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ONLINE QUALIFICATION

Level 1 Award in Customer Service (RQF)

£55.00

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Level 1 Award in Customer Service (RQF)

About the Level 1 Award in Customer Service

The Level 1 Award in Customer Service is a regulated customer service qualification awarded by Focus Awards. It is designed to develop relevant knowledge and skills for customer-facing environments and career progression.

The qualification number is 601/7705/6. It carries 6 credits, includes 30 Guided Learning Hours and has 60 Total Qualification Time.

This Level 1 Award in Customer Service pathway focuses on customer communication, customer needs and expectations, service delivery, problem solving and professional customer care at the appropriate qualification level.

The qualification can be checked through the Ofqual Register of Regulated Qualifications.

Who Is This Level 1 Award in Customer Service Course For?

This Level 1 Award in Customer Service course is suitable for learners who want to build recognised customer service knowledge and skills.

  • People preparing to enter customer service
  • Learners starting their first customer-facing role
  • Retail, hospitality, reception and service-sector staff
  • Existing customer service staff seeking a regulated introductory qualification

What You Will Learn on the Level 1 Award in Customer Service

The course develops customer service knowledge and practical skills aligned with the qualification structure and assessment criteria.

Good Customer Service

Understand customer types, customer needs, customer satisfaction and customer expectations.

Customer Communication

Explore effective communication methods, questioning techniques, body language and facial expressions.

Organisational Procedures

Understand fit-for-purpose products and services, confidentiality and the limits of your own authority.

Queries & Complaints

Learn how to deal with customer queries, common problems and complaints appropriately.

Qualification Structure: 1 Mandatory Unit

To achieve the Focus Awards Level 1 Award in Customer Service (RQF), learners must complete the single mandatory unit. The official qualification value is 6 credits, 30 GLH and 60 TQT.

Qualification Units

Unit TitleUnit ReferenceLevelGLH
Principles of Customer ServiceY/501/4375130

Entry Requirements

Minimum age: Focus Awards states that entry is at the discretion of the centre and learners should be aged 16 or over.

Entry requirements: There are no specific qualification entry requirements.

Practical and Workplace Evidence Requirements

A current customer service job is not specified as an entry requirement for this qualification.

Assessment is through a portfolio of evidence. Evidence may include assignments, worksheets, oral or written questioning, learner products, witness testimony, assessor observation and Recognition of Prior Learning where appropriate.

How You Will Be Assessed

The qualification is internally assessed through a portfolio of evidence covering the required learning outcomes and assessment criteria.

Evidence may include assessor observation, witness testimony, learner products, worksheets, assignments, projects, reports, oral and written questioning, learner or peer reports and Recognition of Prior Learning where appropriate.

There is no traditional final written examination specified for these qualifications. Assessment focuses on demonstrating the required knowledge and, where applicable, practical competence.

Study the Level 1 Award in Customer Service Online

The Level 1 Award in Customer Service Online course allows you to complete learning, assignments and portfolio development flexibly through SJA Global Academia.

Study around work, family and other commitments while receiving structured support throughout the qualification.

Tutor and Assessor Support

SJA supports learners from eligibility checking through portfolio completion, internal quality assurance and certification.

Tutor Guidance

Receive support with customer service theory, unit requirements and written assessment activities.

Assessment Planning

Work with your assessor to understand the evidence required across the qualification units.

Portfolio Evidence Support

Get guidance on suitable assignments, workplace evidence, witness testimony and practical evidence where required.

Constructive Feedback

Receive clear feedback on submitted work and guidance on any additional evidence needed.

Certification and Recognition

Successful learners receive the Focus Awards Level 1 Award in Customer Service (RQF), qualification number 601/7705/6.

Focus Awards is an Ofqual-regulated awarding organisation, and the qualification is listed as available to learners.

After assessor confirmation, the portfolio is subject to SJA's Internal Quality Assurance process and any applicable awarding-organisation quality assurance before certification.

SJA normally advises approximately 3–5 weeks for certification after formal completion and assessor confirmation. This is an estimate rather than a guaranteed issue date.

An electronic certificate is provided as standard. A printed certificate may be requested for the applicable administration and postage or courier charge.

Customer Service Career Progression

  • Customer Service Assistant
  • Retail Customer Service
  • Reception or Front-of-House Support
  • Administrative Customer Service
  • Contact-Centre Support

Progression After the Level 1 Award in Customer Service

Why Choose SJA for the Level 1 Award in Customer Service?

Study a regulated Level 1 Award in Customer Service with flexible online access and structured assessment support.

Regulated Qualification

Work towards a recognised Focus Awards qualification with a verified qualification number.

Flexible Online Study

Complete learning and portfolio work around your existing commitments.

Portfolio-Based Assessment

Demonstrate achievement progressively through evidence rather than relying on a single final examination.

Expert Tutor & Assessor Support

Receive guidance throughout learning, assessment, feedback and quality assurance.

Start from £14.99

Use SJA's flexible starter-payment route where applicable, with no interest or administration charge.

Clear Progression Route

Build customer service knowledge that can support progression to higher-level qualifications and greater workplace responsibility.

Frequently Asked Questions

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