Pearson BTEC Level 1 Certificate in Principles of Customer Service Overview
- Qualification Number (QN): 601/5303/9
- Credit value: 13
- Guided Learning Hours: 102
- Total Qualification Time (TQT):130
What is the purpose of this qualification?
The Pearson BTEC Level 1 Certificate in Principles of Customer Service (QCF) is designed for learners who are newly employed within a customer service role, or for those who want to pursue a career within the customer service sector.
Achievement of this qualification prepares the learner for employment within the customer service sector for the potential job roles listed below at this level, including a customer service apprenticeship, or for a cross-sector job role that involves basic elements of customer service delivery.
It will develop learners’ understanding of the wider customer service industry and will introduce a range of underpinning occupational knowledge that is required by employers to work within a customer service role such as delivering effective customer service, communicating with customers and how to apply for jobs.
What does this qualification cover?
This qualification is based on the most up to date National Occupational Standards for the Customer Service Sector as defined by Skills CFA, the Sector Skills Body. The qualification is accredited on the Qualifications and Credit Framework. To successfully achieve this qualification learners must complete a minimum of 13 credits.
There are 3 mandatory or compulsory units which values – 8 credits. The remaining 5 credits are from optional units that will be chosen between yourself and your assessor.
The 3 mandatory or compulsory units are:
- Unit 01: Customer Service Principles ( credit 3, GLH 21)
- Unit 02: Understanding How to Work in a Customer Service Role ( credit 3, GLH 28)
- Unit 03: Communicating with Customers (credit 2, GLH 15)
How is this qualification assessed?
This qualification is assessed through internal assessment by your tutor or assessor using a range of methods (written assignments, practical tasks, portfolio of evidence, work sheets, witness testimony, professional discussion , questioning, role play, centre devised assessments etc).
Who could take this qualification?
This qualification is for all learners aged 14-16, 16-18 and 19+ who are capable of reaching the required standards. Learners do not need any prior qualifications, knowledge or experience before starting the qualification. Learners are likely to be those new to their first customer service role, intending to return to work after unemployment, NEET learners, learners on work experience/job placement and those looking to progress into an apprenticeship programme.
What could this qualification lead to?
Learners who have achieved the Pearson BTEC Level 1 Certificate in Principles of Customer Service could progress on to Level 2 qualifications in Customer Service, which are designed for learners to demonstrate a broad set of occupational skills when carrying out customer service related tasks. Level 2 qualifications in this sector further develop learners’ knowledge and understanding of the principles that underpin working in a customer service role, including understanding customers and employers. Qualifications include:
- Pearson BTEC Level 2 Award in Principles of Customer Service
- Pearson BTEC Level 2 Certificate in Principles of Customer Service
- Pearson BTEC Level 2 Diploma in Customer Service
Potential job roles for those working towards this qualification are:
- Customer Service Assistant
- Telesales Operative
- Sales Assistant
- Help Desk Assistant
- Call Centre Operative
Can I do this course online or attend the academy?
You can do both. If you are local to us you can do blended learning .i.e. both online and attend the academy.
Your support sessions can be booked around your schedule.
Please contact us on 0203 475 5499 and a member of staff will assist you.