Customer Service student answering the telephone on a reception desk

City & Guilds Level 1 NVQ Certificate in Customer Service

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Course content

Learners will learn how to deal with internal and external customers, face to face, on the telephone and over email.

Mandatory units

  • Applying legislation, regulation and organisational procedures for customer
  • Working in Customer Service

Optional units

  • Deal with queries and requests
  • Answer telephone calls from customers
  • Positive Communications with customers
  • The customer service experience

Who is the course for?

The course is suitable for those learners who want a future career working with customers. The course will build on skills the learners already have but will put them in to a practical setting.

Assessment method

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

  • Professional discussion
  • Workbooks
  • Observation
  • Written work
  • Webcam
  • Placement

Entry requirements

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

Successful completion of the Entry 3 in customer service or another suitable Entry 3 qualification.

Successful completion of a Level 1 qualification.

Future opportunities / career options

To progress on to the Level 2 Certificate in Customer Service

To progress on to another suitable Level 1 or Level 2 programme

To volunteer or to be employed in a paid position in a customer-facing role, such as the hospitality, retail or tourism sectors

When does the course run?

September 2019

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).