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Customer Service Qualifications We Are Approved to Deliver 

TQUK Level 1 Award in an Introduction to Customer Service (RQF)  The TQUK Level 1 Award in an Introduction to Customer Service (RQF) is regulated by Ofqual.  The purpose of the qualification is to prepare learners for employment, including an apprenticeship, in a job role which includes customer service or to prepare them for further learning/training. The mandatory and optional units cover a range of areas relevant to the sector allowing learners to tailor the content to meet their individual needs. 

Qualification Structure  Learners must achieve a minimum of seven credits; three credits from the mandatory unit and at least four from the optional units. A minimum of five credits must be at Level 1. 

Qualification Duration  The Guided Learning Hours for this qualification is 57 hours, made up from all contact time, guidance or supervision of a learner by a lecturer, supervisor, tutor, trainer or other appropriate provider of education or training. Learners are expected to study and complete aspects of their assessment portfolio in their own time which is expected to be approximately 13 hours over the cycle of the programme.  This equates to a Total Qualification Time (TQT) of 70 hours. 

Grading and Assessment  The qualification is assessed by internally set and marked assessments subject to external quality assurance. Where indicated in the unit specifications, assessment must meet the requirements of the identified assessment strategy/principles.  All learning outcomes must be met to achieve a pass - there is no grading.  Download the Full Qualification Summary Below 

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TQUK Level 2 Diploma in Customer Service (RQF)  The TQUK Level 2 Diploma in Customer Service (RQF) is regulated by Ofqual.  The purpose of the qualification is develop learners’ customer service skills and to raise customer service standards. It is suitable for all learners whose job role includes customer service as it develops knowledge, understanding and skills in the key concepts of customer service and how to apply customer service knowledge and skills in the workplace. 

Qualification Structure  Learners must achieve a minimum of 45 credits: 19 credits from the Mandatory Group, a minimum of 3 credits from Optional Group A, and a minimum of 16 credits from Optional Group B. A maximum of 7 credits can come from Optional Group C. 

Qualification Duration  The Guided Learning Hours for this qualification is 245 hours, made up from all contact time, guidance or supervision of a learner by a lecturer, supervisor, tutor, trainer or other appropriate provider of education or training. Learners are expected to study and complete aspects of their assessment portfolio in their own time which is expected to be approximately 205 hours over the cycle of the programme.  This equates to a Total Qualification Time (TQT) of 450 hours. 

Grading and Assessment  The qualification is assessed by internally set and marked assessments subject to external quality assurance. Where indicated in the unit specifications, assessment must meet the requirements of the identified assessment strategy/principles.  All learning outcomes must be met to achieve a pass - there is no grading.  Download the Full Qualification Summary Below 

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