Customer Service Certificate - Business Qualification

Certificate in Principles of Customer Service

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Certificate in Principles of Customer Service

Assessment Requirements Portfolio of Evidence

This qualification is internally assessed and internally quality assured by Centre staff and externally quality assured by Innovate Awarding External Quality Advisors (EQAs).

Aims and Objectives of the Qualification

The aim of this qualification is to develop learners’ knowledge of Customer Service. It provides an insight into the principles of customer service and will aid career development by providing knowledge and understanding of working in this sector.

This knowledge based qualification is designed for individuals who are involved in Customer Service as their primary work activity, who are seeking a career in this sector and wish to take the first steps towards professional qualifications. It is also suitable for learners who wish to gain recognition of their knowledge of Customer Service that they can apply to employment in a wide range of sectors.

Entry Guidance

There are no formal entry requirements for this qualification.
This qualification is suitable for those who work within a number of industries and job roles. It provides Learners with an opportunity to demonstrate their competence and knowledge in a wide range of job roles.

Progression Opportunities

Learners who achieve this qualification could progress into or within employment in a number of customer service roles and/or continue their study in this or other areas. Learners who complete this qualification may go on to further study in related areas such as:

  • IAO Level 2 Diploma in Customer Service 
  • IAO Level 3 Diploma in Customer Service 
  • IAO Level 2 Diploma in Team Leading 


For details on eligibility for government funding please refer to the following websites:



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