CSC01 – VTCT (Skillsfirst) Level 1 Certificate in Principles of Customer Service (RQF)

Qualification summary

The Level 1 Certificate in Principles of Customer Service (RQF) is designed to allow you to learn, develop and practise the skills and knowledge required for employment within the customer service sector, from call centres and banks to hair salons. This qualification covers the skills and knowledge required by you to deliver reliable customer service through an understanding of:

  • customer expectations and needs
  • the delivery of customer service in line with organisational procedures
  • dealing effectively with customer queries, problems and complaints

This qualification does not require you to have any prior qualifications or levels of prior learning. There is no minimum age requirement for this qualification.

If you feel that you only need a basic understanding of customer service then you could chose to do the Level 1 Award in Principles of Customer Service (RQF).

Having completed this qualification, you can progress on to the Level 2 Diploma in Customer Service (RQF) which is also designed to help meet the needs of learners who work in a range of job roles within the customer service sector, such as, but not limited to:

  • Customer service adviser
  • Contact centre operative
  • Customer support assistant

This qualification is supported and delivered nationwide by a wide range of Employers, Training Providers and Colleges. For contact details of the training providers and colleges that offer this qualification in your local area, please email our customer service team.

VTCT (Skillsfirst) Level 1 Certificate in Principles of Customer Service (RQF) handbook

Qualification structure

A minimum total of 13 credits must be achieved to gain the qualification as follows:

Group M – all 5 credits

Group A – a minimum of 8 credits

A minimum of 7 credits must be at Level 1

Guided Learning Hours (GLH) are 109

Total Qualification Time (TQT) is 130

Qualification numberQualification reference

Group M – mandatory units

unit no
unit no
LevelUnit titleCredit valueBarred unit (s)
R/601/6071CSP021Apply legislation, regulation and organisational procedures for customer service3 
M/601/6076CSP031Working in customer service2 

Group A – optional units

unit no
unit no
LevelUnit titleCredit valueBarred unit (s)
A/601/6047CSP04Entry 3The importance of appearance and behaviour in customer service2CSP14
J/601/6052CSP05Entry 3Legislation, regulation and procedures to follow in customer service2CSP02
R/601/6054CSP06Entry 3Understand how to deal with queries and requests3CSP15
D/601/6056CSP07Entry 3Communicate customers’ problems with others2CSP16
K/601/6058CSP08Entry 3The customer service job role2CSP03
M/601/6059CSP09Entry 3Handling telephone calls from customers2CSP17
M/601/6062CSP10Entry 3Communicate effectively with customers2CSP18
A/601/6064CSP11Entry 3Effective relationships with customers and colleagues2CSP19
F/601/6065CSP12Entry 3Introduction to customer service2CSP20
L/601/6067CSP13Entry 3Working in a customer focused way2CSP21
R/601/6068CSP141Create a good impression to customers2CSP04
H/601/6074CSP151Deal with queries and requests2CSP06
K/601/6075CSP161Record and communicate customer problems2CSP07
T/601/6077CSP171Answer telephone calls from customers2CSP09
A/601/6068CSP181Positive communication with customers2CSP10
F/601/6079CSP191Contribute to effective customer service2CSP11
T/601/6080CSP201The customer service experience2CSP12
A/601/6081CSP211Work in a customer-friendly way2CSP13

To find out more, please contact our customer services team on 0121 270 5100 or email us.