Are you looking to kickstart a career in customer service or enhance your current skill set? The Focus Awards Level 1 Certificate in Customer Service (RQF) is the ideal qualification for individuals seeking to gain essential customer service skills, increase employability, and achieve career progression. This Ofqual-regulated qualification is perfect for those entering the customer service industry or those looking to formalize their existing skills.
The Focus Awards Level 1 Certificate in Customer Service (RQF) is designed to provide learners with the foundational knowledge and skills required to succeed in a customer service role. This qualification focuses on key areas such as customer service principles, communication skills, handling customer queries, and delivering effective service in a variety of settings. It’s an excellent starting point for individuals who are new to the customer service industry and want to gain a recognized qualification to boost their career prospects.
The Focus Awards Level 1 Certificate in Customer Service (RQF) is a practical, Ofqual-regulated qualification that focuses on the core competencies of customer service. By the end of the course, you will have a strong foundation in customer service principles, essential communication skills, and problem-solving techniques, which are necessary to thrive in customer-facing roles.
The Focus Awards Level 1 Certificate in Customer Service (RQF) is an excellent starting point for anyone looking to enter the customer service field. With its Ofqual-regulated status and practical, real-world applications, this course provides you with the necessary skills to succeed in customer-facing roles across various industries. Whether you’re new to the workforce or seeking to formalize your existing knowledge, this qualification can open doors to exciting career opportunities.
Focus Awards Level 1 Certificate in Customer Service (RQF)
The Focus Awards Level 1 Certificate in Customer Service (RQF) qualification, learners must complete the all 5 mandatory units achieving 14 credits. From Optional Group A learners must achieve a minimum of 6 Credits and a maximum of 3 Credits from Optional Group B.
| Sr# | Unit Title | Credit | GLH |
|---|---|---|---|
| 1 | Understand working in a customer service environment | 3 | 25 |
| 2 | Communication in customer service | 2 | 14 |
| 3 | Principles of personal performance and development | 3 | 30 |
| 4 | Principles of working in a business environment | 4 | 25 |
| 5 | Work with others in a business environment | 2 | 18 |
Optional Group A:
| Sr# | Unit Title | Credit | GLH |
|---|---|---|---|
| 1 | Record details of customer service problems | 3 | 14 |
| 2 | Deal with customer queries, requests and problems | 3 | 11 |
| 3 | Communicate with customers in writing | 3 | 20 |
| 4 | Deal with incoming telephone calls from customers | 3 | 16 |
| 5 | Make telephone calls to customers | 3 | 16 |
| 6 | Process information about customers | 3 | 14 |
Optional Group B:
| Sr# | Unit Title | Credit | GLH |
|---|---|---|---|
| 1 | Manage time and workload | 1 | 10 |
| 2 | Meet and welcome visitors in a business environment | 2 | 20 |
| 3 | Contribute to sales activities in a contact centre | 3 | 6 |
| 4 | Use specific features of contact centre systems and technology | 3 | 12 |
| 5 | Health and Safety Procedures in the Workplace | 2 | 16 |
| 6 | Processing sales orders | 2 | 17 |
| 7 | Meeting customers’ after sales needs | 3 | 14 |
GLH (Guided Learning Hours) and TQT (Total Qualification Time) are terms commonly used in vocational qualifications to help define the amount of time a learner is expected to spend on their studies.
1. GLH (Guided Learning Hours)
GLH refers to the number of hours a learner spends being directly taught, supervised, or supported during their course. This includes the time spent in activities such as:
- Classroom instruction
- Practical workshops
- One-on-one tutoring or mentoring sessions
- Online learning sessions with tutor support
In other words, GLH represents the time that learners are actively engaged with their instructors or learning activities.
2. TQT (Total Qualification Time)
TQT represents the total amount of time a learner is expected to invest in completing a qualification, including:
- GLH (Guided Learning Hours): Time spent on direct learning, as explained above.
- Self-Directed Learning: This includes time spent on independent study, research, assignment completion, preparation for exams, and any other work the learner does outside of direct teaching hours.
