeholder Relations

Year: 1

The aim of this module is to understand and apply the principles and practices of effective customer and stakeholder relationship management. It considers the client relationship management process, including dealing with customer complaints. The module aims to develop the knowledge and skills required to identify, analyse and manage stakeholders.

Digital Business and Technology

Year: 1

The aim of this module is to provide an understanding of the evolving range of technology available within the business sector and how it is used to engage with customers. It focuses on developing an understanding of the role of technology, how individual systems and hardware interact with each other and the balance between cost and efficiency. Subjects covered include understanding the true value of technology, an introduction to concepts of business case creation and 'return on investment' from new digital business initiatives.

Introduction to Customer Experience

Year: 1

This module is optional

The aim of this module is to provide an understanding of the key principles of CX and how customers interact with a brand across a variety of channels, delivering brand promise and increasing customer satisfaction and loyalty. It focuses on developing the practical skills required to deliver a responsive and superior CX, the interpretation of customer insight and the analysis of data to determine and drive measurable outcomes.

Financial Institutions and Markets

Year: 1

This module is optional

To provide students with an overview of the financial system. It seeks to develop students' understanding of financial markets, institutions and the environment within which they operate.

Year two

The Data Driven Workplace

Year: 2

The aim of this module is to provide the knowledge and skills to understand the application of data in organisations, and to start the process of building capability in designing, structuring, and analysing data. It focuses on developing understanding in the impact of accurate forecasting to enhance operational efficiency, improve customer experiences, and develop an awareness of sophisticated uses of big data and analytics to propel advances that can create sustainable changes.

Business Research

Year: 2

Research is imperative for organisational development and informed business decision making. The aim of this module is to facilitate an understanding of the main concepts and principles of research in a business and organisational context. The module develops the student's understanding of how to source, interpret and analyse business information and data. It considers how the information is reported and utilised for the purposes of business or organisational development.

Effective Business Operations

Year: 2

This aim of this module is to provide the skills and capabilities required to demonstrate an awareness of effective operational management in implementing sustainable change and delivering sustainable outcomes. It will focus on developing practical skills to implement various concepts, methods and theories within operational and marketing management.

Managing and Developing People

Year: 2

The aim of this module is to provide the knowledge and skills required to effectively manage employees in an increasingly mobile workforce, empower and develop employee self-awareness while analysing organisational performance. It focuses on evaluating employee needs and developing practical, empowering and motivational managerial and leadership skills to improve performance.

Business Improvement Techniques

Year: 2

This module aims to enable students to understand the principles and practices of business improvement techniques and approaches. Students will learn how continuous improvement techniques can be applied to improve business performance and gain a competitive edge.

The CX Professional

Year: 2

This module is optional

The aim of this module is to provide the knowledge and skills required to provide an effective CX to proactively respond to the changing demands in consumer expectations. It focuses on developing practical and evaluative methods required to promote professional and organisational performance that results in measurable CX outcomes.

Year three

Strategic Marketing

Year: 3

The aim of this module is to provide the skills and capabilities required to undertake and analyse marketing research and associated research methods in enabling marketers to generate cohesive information. It focuses on developing and identifying the components and requirements of successfully conducting marketing research, giving managers the right information in the right form to make informed marketing decisions. Subjects covered include: marketing research; the marketing environment; consumer behaviour; branding; marketing planning, and marketing communication.

Contemporary Leadership

Year: 3

The aim of the module is to provide the skills and capabilities to critically evaluate the role of leadership in today's changing and challenging business environment. It focuses on developing the practical and evaluative skills required for specific leadership styles, traits and characteristics needed to perform effectively within an organisation. Subjects covered include assessing leadership styles, considering the impact of emotional intelligence and leading authentically for effective team working and organisational effectiveness.

Business Finance

Year: 3

The aim of this module is to provide a critical understanding of the key financial concepts required in a management role. It focuses on developing an understanding of interpreting financial business concepts, statements. The module will provide a critical understanding of the cost management process and managing working capital. Subjects covered include approaches to procurement, contracting and legal requirements.

