Duration

03 – 06 Months

Accreditation

NCFE

Overview

The primary purpose of this qualification is to develop the skills and knowledge you will need to be able to work effectively in a customer service role. You will develop your skills in communication, learn how to resolve queries and meet customers’ needs, and build up your knowledge of the principles of customer service.

This is a cross-sector qualification aimed at current and prospective customer service workers. This qualification covers the skills and knowledge needed to be a customer service worker, covering competencies applicable to a wide range of contexts.

GLH 133
TQT 230

Delivery Methods

To cater to different learning styles and preferences, the London College of Professional Studies (LCPS) offers a range of flexible delivery methods, allowing learners to study in a way that suits their needs and schedules.

Learners will be able to:

  • ✅ Access all course materials – including online modules, study guides, and written assignments.
  • ✅ Receive expert tutor support throughout the course.
  • ✅ Use the LCPS Online Learning Portal – available 24/7, providing a user-friendly platform for all study resources.
  • ✅ Obtain detailed assignment briefings to guide assessment preparation.
  • ✅ Access high-quality study notes designed to support learning and understanding.
  • ✅ Receive assignment feedback and marks to monitor progress and improvement.
  • ✅ Earn a fully accredited UK qualification upon successful completion.
  • ✅ Get dedicated customer support via chat, telephone, or email (Monday to Friday).
  • ✅ Enjoy full academic and administrative support from enrolment to course completion.

Duration

The program is available in 2 duration modes:

  • 03 Months
  • 06 Months

Accreditation

NCFE / Cache Ofqual regulated awarding bodies

NCFE Logo

Course Delivery

  • Online
  • Blended Learning

Entry Requirements

This qualification is designed for learners of age 16 and above, who are working in or are looking to work in a customer service role or similar.

Who is this qualification for?

This qualification is ideal if you are working in or looking to work in your first customer service role or if you want to progress in your customer service career.

Module Structure

To be awarded the Level 1 Certificate in Customer Service, learners must achieve a minimum of 23 credits:
  • A total of 14 credits from Group A
  • A minimum of 6 credits from Group B
  • And the remaining credits can come from Group B or Group C

Group A mandatory units

  • Unit 01 Understand working in a customer service environment (3 credits)
  • Unit 02 Communication in customer service (2 credits)
  • Unit 03 Principles of personal performance and development (3 credits)
  • Unit 04 Principles of working in a business environment (4 credits)
  • Unit 05 Work with others in a business environment (2 credits)

Group B optional units

  • Unit 06 Record details of customer service problems (3 credits)
  • Unit 07 Deal with customer queries, requests, and problems (3 credits)
  • Unit 08 Communicate with customers in writing (3 credits)
  • Unit 09 Deal with incoming telephone calls from customers (3 credits)
  • Unit 10 Make telephone calls to customers (3 credits)
  • Unit 11 Process information about customers (3 credits)

Group C optional units

  • Unit 12 Manage time and workload (1 credit)
  • Unit 13 Meet and welcome visitors in a business environment (2 credits)
  • Unit 14 Contribute to sales activities in a contact center (3 credits)
  • Unit 15 Use specific features of contact center systems and technology (3 credits)
  • Unit 16 Health and safety procedures in the workplace (2 credits)
  • Unit 17 Processing sales orders (2 credits)
  • Unit 18 Meeting customers’ after-sales needs (3 credits)

Progression

Learners who achieve this qualification could progress to:
  • Level 2 Certificate in Principles of Customer Service
  • Level 2 Diploma in Customer Service
  • Level 2 Diploma in Business Administration
It may also be useful to learners studying qualifications in the following sector(s):
  • junior/apprentice customer service assistant
  • junior/apprentice secretary
  • junior/apprentice receptionist
  • junior/apprentice personal assistant
  • junior/apprentice administration assistant
  • technical administrator
  • sales administrator
  • junior lead generator
  • retail operative
  • helpdesk operative

Assessment

Assessment requirements:
  • Internally assessed
  • Externally moderated portfolio of evidence