TQT is a broader measure that includes all the time required to achieve the qualification. It helps learners and employers understand the overall commitment required for the qualification.
Key Differences Between GLH and TQT:
- GLH focuses on direct learning with guidance or supervision.
- TQT includes GLH as well as independent study time and other learning-related activities.
Example:
If a qualification has a TQT of 600 hours and a GLH of 250 hours, it means the learner should spend 250 hours in direct learning (classroom, online, or tutor-led sessions) and 350 hours on independent study or research.
Learning Outcomes for the Focus Awards Level 1 Certificate in Customer Service (RQF)
Based on the provided study units, here are the learning outcomes for each unit within the Focus Awards Level 1 Certificate in Customer Service (RQF):
Mandatory Units
- Understand Working in a Customer Service Environment
Learning Outcomes:- Understand the key principles and expectations of working in a customer service environment.
- Recognize the importance of delivering high-quality customer service.
- Demonstrate awareness of how the customer service environment affects customer satisfaction and business success.
- Communication in Customer Service
Learning Outcomes:- Understand the different methods of communication in customer service, including verbal, non-verbal, and written communication.
- Learn how to communicate effectively with customers to address their needs.
- Demonstrate appropriate communication skills when dealing with customers face-to-face and over the phone.
- Principles of Personal Performance and Development
Learning Outcomes:- Understand the importance of personal development in the customer service industry.
- Recognize how to set and achieve personal performance goals.
- Learn how to assess and reflect on personal performance to improve efficiency and effectiveness in customer service roles.
- Principles of Working in a Business Environment
Learning Outcomes:- Understand the basic principles of working in a business environment.
- Recognize how individual roles contribute to the overall success of a business.
- Demonstrate understanding of organizational structures, policies, and procedures within a business context.
- Work with Others in a Business Environment
Learning Outcomes:- Understand the importance of teamwork in a business environment.
- Learn how to collaborate effectively with colleagues and other stakeholders.
- Develop the ability to contribute positively to a team’s objectives and goals.
Optional Group A Units
- Record Details of Customer Service Problems
Learning Outcomes:- Understand how to document customer service problems accurately.
- Recognize the importance of clear and thorough record-keeping in resolving customer issues.
- Demonstrate the ability to follow up on customer service issues based on the recorded details.
- Deal with Customer Queries, Requests, and Problems
Learning Outcomes:- Learn how to manage and respond to customer queries, requests, and problems efficiently.
- Understand how to maintain customer satisfaction through effective problem-solving techniques.
- Demonstrate the ability to handle customer issues professionally and in a timely manner.
- Communicate with Customers in Writing
Learning Outcomes:- Understand how to communicate with customers in writing, including emails, letters, and forms.
- Learn the appropriate tone, structure, and style for written customer service communication.
- Develop skills in responding to customer inquiries in a written format.
- Deal with Incoming Telephone Calls from Customers
Learning Outcomes:- Learn how to professionally handle incoming customer calls.
- Understand how to gather relevant information and address customer queries over the phone.
- Demonstrate the ability to communicate clearly and courteously over the telephone.
- Make Telephone Calls to Customers
Learning Outcomes:- Develop the ability to initiate and manage telephone calls with customers effectively.
- Understand how to approach customers professionally over the phone.
- Learn how to resolve customer inquiries and issues through telephone communication.
- Process Information About Customers
Learning Outcomes:- Understand how to collect and process information about customers.
- Learn the importance of accurate and confidential handling of customer data.
- Demonstrate the ability to use customer information to provide tailored service.
Optional Group B Units
- Manage Time and Workload
Learning Outcomes:- Understand the principles of time management in a business setting.
- Learn techniques for managing workload effectively and prioritizing tasks.
- Demonstrate the ability to stay organized and meet deadlines in a customer service environment.
- Meet and Welcome Visitors in a Business Environment
Learning Outcomes:- Learn how to greet and welcome visitors in a professional and courteous manner.
- Understand the importance of first impressions in customer interactions.
