The primary purpose of this qualification is to develop the skills and knowledge you’ll need to be able to work effectively in a customer service role. You’ll 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.
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.
This qualification is delivered by Trent Education Centre Nottingham.
This qualification consists of 5 mandatory units and 13 optional units; we must achieve a minimum of 9 credits from the optional units. The mandatory units will help you gain skills and knowledge in the following areas:
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)
You’ll understand how to work effectively with others, maintain standards of performance and follow organisational policies, procedures and legal requirements.
The optional units give you the opportunity to learn about recording and processing information, recording details of customer service problems, dealing with customer queries and after-sales needs, written communication, telephone techniques, managing your time and workload, meeting visitors, sales activities, contact centre systems and technology, and health and safety.
You’ll gain an understanding of the customer service role and be able to identify the different customers and their needs and be able to resolve problems. You’ll develop communication skills and understand different methods of communication when dealing with your customers. You’ll develop knowledge of your rights and employer expectations and you’ll learn how to manage your own development needs. You’ll increase your knowledge of different business organisations and understand the importance of environmental sustainability. You’ll learn how to support equality and diversity in the workplace and understand the importance of confidentiality in the workplace.
- Qualification number (QN): 601/3972/9
- Aim reference: 60139729
- Total Qualification Time (TQT): 230
- Guided learning hours (GLH): 133
- Level: 1
- Credit Value: 23
- Assessment requirements: internally assessed and externally
moderated portfolio of evidence
Total Qualification Time (TQT)
Total Qualification Time is the number of notional hours which represents an estimate of the total amount of time that could reasonably be expected to be required in order for a learner to achieve and demonstrate the achievement of the level of attainment necessary for the award of a qualification.
Total Qualification Time comprises:
- the Guided Learning Hours for the qualification
- an estimate of the number of hours a learner will reasonably be likely to spend in preparation, study or any other form of participation in education or training, including assessment, which takes place as directed by – but not under the immediate guidance or supervision of – a lecturer, supervisor, Tutor or other appropriate provider of education or training.
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):
Travel and Tourism
This qualification is designed for learners aged pre-16 and above who are working in or are looking to work in a customer service role or similar.
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 1 qualification.
This qualification is suitable for learners aged pre-16 and above. Centres are responsible for ensuring that this qualification is appropriate for the age and ability of learners. They need to make sure that learners can fulfil the requirements of the assessment criteria and comply with the relevant literacy, numeracy, and health and safety aspects of this qualification. Learners registered on this qualification shouldn’t undertake another qualification at the same level with the same or a similar title, as duplication of learning may affect funding eligibility.
Lecturers are highly experienced in their sector and hold recognized and relevant teaching and assessment qualifications.
Rather than herd all our students into a large lecture theatre and treat them as one mass group we teach in smaller groups (maximum of 30). This enables the tutors to get to know students individually and quickly ascertain their development so that they can provide extra help where and when necessary.
- Completed admission application form, available here or visit our campus to obtain one.
- Statement of purpose (explaining why you wish to study this programme and how this course will help you in the future)
- Interview with the course leader and admission team to discuss your intention to study this programme.