Level 1

Level 1 Certificate in Customer Service


1 year


Rush Green


Oct 2020


Adult 19+



The Level 1 Certificate in Customer Service covers the skills and knowledge needed to be a customer service worker. It will build knowledge of the principles of customer service, whilst developing communication skills needed in resolving queries and meeting customers’ needs, applicable to a wide range of contexts.

The Level 1 Certificate in Customer Service is achieved by completing 7 components including communication, working with others and understanding the customer service environment.

  • 01: Understand working in a customer service environment
  • 02: Communication in customer service and process information about customers
  • 03: Principles of personal performance and development
  • 04: Principles of working in a business environment
  • 05: Work with others in a business environment
  • 06: Deal with customer queries, requests & problems and record details of customer service problems
  • 07: Contribute to sales activities in a contact center and meeting customers’ after sales needs

To achieve Level 1 Certificate in Customer Service, learners must complete a competence-based portfolio of evidence from workplace or a realistic work environment, which is assessed internally. There is no external exam.

This course is designed for learners 19+ who are working in or are looking to work in a customer service role or similar. Learners would need a good level of English and Maths and will be assessed internally pre-enrollment.

On successful completion, learners could progress to a Level 2 Diploma in Customer Service or Level 2 Diploma in Business Administration.

Where it can lead to

There are number of routes you can take following successful completion of a course. Further study can include Higher Education courses or a Higher Apprenticeship where you will expand your skills through study whilst earning a wage. Or you may choose to move directly into employment.

Contact our careers team for further guidance.