- Develop the skills to manage visitor inquiries and direct them appropriately.
- Contribute to Sales Activities in a Contact Centre
Learning Outcomes:- Understand how to contribute to sales activities within a contact center.
- Learn how to handle customer inquiries with the goal of promoting products or services.
- Develop the ability to upsell and cross-sell products/services effectively.
- Use Specific Features of Contact Centre Systems and Technology
Learning Outcomes:- Understand the use of technology and systems in a contact center environment.
- Learn how to use contact center tools and features to improve customer service delivery.
- Develop the ability to manage customer interactions using contact center technology.
- Health and Safety Procedures in the Workplace
Learning Outcomes:- Understand key health and safety procedures relevant to the workplace.
- Learn how to identify and mitigate health and safety risks.
- Demonstrate knowledge of safety protocols to ensure a safe working environment for yourself and customers.
- Processing Sales Orders
Learning Outcomes:- Understand how to process customer sales orders accurately.
- Learn the steps involved in handling sales orders from start to finish.
- Demonstrate the ability to manage order processing efficiently in a customer service environment.
- Meeting Customers’ After-Sales Needs
Learning Outcomes:- Learn how to manage and address customer needs after the sale.
- Understand the importance of post-sale customer service in building long-term customer relationships.
- Develop skills to handle after-sales inquiries and concerns effectively.
Benefits of the Focus Awards Level 1 Certificate in Customer Service (RQF)
The Focus Awards Level 1 Certificate in Customer Service (RQF) offers numerous advantages for individuals looking to build a solid foundation in customer service. Here are some key benefits of completing this Ofqual-regulated qualification:
1. Industry-Recognized Qualification
The Level 1 Certificate in Customer Service (RQF) is Ofqual regulated, meaning it is officially recognized by employers and educational institutions. This ensures that the qualification is respected and valued by employers within the customer service industry across the UK and beyond.
2. Ideal for Beginners
This course is perfect for individuals who are new to customer service or those without prior experience in the field. It offers a structured and comprehensive introduction to customer service principles, enabling you to develop the necessary skills to succeed in customer-facing roles.
3. Develop Essential Skills
By completing this qualification, you will gain a solid understanding of key customer service skills such as effective communication, dealing with customer queries, managing customer expectations, and delivering excellent service. These are skills that are transferable across a wide range of industries and will help you in any customer-facing role.
4. Improved Employability
Employers highly value formal qualifications in customer service. The Focus Awards Level 1 Certificate enhances your CV and makes you a more competitive candidate in the job market. Whether you’re applying for your first job or seeking a new opportunity, this qualification demonstrates your commitment to providing excellent service and your readiness for a customer service role.
5. Practical, Real-World Learning
This qualification focuses on practical, real-world learning, equipping you with the tools you need to handle customer service challenges effectively. The skills you develop during the course can be directly applied in customer service roles, ensuring you’re prepared for any situation you may encounter in the workplace.
6. Career Advancement
Although this is an entry-level qualification, completing the Focus Awards Level 1 Certificate can serve as a stepping stone to further qualifications in customer service, such as the Level 2 Certificate in Customer Service (RQF). This progression allows you to enhance your expertise, which can lead to promotions or more advanced roles within the customer service field.
7. Flexible and Accessible Learning
The Focus Awards Level 1 Certificate in Customer Service (RQF) is designed to be flexible, making it suitable for both full-time students and individuals working in customer service roles. The course is entirely assignment-based, so you can complete it at your own pace, allowing you to balance work, study, and other commitments more easily.
8. Increased Confidence in Customer Interactions
One of the key outcomes of this qualification is the development of confidence when interacting with customers. You’ll gain the ability to handle a variety of customer interactions, whether face-to-face, over the phone, or via written communication. This confidence can help you build stronger relationships with customers and improve overall customer satisfaction.
9. Gain a Strong Understanding of Business Environments
The course not only covers customer service principles but also gives you an understanding of working in a business environment. This holistic view helps you appreciate how your role fits within an organization, leading to better teamwork and a more comprehensive approach to your work.
