Level 1 Certificate in Customer Service (QCF)

Level 1 Certificate in Customer Service (QCF) is for learners who work in, or who want to work in a supporting role in the customer service sector. It is suitable for learners who have little or no previous experience of the sector, including those returning to work after unemployment, NEET learners and school leavers.

It gives learners the opportunity to:

● Develop and demonstrate skills, knowledge and attitudes for working in a customer service
role, carrying out a range of routine service-related tasks including communicating and
dealing directly with customers
● Develop their own personal growth and engagement in learning through the development of
personal, learning and thinking skills (PLTS)
● Have existing skills recognised
● Achieve a nationally-recognised Level 1 qualification.
Learners could also progress to employment in customer service in a supporting role, for example:
● Customer Service Assistant
● Telesales Operative
● Help Desk Assistant
● Call Centre Advisor.

Entry requirements
No prior knowledge, understanding, skills or qualifications are required before learners register for this qualification.
Approved age ranges 14-16, 16-18, 19+
Duration: Guided learning hours 143-178.
Qualification structure
The learner will need to meet the requirements outlined in the table below before
the qualification can be awarded.

Minimum number of credits that must be achieved 23
Number of mandatory credits that must be achieved from Group A 14
Minimum number of optional credits that must be achieved (either from
Group B only, or from both Group B and Group C) 9
Minimum number of optional credits that must be achieved from Group B 6
Maximum number of optional credits that may be achieved from Group C 3

Progression opportunities
Learners who achieve the Level 1 Certificate in Customer Service (QCF) can progress to the Intermediate Apprenticeship in Customer Service at Level 2, which includes the Level 2 Diploma in Customer Service (QCF), or to a Level 2 qualification such as the following:

● Level 2 Award in Principles of Customer Service (QCF)
● Level 2 Certificate in Principles of Customer Service (QCF).