Developing Professional Practice

Year: 3

This aim of this module is to provide the skills and capabilities required to reflect and critically analyse programme and work-based learning in order to plan and execute Continuous Professional Development by considering the main areas of personal effectiveness, interpersonal excellence and business performance. It focuses on developing the practical, evaluative and analytical skills required to influence and develop the necessary personal and professional traits to thrive and survive in a VUCA world environment.

Business Project

Year: 3

This module is optional

This aim of this module is to provide students to independently identify organisational, industrial or consumer
based problems, opportunities or issues that require a substantial level of structured academic and business research activity in order to draw significant conclusions/recommendations, in the form of a business project. It focuses on developing the practical, evaluative analytical skills required to contextualise real business issues or opportunities in the workplace.

Corporate Entrepreneurship & Intrapreneurship

Year: 3

This module is optional

The aim of this module is to provide the knowledge and skills regarding the principles and practices of entrepreneurship and to be able to implement within an organisation. It focuses on understanding and classifying a variety of concepts, methods and theories and develops strategy and performance that achieves measurable benefits.


Year: 3

This module is optional

The dissertation module is an opportunity for students to carry out an independent - though supervised - applied research project. The work will usually apply subject knowledge from one specialist subject area, and so will be an opportunity for students to demonstrate comprehensive and thorough understanding of that subject area. The supervisor is typically a scholar in the chosen subject discipline. Normally dissertations are "applied" and use primary data, but "desk based" projects are possible with the prior agreement of the supervisor.

Financial Regulation and Ethics

Year: 3

This module is optional

This module provides an understanding of the regulatory compliance issues critical to a role in financial services in the 21st Century.

Year four

Financial Crime and KYC

Year: 4

This module is optional

This module provides an overview of financial crime with an international focus and an emphasis on the practitioner response to financial crime. It has a focus on providing the foundation to Know Your Customer (KYC) and Customer Due Diligence (CDD) in this context.

Standard entry conditions

We recognise a range of qualifications for admission to our courses. In addition to the specific entry conditions for this course you must also meet the University’s General Entrance Requirements.

A level

Please refer to employer for full entry criteria.

English Language Requirements

English language requirements for international applicants
The minimum requirement for this course is Academic IELTS 6.0 with no band score less than 5.5. Trinity ISE: Pass at level III also meets this requirement for Tier 4 visa purposes.

Ulster recognises a number of other English language tests and comparable IELTS equivalent scores.

Careers & opportunities

In this section

Career options

Please refer to employer


Start dates

  • September 2023

Fees and funding

2023/24 Fees

Fees for entry in 2023/24 have not yet been set. See our tuition fees page for the current fees for 2022/23 entry.

Module Pricing

The price of your overall programme will be determined by the number of credit points that you initiate in the relevant academic year.

For modules commenced in the academic year 2022/23, the following fees apply:

Module Pricing
Credit Points NI/ROI Cost GB Cost International Cost
120 £4,629.60 £9,249.60 £15,360
60  £2,314.80 £4,624.80 £7,680
30 £1,157.40 £2,312.40 £3,840
20  £771.60 £1,541.60£2,560

NB: A standard full-time undergraduate degree is equivalent to 120 credit points per year.

Additional mandatory costs

It is important to remember that costs associated with accommodation, travel (including car parking charges) and normal living will need to be covered in addition to tuition fees.

Where a course has additional mandatory expenses (in addition to tuition fees) we make every effort to highlight them above. We aim to provide students with the learning materials needed to support their studies. Our libraries are a valuable resource with an extensive collection of books and journals, as well as first-class facilities and IT equipment. Computer suites and free Wi-Fi are also available on each of the campuses.

There are additional fees for graduation ceremonies, examination resits and library fines.

Students choosing a period of paid work placement or study abroad as a part of their course should be aware that there may be additional travel and living costs, as well as tuition fees.

See the tuition fees on our student guide for most up to date costs.


Course Director: Ruth Mercer

T: +44 (0)28 9536 7349

E: r.mercer@ulster.ac.uk

Admissions Contact: Ruth McKeegan or Kerry Moran

T: +44 (0)28 9536 5782 or +44 (0)28 9536 5821

E: rm.mckeegan@ulster.ac.uk or kl.moran@ulster.ac.uk

Admissions Service

T: +44 (0)28 95367890

E: admissionsbt@ulster.ac.uk

For more information visit


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