The Focus Awards Level 1 Certificate in Customer Service (RQF) is a vocational qualification designed for learners preparing to enter the customer service sector. It provides a structured foundation in customer service knowledge, professional communication, workplace performance and business practices, helping learners understand how to interact effectively with different types of customers and colleagues.

The qualification covers key areas including delivering effective customer service, developing communication skills, understanding personal performance and development, working within a business environment, and working effectively with others. Learners can also select optional units covering customer queries and problems, written and telephone communication, customer information, contact centre activities, sales orders, after-sales needs and related workplace skills.

The Focus Awards Level 1 Certificate in Customer Service (RQF) carries 23 credits and is internally assessed through a portfolio of evidence. Assessment evidence may include assignments, projects, reports, worksheets, observations, questioning and other appropriate forms of evidence demonstrating achievement of the required learning outcomes and assessment criteria.

The qualification is suitable for UK and international learners seeking an introductory vocational pathway into customer service and related business environments. On completion, learners may progress to relevant Level 2 or Level 3 customer service qualifications or Level 2 and Level 3 business administration qualifications, subject to the requirements of the receiving programme.