Focus Awards Level 1 Certificate in Customer Service (RQF)

Focus Awards Level 1 Certificate in Customer Service (RQF)

(QRN – 601/8686/0)


Qualification Overview

The Focus Awards Level 1 Certificate in Customer Service (RQF) is aimed at those learners preparing to enter the customer services sector. The purpose of this qualification is to support learners with the development of starting a career within the customer service industry. It will prepare learners for employment within this sector. The aim is to provide the learners with the specific knowledge and skills required to pursue a career within this sector. The qualification also allows the learner to achieve a nationally accredited qualification, will give them the necessary skills and knowledge to be able to communicate with different types of customers, and fully understand working within this environment Learners will develop their knowledge and understanding in:
  • The delivery of excellent customer service;
  • Communication skills in order to strengthen relationships and interactions with customers and colleagues;
  • Principles that underpin outstanding customer care; and
  • Develop and maintain key transferable skills applicable in a range of industries and sectors.

Qualification Structure

To successfully achieve this qualification, learners must complete the all 5 mandatory units achieving 14 credits. From Optional Group A learners must achieve a minimum of 6 Credits and a maximum of 3 Credits from Optional Group B.

Learner Entry Requirements

Focus Awards does not set any entry requirements but training providers or colleges may have their own guidelines.

Progression routes

Upon completion of Focus Awards Level 1 Certificate in Customer Service (RQF) learners can progress onto the following qualifications:

Age Ranges

Entry is at the discretion of the centre. Entry for learners pre 16 is permitted on this qualification.

Geographical Coverage

This qualification has been accredited for use in England and Northern Ireland.

Qualification Specification

To view the Qualification Specification please click here.

Unit Title Unit Ref Level Credit GLH
Mandatory Units
Understand working in a customer service environment H/508/3344 1 3 25
Communication in customer service F/508/3352   1 2 14
Principles of personal performance and development Y/508/3356   1 3 30
Principles of working in a business environment H/508/3358   1 4 25
Work with others in a business environment K/508/3359   1 2 18
Optional Group A
Record details of customer service problems H/508/3361 1 3 14
Deal with customer queries, requests and problems K/508/3362 1 3 11
Communicate with customers in writing T/508/3364 2 3 20
Deal with incoming telephone calls from customers J/508/3367 2 3 16
Make telephone calls to customers R/508/3369 2 3 16
Process information about customers R/508/3372 2 3 14
Optional Group B
Manage time and workload D/508/3374 1 1 10
Meet and welcome visitors in a business environment H/508/3375 1 2 20
Contribute to sales activities in a contact centre M/508/3377 1 3 6
Use specific features of contact centre systems and technology R/508/3467 1 3 12
Health and Safety Procedures in the Workplace T/508/3381   2 2 16
Processing sales orders A/508/3382 2 2 17
Meeting customers’ after sales needs F/508/3383 2 3 14