Level 1 Certificate in Customer Service (QCF)

Level 1 Certificate in Customer Service (QCF)

The Level 1 Certificate in Customer Service (QCF) will develop basic knowledge and skills in areas such as communication, customer service and working in a business environment. It also covers the principles of personal performance and development and working with others in a business environment.

This qualification is aimed at individuals already working in, or looking for employment in, a variety of customer service settings — for example, hotels, banks, contact centres or ticket offices.

This qualification is available through employers and training providers.

Why deliver this qualification

Customer service impacts on all occupational sectors. This qualification offers centres flexibility and choice because it can be embedded in an organisation’s normal training and development process, and it provides a comprehensive range of optional Units.

Learners can progress to a range of courses at a higher level including the Level 2 Diploma in Customer (QCF), allowing centres to retain or build student numbers.

This Level 1 Certificate in Customer Service (QCF) can be offered in any of the following modes:

  • full-time
  • part-time (eg day-release)
  • through employment

Who does this qualification suit

The Level 1 Certificate in Customer Service (QCF) is suitable for a wide range of candidates including:

  • school leavers
  • adult returners to education
  • people in employment who wish to enhance their career prospects

This Certificate in Customer Service is aimed at individuals already working in, or looking for employment in, a variety of customer service settings — for example, hotels, banks, contact centres or ticket offices.

Access

As with all SQA qualifications, entry is at the discretion of the centre.

Progression

This qualification provides learners with a mix of relevant practical skills and knowledge which will enable them to follow a career in customer service or to undertake further study in a relevant area — eg business, administration, hospitality, etc.

Approval

Centres with devolved authority for approval should use their own internal approval process.

Centres without devolved authority will have to come forward for approval and should contact SQA’s Business Development Team for guidance.

Assessors and verifiers must be able to meet SQA’s general requirements for technical/occupational competence as outlined in the Guide to Approval.

How to assess

This qualification is likely to be assessed on the job by qualified assessors. Evidence of occupational competence should be generated and collected through performance in the workplace or under workplace conditions.

The qualification assesses the basic skills and knowledge people need to perform their job role effectively and is based on the National Occupational Standards (NOS) for Customer Service. This means that someone achieving this certificate is able to prove they have the skills and knowledge to do the job to the standard of competence defined nationally by the industry.

Simulation must be undertaken in a ‘realistic working environment’ (RWE). An RWE is ‘an environment which replicates the key characteristics in which the skill to be assessed is normally employed’. It must provide conditions the same as the normal day-to-day working environment, with a similar range of demands, pressures and requirements for cost-effective working. Guidelines for using RWE are outlined in the Skills CFA Assessment Strategy, which can be downloaded from this page.

Qualification content and delivery tools

Qualification Structure

Level 1 Certificate in Customer Service (QCF)

Group Award code: GJ9E 55 (23 QCF credit points)
Ofqual Code: 601/4210/8

This qualification requires the learner to complete mandatory Units and optional Units. However, it is designed to be flexible, meaning learners can gain the qualification at their own pace.

The Level 1 Certificate in Customer Service (QCF) consists of 5 mandatory Units (14 QCF credit points) and optional Units totalling a minimum of 9 QCF credit points.

For information on the structure of this qualification, please refer to the Qualification Structure (76 KB).

Unit Specifications and Assessment Guidance

Unit Specifications and Assessment Guidance for these qualifications are available on SQA's secure website. These are available from your centre’s SQA Co-ordinator. For further information, please contact mycentre@sqa.org.uk.

Assessment Strategy

This qualification is governed by the Council for Administration’s Assessment Strategy. The Assessment Strategy details the requirements for external quality control, evidence, approaches to workplace performance, and expertise for assessors and verifiers.

For further information on the assessment of this qualification and the occupational requirements of assessors and verifiers, please refer to the Assessment Strategy (147 KB).

Learner Guidance and Portfolio

Level 1 Certificate and Levels 2, 3 and 4 Diploma in Customer Service (738 KB)