NVQ in Customer Service - Level 1 

Who the qualification is for

The Level 1 NVQ in Customer Service provides a Foundation Level course and qualification for people whose work involves Customer Service as a substantial part of their job role, and who appreciate the importance of providing excellent customer service. 

About the course

The NVQ is made up of six units, five mandatory units and one optional unit. Your assessor will give you advice about which optional unit best suits your job role after discussion with you and your supervisor. This is a practical, work-related course. You will learn through hands on experience in your workplace with support, guidance and instruction from your assessor. You will receive regular feedback on your progress from your assessor throughout the course. It recognises that employees assist customers in many different ways - some may just give or process customer service information, whilst others support customer service problems or work in a customer facing role. It gives people real and practical skills to help them to do their job, and benchmarks their ability, recognising their own personal qualities through the level they have attained. 

Course duration

Candidates should be aiming to complete the Level 1 NVQ in Customer Service within 8 – 14 weeks, subject to confirmation of access and other arrangements with the employer. The flexibility of the programme allows participants to learn at their own pace.  

Qualification Structure

The units for this qualification represent Customer Service Foundations. Candidates are required to complete six units for this award: five from the first theme are mandatory and either one of the two optional units.

Mandatory Units

• Unit 101 Prepare yourself to deliver good customer service
• Unit 103 Communicate effectively with customers
• Unit 104 Do your job in a customer friendly way
• Unit 105 Provide customer service within the rules
• Unit 106 Recognise and deal with customer queries, requests or problems

• Unit 102 Maintain a positive and customer friendly attitude
• Unit 107 Adapt your behaviour to give a good customer service impression

How my work is assessed

You will be assessed in your workplace. You will build a portfolio of evidence to demonstrate your ability to undertake the customer service tasks identified in your NVQ units. This evidence may include written work and records of observations by and discussions with your assessor. 

How my course starts

You will meet with your assessor, who will explain the programme to you and answer any questions you may have. Acton Training Centre will carry out initial assessments in English and Numeracy and find out about your existing level of knowledge or skill in the subject area so that you can be given advice to plan your learning and make arrangements for future visits. It is important that all participants can demonstrate a minimum level of English and Numeracy needed to undertake the course. 

Progression routes

Providing that your job role carries sufficient responsibilities for you to demonstrate your competence at a higher ability level, you can move on to the Level 2 NVQ in Customer Service. 

It is very important to understand that the free* course and training is provided on the basis that - from the outset - you are committed to completion of the course. 

*Subject to eligibility  

How to apply

To contact our training staff please email us on info@atc-uk.com or call us on 020 8992 4144