Customer service student working on reception

City & Guilds Level 1 NVQ Certificate in Customer Service

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Course content

Units have different credit values and to achieve the Certificate learners must gain a total of 22 credits.

Mandatory units

  • Communicate using customer service language
  • Follow the rules to deliver customer service

Worth 8 credits

Optional units

  • Deal with customers face to face
  • Communicate effectively with customers
  • Do your job in a customer friendly way

14 credits must be achieved

Who is the course for?

The Level 1 NVQ Certificate in Customer Service qualification provides the first step towards a career dealing with customers. The qualification introduces the basic elements that are needed to enable learners to work on a range of practical skills in a real working environment.

Assessment method

To gain this qualification you will need to evidence that you have undertaken each unit. A qualified tutor will assess you using:

  • Observations – direct observation by your tutor watching you produce work
  • Oral questions – direct questions asked by your tutor to check your understanding
  • Written questions – questions you must answer in order to check your understanding of the subject area
  • Placement – observation at a work placement

Entry requirements

Students are required to have an English and maths qualification at Entry 3.

Future opportunities / career options

On completion of this course learners will gain a qualification in Level 1 NVQ Customer Service. Progression is to Level 2 in Customer Service or employment.

When does the course run?

Monday and Friday 9am – 12 noon

Course Fees

Courses are free for all students aged 16 – 18 (or up to 24 if you declare a disability and have an Education, Health & Care Plan).