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Focus Awards Level 1 Award In Customer Service (RQF)
(QRN – 601/7705/6)
Qualification Overview
The Focus Awards Level 1 Award in Customer Service (RQF) is aimed at those learners preparing to enter the customer services sector and those currently working in a customer service role.
The Focus Awards Level 1 Award in Customer Service (RQF) aims to provide learners with the skills and knowledge required to deliver good customer service and effectively deal with customer queries, problems, and complaints.
Qualification Structure
In order to achieve the Focus Awards Level 1 Award in Customer Service (RQF) learners must complete 1 mandatory unit to achieve a total of 6 credits.
Learner Entry Requirements
There are no specific entry requirements for this qualification.
Progression Routes
Learners wishing to progress from this qualification can undertake the following qualifications:
Age Ranges
Entry is at the discretion of the centre; however, learners should be at least 16 years old to undertake this qualification.
Geographical Coverage
This qualification is available in England and Northern Ireland.
Qualification Specification
To view the Qualification Specification please click here.
| Unit Title | Unit Ref | Level | Credit | TQT | GLH |
| Mandatory Units | |||||
| Understand working in a customer service environment | H/508/3344 | 1 | 3 | 55 | 25 |
| Communication in customer service | F/508/3352 | 1 | 2 | 34 | 14 |
| Principles of personal performance and development | Y/508/3356 | 1 | 3 | 60 | 30 |
| Principles of working in a business environment | H/508/3358 | 1 | 4 | 65 | 25 |
| Work with others in a business environment | K/508/3359 | 1 | 2 | 38 | 18 |
| Optional Group A | |||||
| Record details of customer service problems | H/508/3361 | 1 | 3 | 44 | 14 |
| Deal with customer queries, requests and problems | K/508/3362 | 1 | 3 | 41 | 11 |
| Communicate with customers in writing | T/508/3364 | 2 | 3 | 50 | 20 |
| Deal with incoming telephone calls from customers | J/508/3367 | 2 | 3 | 46 | 16 |
| Make telephone calls to customers | R/508/3369 | 2 | 3 | 46 | 16 |
| Process information about customers | R/508/3372 | 2 | 3 | 44 | 14 |
| Optional Group B | |||||
| Manage time and workload | D/508/3374 | 1 | 1 | 20 | 10 |
| Meet and welcome visitors in a business environment | H/508/3375 | 1 | 2 | 40 | 20 |
| Contribute to sales activities in a contact centre | M/508/3377 | 1 | 3 | 36 | 6 |
| Use specific features of contact centre systems and technology | R/508/3467 | 1 | 3 | 42 | 12 |
| Health and Safety Procedures in the Workplace | T/508/3381 | 2 | 2 | 36 | 16 |
| Processing sales orders | A/508/3382 | 2 | 2 | 37 | 17 |
| Meeting customers’ after sales needs | F/508/3383 | 2 | 3 | 44 | 14 |