Highfield Qualifications · RQF Level 1
Highfield Level 1 Diploma in Work-Related Studies for the Customer Service Sector (RQF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 1
- Total credits37
- Guided learning297 hours
- Units in this qualification13
Awarded by Highfield Qualifications · on the Ofqual register
Start here
See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
The Highfield Level 1 Diploma in Work-Related Studies for the Customer Service Sector (RQF) is a vocationally-related qualification. It allows learners to develop knowledge and skills relevant to customer service roles. Units cover topics such as teamwork, communication, and equality and diversity.
These are the units Highfield Qualifications registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Awareness of Equality and DiversityReal unit · Highfield Qualifications
What you'll be able to do
- Understand definitions and key concepts that are important regarding equality and diversity
- Know the relevant legislation and regulations used in Equality and Diversity
- Understand why Equality and Diversity is key in organisations and the benefits of promoting it
Communication MethodsReal unit · Highfield Qualifications
What you'll be able to do
- Understand different methods of communication and their applications
- Understand how different methods of communication support customer service
- Understand different communication models and their principles
- Understand ways to communicate effectively with customers over the internet using various tools
- Understand ways to communicate effectively with customers face-to-face using appropriate techniques
- Understand ways to communicate effectively with customers over the phone using professional etiquette
Complaint ResolutionReal unit · Highfield Qualifications
What you'll be able to do
- Understand the differences between handling complaints and resolving complaints effectively
- Understand how to deal with complaints on social media platforms professionally
- Know the signs of complaint intensification to prevent escalation
- Know methods of avoidance to de-escalate potentially intensifying complaints
- Know the skills that can be used to resolve complaints effectively
- Know the attributes that can be used to resolve complaints effectively
- Know the techniques that can be used to resolve complaints effectively
Creating First ImpressionsReal unit · Highfield Qualifications
What you'll be able to do
- Understand the various factors that can influence a customer's first impressions in a business context
- Create a positive first impression when interacting with customers
Customer FeedbackReal unit · Highfield Qualifications
What you'll be able to do
- Know why collecting customer feedback is important for business improvement and customer satisfaction
- Understand how customer feedback can be analysed and used to improve products, services, and customer experience
- Know how customer feedback can influence future planning and strategic decision-making within an organisation
Expectations of working in a customer service roleReal unit · Highfield Qualifications
What you'll be able to do
- Explain the importance of punctuality and time keeping in a customer service role.
- Describe the correct way to dress and present themselves professionally in a customer service role.
- Explain the impact and importance of shift patterns on personal life and customer service delivery.
Legislation and Regulation in the Customer Service EnvironmentReal unit · Highfield Qualifications
What you'll be able to do
- Identify the key legislation and regulations that are relevant to a customer service environment.
- Explain how legislation and regulations impact customer service practices and customer rights.
Listening TechniquesReal unit · Highfield Qualifications
What you'll be able to do
- Understand active listening techniques, including paying attention, showing empathy, and providing feedback
- Listen to customers effectively, to understand their needs and resolve their issues
Making Conversation and Building RapportReal unit · Highfield Qualifications
What you'll be able to do
- Understand the importance of building rapport with customers in a professional setting
- Know ways to build rapport with customers through effective communication
- Use suitable questioning techniques when making conversation with customers
Personal Development within Customer ServiceReal unit · Highfield Qualifications
What you'll be able to do
- Know the various methods and techniques used to gather feedback on own performance in a customer service role
- Know the range of learning activities that can be undertaken to develop own ability and skills in customer service
- Understand the benefits of continuously developing own skills and knowledge to improve performance in customer service
Standardised Approach to Customer ServiceReal unit · Highfield Qualifications
What you'll be able to do
- Understand the benefits of having set standards in customer service, such as improved customer satisfaction and business reputation
- Understand why expectations have to be set in a customer service environment, to ensure consistent and reliable service delivery
Teamwork in Customer ServiceReal unit · Highfield Qualifications
What you'll be able to do
- Know why working collaboratively with others in a team is important for achieving common goals in customer service
- Understand how to effectively support the work of a team by contributing ideas, sharing information, and assisting colleagues
Use of online and digital software and systemsReal unit · Highfield Qualifications
What you'll be able to do
- Safely use online and digital systems
- Understand the uses of social media platforms for communication and information sharing
- Communicate effectively using email and online chat facilities
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 1 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
Where this can lead
Complaints Specialist
Your journey as a Complaints Specialist is just the beginning. We're committed to helping you grow, whether that's becoming a deep subject matter expert, a process improvement guru, or a leader of people. The path is yours to shape, and we'll provide the tools and support to get you there.
See the whole journey →Showing 6 roles, drawn from 12 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
This unit provides an understanding of key equality and diversity concepts, including definitions, discrimination, and inclusive behaviours. Learners will study relevant UK legislation and recognise the importance of promoting equality and diversity within organisations.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for Highfield Level 1 Diploma in Work-Related Studies for the Customer Service Sector (RQF)
13 units in this credential, in the order it lists them, awarded by Highfield Qualifications.
- Awareness of Equality and Diversity
- Communication Methods
- Complaint Resolution
- Creating First Impressions
- Customer Feedback
- Expectations of working in a customer service role
and 7 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.