Qualification Structure

The Focus Awards Level 1 Certificate in Customer Service (RQF) is an Ofqual-regulated qualification accredited on the Regulated Qualifications Framework (RQF). The qualification has a Total Qualification Time (TQT) of 230 hours and 148 Guided Learning Hours (GLH).

Assessment for the Focus Awards Level 1 Certificate in Customer Service (RQF) is assignment-based. Learner work is assessed in accordance with the assessment and quality assurance requirements of Focus Awards to ensure that learners demonstrate the required knowledge, understanding and practical application of customer service principles.

To achieve the Focus Awards Level 1 Certificate in Customer Service (RQF), learners must successfully achieve the full 23 credits assigned to the qualification.

Core Study Units

Mandatory Units

• Understand Working in a Customer Service Environment — 3 credits
• Communication in Customer Service — 2 credits
• Principles of Personal Performance and Development — 3 credits
• Principles of Working in a Business Environment — 4 credits
• Work with Others in a Business Environment — 2 credits

Mandatory units total: 14 credits

Optional Group A

• Record Details of Customer Service Problems — 3 credits
• Deal with Customer Queries, Requests and Problems — 3 credits
• Communicate with Customers in Writing — 3 credits
• Deal with Incoming Telephone Calls from Customers — 3 credits
• Make Telephone Calls to Customers — 3 credits
• Process Information about Customers — 3 credits

Optional Group A: Minimum 6 credits required

Optional Group B

• Manage Time and Workload — 1 credit
• Meet and Welcome Visitors in a Business Environment — 2 credits
• Contribute to Sales Activities in a Contact Centre — 3 credits
• Use Specific Features of Contact Centre Systems and Technology — 3 credits
• Health and Safety Procedures in the Workplace — 2 credits
• Processing Sales Orders — 2 credits
• Meeting Customers' After Sales Needs — 3 credits

Optional Group B: Maximum 3 credits allowed

Total required for the qualification: 23 credits.

Who Is This Qualification For?

The Focus Awards Level 1 Certificate in Customer Service (RQF) is designed for learners who are preparing to enter the customer service sector and want to develop foundational knowledge, communication skills and workplace behaviours relevant to customer-facing roles. The official qualification specification states that its purpose is to support learners preparing for employment in the customer service industry and developing the knowledge and skills needed to work effectively with different types of customers.

This qualification is particularly suitable for:

• School leavers and new learners: Individuals seeking an introductory vocational qualification before entering customer service or business-related employment.
• Aspiring customer service professionals: Learners who want to build practical knowledge of customer care, communication and workplace practices.
• Learners with limited customer service experience: Individuals who want structured learning to develop confidence in dealing with customers and colleagues.
• Learners entering administration and business environments: The qualification sits within the administration sector and develops transferable skills applicable across different workplace settings.
• Customer-facing staff seeking formal recognition: Individuals already developing customer service skills who want to strengthen their knowledge through a nationally accredited vocational qualification.
• International learners: Learners outside the UK who want to study a UK vocational customer service qualification and develop knowledge applicable to customer-facing environments across different industries.
• Learners planning progression: Those who want to progress towards relevant Level 2 or Level 3 customer service or business administration qualifications. Focus Awards identifies progression routes including the Level 2 and Level 3 Certificate in Customer Service and Level 2 and Level 3 Diploma in Business Administration.

Overall, the Focus Awards Level 1 Certificate in Customer Service (RQF) is appropriate for learners seeking an accessible starting point in customer service, with learning focused on customer care, communication, personal performance, business environments and transferable workplace skills.

Career Opportunities

The Focus Awards Level 1 Certificate in Customer Service (RQF) provides learners with foundational knowledge and practical skills in customer service, communication, personal performance and business environments. It is suitable for UK and international learners preparing for customer-facing roles or seeking to develop essential workplace skills, with opportunities to progress to higher-level customer service and business-related qualifications.

Future Progression

The Focus Awards Level 1 Certificate in Customer Service provides learners with a practical foundation for customer-facing and business support environments. The qualification develops knowledge of customer service, communication, personal performance, teamwork, business environments and customer-related activities.

Academically, learners may progress to Level 2 or Level 3 customer service and business administration qualifications, subject to the entry requirements of the receiving institution. The qualification can also support further vocational learning in customer service, business administration, contact centre operations and related areas.

Professionally, the qualification can support progression towards roles such as Customer Service Assistant, Customer Service Representative, Receptionist, Call Centre Adviser, Contact Centre Agent, Customer Support Assistant, Front Office Assistant and Sales Support Assistant, depending on the learner’s experience and employer requirements. The skills developed provide a foundation for communicating with customers, handling enquiries, supporting service delivery, working with colleagues and contributing effectively within business environments.