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Customer Service Level 1
Pearson BTEC Level 1 Certificate in Principles of Customer Service
LARS Code: 60153039
Integrated Skills & Inclusions
Functional Maths
Functional English
Digital Skills
QUALIFICATION
Level 1 Certificate in Principles of Customer Service
COURSE DURATION
6 Weeks – Full Time
Monday-Friday
COST
FREE, Fully Funded by the West Midlands Combined Authority
LOCATIONS
B8 1LY
B18 4EJ
ELIGIBILITY CRITERIA
Candidates must be:
- Aged 19+
- A West Midlands resident
- Must be earning less than £34,500 if employed or self-employed
- Living in the UK for over 3 years, or have Indefinite Leave to Remain in the UK
- Individuals under the Ukrainian settlement or similar scheme are also eligible
Purpose & Overview
This qualification provides learners with an understanding of the key principles required to work effectively in customer service roles. It develops knowledge of communication, handling customer queries, workplace expectations and professional behaviour.
The course is suitable for those preparing for employment in retail, hospitality, call centres or general customer facing environments.
Mandatory Units
Learners must complete the following mandatory units:
- Customer Service Principles
- Understanding How to Work in a Customer Service Role
- Communicating with Customers
These units provide the core knowledge required to deliver effective customer service and understand workplace responsibilities.
Optional Units
Learners must also achieve the required credits by selecting from optional units, which may include:
- Understanding How to Manage Personal Performance and Development
- Career Progression
- Health and Safety at Work
- Understanding How to Deal with Customers’ Requests, Queries and Problems
- Principles of Social Media for Business Use
- Investigating Rights and Responsibilities at Work
- Using a CV and Covering Letter to Apply for a Job
Optional units allow learners to strengthen employability skills and workplace awareness.
Progression
On completion, learners can progress to:
- Level 2 Customer Service qualifications
- Apprenticeships in customer service or retail
- Employment in entry level customer service roles
Delivery and Assessment
You’ll learn through a mix of practical activities and real world customer service scenarios to build your knowledge and skills.
You’ll complete assessments and build a portfolio of evidence to show your understanding.
Tasks are designed to be engaging and supportive, with ongoing assessment from your tutor throughout the course.
There are no formal exams. Your progress is assessed through your coursework and written assignments.
ADDITIONAL SUPPORT OFFERS (TO INCLUDE IN YOUR PROGRAMME)
To enhance employability and learner success, you can include:
Accredited Functional and Digital Skills
English and maths Functional Skills (Level 1/2) - essential for workplace communication and numeracy.
Digital Skills accreditation - supports technology use in modern logistics systems.
Jobs Coach Support
Dedicated coaching to help with CV building, interview skills, job applications, and employer engagement.
Optional Mental Health Learning
Workshops or modules on resilience, wellbeing at work, stress management, and coping strategies to support learner wellbeing.
Attendance Support
Practical support such as bus passes or travel funding to reduce barriers to attendance and improve retention.