10. Flexible Career Opportunities
The skills gained from the Focus Awards Level 1 Certificate in Customer Service (RQF) are highly transferable, meaning you can apply them to a variety of customer service roles in different sectors such as retail, hospitality, healthcare, and call centers. The qualification also opens up opportunities in both entry-level and more specialized positions within customer service.
Best Fit for the Focus Awards Level 1 Certificate in Customer Service (RQF)
The Focus Awards Level 1 Certificate in Customer Service (RQF) is an ideal qualification for a wide range of individuals. Here are the key groups that would benefit most from this course:
1. Individuals New to Customer Service
If you’re looking to start a career in customer service but have little or no prior experience, this course is the perfect entry point. It provides a comprehensive introduction to customer service principles, helping you build essential skills needed to work effectively in customer-facing roles.
2. School Leavers and College Graduates
For those who have recently finished school or college, this qualification offers an excellent opportunity to enter the workforce. It is a highly respected qualification that can boost your employability and open the door to various job opportunities in sectors such as retail, hospitality, and customer support.
3. Those Looking to Formalize Existing Experience
If you’ve already been working in a customer service role but don’t have formal qualifications, this course is an ideal way to formalize and validate your skills. By earning the Focus Awards Level 1 Certificate, you will gain a nationally recognized qualification that can enhance your career prospects.
4. Career Changers
If you’re looking to transition into a customer service role from a different industry, this course provides the foundational knowledge and skills you need. It equips you with the necessary tools to succeed in customer-facing positions and helps you make a smooth transition into a new career.
5. Individuals Seeking Career Advancement
While this course is an entry-level qualification, it can serve as a stepping stone for further qualifications and career progression. If you aspire to move into more advanced customer service or management roles, completing the Level 1 Certificate will set you on the right path to achieving those goals.
6. Part-Time Workers or Individuals Looking for Flexible Learning
For those who are currently employed or have other commitments, this qualification offers flexibility. The assignment-based learning format allows you to study at your own pace, making it an excellent option for individuals balancing work and study.
7. Employers Looking to Upskill Their Staff
Employers who want to invest in their customer-facing staff can also benefit from this qualification. Offering the Focus Awards Level 1 Certificate to employees can improve service standards and customer satisfaction while boosting staff confidence and performance.
Entry Requirements
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Qualification Process
Qualification Process for the Focus Awards Level 1 Certificate in Customer Service (RQF)
- Self-Assessment:
Begin by evaluating your eligibility to ensure you meet the qualification requirements, including work experience, knowledge, and language proficiency. - Registration:
Complete your registration by submitting the required documents, including a scanned copy of a valid ID, and paying the registration fee. - Induction:
An assessor will conduct an induction to confirm your eligibility for the course and explain the evidence requirements. If you do not meet the criteria, your registration will be canceled, and the fee will be refunded. - Assignmnets & Evidence Submission:
Provide all assignmnets and the necessary evidence based on the assessment criteria outlined in the course. If you are unsure of the required evidence, consult with the assessor for guidance on the type and nature of evidence needed. - Feedback and Revision:
The assessor will review your submitted evidence and provide feedback. Evidence that meets the criteria will be marked as “Criteria Met,” while any gaps will be identified. You will be asked to revise and resubmit if needed. - Competence Evidence:
Submit final evidence demonstrating that all learning outcomes have been met. This evidence will be marked as “Criteria Met” by the assessor once it is satisfactory. - Internal Quality Assurance (IQA):
The Internal Quality Assurance Verifier (IQA) will review your evidence to ensure consistency, quality, and compliance with standards. - External Verification:
The IQA will submit your portfolio to Focus Award External Quality Assurance Verifiers (EQA) for final confirmation. The EQA may contact you directly to verify the authenticity of your evidence. - Certification:
Upon successful completion of all checks, FOCUS AWARD will issue your official certificate, confirming that you have attained the Focus Awards Level 1 Certificate in Customer Service (RQF).
