BTEC Level 1 Award and Certificate in Principles of Customer Service - Issue 2 - Specification changes

Oct 20, 2026

Uploaded by Logic

Specification Issue 2 for Pearson BTEC Level 1 Award and Pearson BTEC Level 1 Certificate in Principles of Customer Service. Sets out the qualifications’ objective, prerequisites, assessed knowledge and skills, assessment method, and criteria for learner attainment, including qualification structures and unit-level details such as learning outcomes and assessment criteria. Includes a summary of changes from the previous issue (e.g., removal of QCF references, updated TQT definitions and guided learning guidance) plus centre resource, approval, quality assurance, delivery, access, and disability considerations, followed by further information and unit mapping.

LanguageEnglish

CategoryExam

FormatPDF

Pages94

Reading Time3 h 57 min

AccessFree to download

Purpose of this specification

Introducing BTEC Specialist qualifications

Qualification summary and key information

Qualification structures

Assessment

Recognising prior learning and achievement

Centre resource requirements

Centre recognition and approval

Quality assurance of centres

Programme delivery

Access and recruitment

Access to qualifications for learners with disabilities or specific needs

Units

Unit 1: Customer Service Principles

Unit 2: Understanding How to Work in a Customer Service Role

Unit 3: Communicating With Customers

Unit 4: Understanding How to Manage Personal Performance and Development

Unit 5: Career Progression

Unit 6: Health and Safety at Work

Unit 7: Understanding How to Deal with Customers’ Requests, Queries and Problems

Unit 8: Principles of Social Media for Business Use

Unit 9: Investigating Rights and Responsibilities at Work

Unit 10: Using a CV and Covering Letter to Apply for a Job

Further information and useful publications

Professional development and training

Annexe A

Unit mapping overview

Pearson BTEC Level 1 Award in Principles of Customer Service Pearson BTEC Level 1 Certificate in Principles of Customer Service Specification BTEC Specialist qualification First teaching January 2015 Issue 2 Edexcel, BTEC and LCCI qualifications Edexcel, BTEC and LCCI qualifications are awarded by Pearson, the UK’s largest awarding body offering academic and vocational qualifications that are globally recognised and benchmarked. For further information, please visit our qualifications website at [qualifications.pearson.com. Alternatively](qualifications.pearson.com. Alternatively), you can get in touch with us using the details on our contact us page at [qualifications.pearson.com/contactus](qualifications.pearson.com/contactus) About Pearson Pearson is the world's leading learning company, with 35,000 employees in more than 70 countries working to help people of all ages to make measurable progress in their lives through learning. We put the learner at the centre of everything we do, because wherever learning flourishes, so do people. Find out more about how we can help you and your learners at [qualifications.pearson.com](qualifications.pearson.com) This specification is Issue 2. Key changes are listed in the summary table on the next page. We will inform centres of any changes to this issue. The latest issue can be found on the Pearson website: [qualifications.pearson.com](qualifications.pearson.com) References to third party material made in this specification are made in good faith. Pearson does not endorse, approve or accept responsibility for the content of materials, which maybe subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.) All information in this specification is correct at time of publication. These qualifications were previously known as: Pearson BTEC Level 1 Award and Certificate in Principles of Customer Service (QCF) The QNs remain the same. ISBN 978 1 446 93926 0 All the material in this publication is copyright © Pearson Education Limited 2017 Summary of Pearson BTEC Level 1 Award and Certificate in Principles of Customer Service specification Issue 2 changes | Summary of changes made between previous issue and this current issue | Page/section number | | --- | --- | | All references to QCF have been removed throughout the specification | | | Definition of TQT added | Section 1 | | Definition of sizes of qualifications aligned to TQT | Section 1 | | TQT value added | Section 2 | | GLH range removed and replaced with lowest GLH value for the shortest route through the qualification | Section 2 | | QCF references removed from unit titles and unit levels in all units | Section 12 | | Guided learning definition updated | Section 12 | Earlier issue(s) show(s) previous changes. If you need further information on these changes or what they mean, contact us via our website at: [qualifications.pearson.com/en/support/contact-us.html](qualifications.pearson.com/en/support/contact-us.html). Contents Purpose of this specification 1 1 Introducing BTEC Specialist qualifications 3 What are BTEC Specialist qualifications? 3 2 Qualification summary and key information 4 Qualification Number and qualification title 6 Qualification objective 6 Relationship with previous qualifications 7 Progression opportunities through Pearson qualifications 7 Industry support and recognition 7 3 Qualification structures 8 Pearson BTEC Level 1 Award in Principles of Customer Service 8 Pearson BTEC Level 1 Certificate in Principles of Customer Service 9 4 Assessment 10 5 Recognising prior learning and achievement 11 Recognition of Prior Learning 11 6 Centre resource requirements 12 General resource requirements 12 Specific resource requirements 12 7 Centre recognition and approval 13 Approvals agreement 13 8 Quality assurance of centres 14 9 Programme deliver

FAQs

What is the purpose of this BTEC Specialist qualification specification?

It defines the qualifications’ objective, prerequisites and prior knowledge, required units (including optional routes), assessment requirements, and the knowledge, skills, and understanding that will be assessed, including assessment methods and attainment criteria.

What changed in Issue 2 compared with the previous issue?

Issue 2 removes references to QCF throughout the specification, adds and updates TQT-related definitions and values, replaces GLH guidance with the lowest GLH for the shortest route, updates guided learning definitions, and updates unit title/level references in units.

What topics are covered by the qualification units?

The units cover customer service principles, working in a customer service role, communicating with customers, managing personal performance and development, career progression, health and safety at work, handling requests/queries/problems, social media principles for business use, employment rights and responsibilities, and job applications using a CV and covering letter.

Oct 20, 2026

Uploaded by Logic