Qualification Information

Sector: Business and Customer Service Category: Business and Customer Service
VTCT Product Code: CS1C1 GLH: 143 Age Restriction: 14
Qualification Number: 601/4881/0 Units: 8 - 13 Registration End Date: 31st Jul 2023
Level: 1 Minimum Credits: 23

Additional Information

The VTCT Level 1 Certificate in customer service is designed for those looking for or have just been employed in a customer service role.

This qualification will develop your skills to pursue a career that involves working with customers. The qualification introduces you to customer service and provides you with the necessary foundations to kickstart a career in customer focused industries. This qualification is suitable for you if you have little or no experience in this sector, whether you are a school leaver or returning to work. You will cover different methods of communicating and dealing directly with customers as well as ensure that you understand the principles and delivery of customer service. The optional units will enable you to tailor the qualification to your role. Optional units range
from different methods of communicating with your customers to contributing and processing sales activities.

Your tutor must refer to the 'Skills CFA Assessment Strategy' when delivering this qualification. This can be found in the 'Qualification Specification' folder under the 'Documents' tab.

Qualification Structure

Mandatory Group A - from this group you'll need to cover a minimum of 5 components and earn a minimum of 14 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU1 L/506/2083 Understand working in a Customer Service environment 1 3 25
UBU2 Y/506/2085 Communication in Customer Service 1 2 14
UBU3 L/506/1791 Principles of Personal Performance and Development 1 3 30
UBU4 R/506/1792 Principles of Working in a Business Environment 1 4 25
UBU5 Y/506/1793 Work with Others in a Business Environment 1 2 18

Optional Group B - from this group you'll need to cover a minimum of 2 components and earn a minimum of 6 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU10 K/506/2155 Make telephone calls to customers 2 3 16
UBU11 R/506/2134 Process information about Customers 2 3 14
UBU6 A/506/2094 Record Details of Customer Service Problems 1 3 14
UBU7 A/506/2113 Deal with Customer Queries, Requests and Problems 1 3 11
UBU8 T/506/2126 Communicate with Customers in Writing 2 3 20
UBU9 H/506/2154 Deal with Incoming Telephone Calls from Customers 2 3 16

Optional Group C - from this group you'll need to cover a minimum of 0 components and earn a minimum of 0 credits.

Unit Code Unit Ref Unit Title Level Credits GLH
UBU12 H/506/1795 Manage time and workload 1 1 10
UBU13 A/506/1799 Meet and welcome visitors in a business environment 1 2 20
UBU14 F/503/0392 Contribute to sales activities in a contact centre 1 3 6
UBU15 F/503/0361 Use specific features of contact systems and technology 1 3 12
UBU16 T/505/4673 Health and Safety Procedures in the Workplace 2 2 16
UBU17 M/502/8587 Processing sales orders 2 2 17
UBU18 R/502/8601 Meeting Customers' after sales needs 2 3 14

*For full details of the Rules of Combination for this qualification please see the Qualification Specification/Record of Assessment book.


*To find specifications for individual units, click on the "Structure" tab of your chosen qualification, select the unit code in the left hand column and on the new page click on the "Download unit book" tab under the unit title.

Centres approved to run this qualification

VTCT accredits centres to offer our qualifications, but cannot advise which centres are running particular courses at any time. Please contact the centre directly to find out if they currently offering your chosen qualification.

NB: The location displayed for each centre is based upon the centre's main address. The location displayed is not necessarily the only location that the centre can deliver VTCT qualifications from. For further information on a centre's delivery capabilities please select the centre's website address.

Centre Name Telephone Website Location
Equilibria Digital Solutions +973 17223389 Visit website Bahrain
Central Bedfordshire College - Dunstable Campus 01582 477776 Visit website Bedfordshire - Central Bedfordshire
Buckinghamshire College Group - Aylesbury Campus 01296 588588 Visit website Buckinghamshire
Developing U 01908366258 Visit website Buckinghamshire - Milton Keynes
Quality Assurance Training and Consultancy 07725 914304 Visit website Derbyshire
Holistic Therapies Training Academy 01237 472109 Visit website Devon
Ignite Academy & Training 01752 875610 Visit website Devon - Plymouth
SBA Nationwide Ltd 0333 014 4402 Visit website Greater Manchester - Manchester
Highbury College 023 9238 3131 Visit website Hampshire - Portsmouth
DB Training Ltd 01622693412 Visit website Kent
Rowhill School 01474 705377 Visit website Kent
TNB Skills Training - Folkestone 01303 256305 Visit website Kent
Y.O.U.R Beauty School 0208 698 0345 (opt. 1) Visit website London - Lewisham
Global Make up, Hair & Productions Academy LTD 07888875558 Visit website Merseyside - Liverpool
York College 01904 770200 Visit website North Yorkshire - York
SBC Training 01743 718586 Visit website Shropshire
L&F Training 07867692924 Visit website Somerset
Oracle Training Consultants Ltd - Doncaster 01302 813900 Visit website South Yorkshire - Doncaster
South Staffordshire College - Tamworth Campus 01827 310202 Visit website Staffordshire
Salma's Beauty Academy 01924 420010 Visit website West Yorkshire - Kirklees
Heart of Worcestershire College - Redditch 01527 572522 Visit website Worcestershire
Heart of Worcestershire College - Worcester 01905 726631 Visit website Worcestershire
Guernsey College of Further Education 01481 737500 Visit website Guernsey
Skyline College +27 31 3012494 Visit website Kwazulu Natal
Taiwan Research Institute Ltd +886223615269 Visit website Taiwan
Cardiff and Vale College - City Centre Campus 029 2025 0450 Visit website Cardiff
Grwp Llandrillo Menai - Coleg Llandrillo, Rhyl 01745 354797 Visit website Denbighshire
Coleg Cambria - Deeside Campus 0300 303 0007 Visit website Flintshire
Coleg y Cymoedd - Nantgarw 01443 662800 Visit website Rhondda Cynon Taff
Cardiff and Vale College - Barry Campus 01446 725000 Visit website Vale of Glamorgan