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ONLINE QUALIFICATION

Level 1 Certificate in Customer Service (RQF)

£75.00

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Level 1 Certificate in Customer Service (RQF)

About the Level 1 Certificate in Customer Service

The Level 1 Certificate 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 601/8686/0. It carries 23 credits, includes 148 Guided Learning Hours and has 230 Total Qualification Time.

This Level 1 Certificate 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 Certificate in Customer Service Course For?

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

  • Learners preparing to start a customer service career
  • People seeking a broader Level 1 customer service qualification
  • Retail, reception, administration and service-sector staff
  • Learners planning progression to Level 2 customer service

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

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

Customer Service Environment

Understand customer service, customer needs, expectations and the factors that influence customer satisfaction.

Customer Communication

Develop knowledge and practical skills for communicating effectively with different customers.

Personal Performance

Understand employee responsibilities, work management, feedback and personal development.

Business Environment

Explore business structures, sustainability, equality, diversity, confidentiality and security.

Teamwork

Develop the knowledge and practical behaviours needed to work effectively with colleagues.

Customer Problems and Sales Support

Record customer problems, respond to queries and requests, and support sales activities in a contact centre.

Qualification Structure: SJA 8-Unit Pathway

The qualification requires all 5 mandatory units for 14 credits, at least 6 credits from Optional Group A, and no more than 3 credits from Optional Group B. SJA's fixed pathway uses 2 Group A units and 1 Group B unit, giving 23 credits across 8 units.

Qualification Units

Unit TitleUnit ReferenceLevelGLH
Understand working in a customer service environmentH/508/3344125
Communication in customer serviceF/508/3352114
Principles of personal performance and developmentY/508/3356130
Principles of working in a business environmentH/508/3358125
Work with others in a business environmentK/508/3359118
Record details of customer service problemsH/508/3361114
Deal with customer queries, requests and problemsK/508/3362111
Contribute to sales activities in a contact centreM/508/337716

Entry Requirements

Minimum age: The current Focus Awards specification gives a minimum age of 16.

Entry requirements: Focus Awards does not set additional entry requirements, although SJA may apply suitability checks before registration.

Practical and Workplace Evidence Requirements

The qualification is internally assessed through a portfolio of evidence.

Evidence may include assessor observation, witness testimony, learner products, worksheets, assignments, projects, reports, oral or written questioning, learner or peer reports 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 Certificate in Customer Service Online

The Level 1 Certificate 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 Certificate in Customer Service (RQF), qualification number 601/8686/0.

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

Progression After the Level 1 Certificate in Customer Service

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

Study a regulated Level 1 Certificate 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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