Where will this course lead?

If you are interested in exploring a potential career in a customer service faced industry, this one-year course is for you. Customer Service at level 1 can give you access to work experience and an insight into how the various service industries work. As part of the course, you will undertake lots of practical activities and specialisms.

Once you have completed this course you will have gained an overview of the sector, explored various service industries such as Retail, Hospitality, Events and Travel and be fully aware of the potential career pathways you could follow.
Completion of this will allow you to progress to a Level 2 course and further increase your prospects.

What will I study?

During the programme you will develop your knowledge in:
- Working in a customer service environment
- Communicating in a Customer Service environment
- Dealing with customer queries, requests and problems
- Managing your time and workload
- Making telephone calls
- Teamwork
- Working in a safe environment

How will this course be delivered?

The practical elements of this course will be delivered in the classroom and will involve preparing assignments and portfolio building. You will also have guest speakers to help you learn about the industry and visits to local businesses.
You will also be undertaking a work experience placement whilst on the course, giving you the opportunity to apply your new skills that you have learnt.

What qualifications will I get?

Work-Related Studies for the Customer Service Sector Level 1 Diploma HABC

How will I be assessed?

Assessment will be carried out using a variety of methods. You are expected to produce a portfolio of evidence for each unit. Assessment will include presentations, practical activities, planning, creating, role plays, discussions and assignments. You will also complete an element of work experience through work placements.

How do I get a place on the course?

Places are offered by an interview and a screening test.

What are the entry requirements?

2 Grade E/2's or above one of which must be English, a successful Interview and suitable references.

What else do I need to know?

A minimum of 90% attendance is needed to complete the course however 100% is expected, optional trips, talks and demonstrations by external employers.
Compulsory work experience attendance.

For Customer Service base industries, appearance and personal grooming is important and it is essential that learners will have purchased prior to starting the course:
1 pair black trousers/skirt
2 white shirts/blouses
1 pair black shoes
In addition, dependant on your pathway you will have to purchase 1 pair of safety shoes at approx. £25.00 (an order form will be provided on your first day)

Good levels of English and Maths are important for your success in your course, your chosen vocation and life. Throughout your course you will continue to develop your English and Maths skills in your vocational classes.
If you haven't achieved an A*/1 - C/4 grade in English or Maths at GCSE, or a Level 2 Functional Skill, you will also be working towards a qualification in English or Maths at a level that will enable you to progress towards these grades.

What can I do after this course?

On completion of this course you can progress onto a level 2 qualification within your chosen specialist area.
You can also progress into a career in your chosen sector.


Blossomfield Campus

Start Date






Course Fee

N/A for 16 to 18 year olds

Course Code


Study Mode

Full Time


Receptionists receive and direct telephone calls and visitors to commercial, government and other establishments.

What’s Involved?

Receptionist's receive callers and clients and direct them to the appropriate person or department. They record the details of enquiries and make appointments and reservations. They also answer, screen and forward or otherwise deal with telephone enquiries. They supply brochures, pamphlets and other information for clients. They record details of visitors, issue security passes and inform visitors of any actions to be taken in case of an emergency. They also maintain reception area in good order.

Waiting Staff

Waiters and waitresses serve food and beverages in hotels, clubs, restaurants and other establishments.

What’s Involved?

A waiter/waitress sets tables with clean linen, cutlery, crockery and glassware. They present menus and wine lists to patrons and may describe dishes and advise on selection of food or wines. They take down orders for food and/or drinks and passes order to kitchen and/or bar. They also serve food and drinks. They present bills and accept payment at end of the meal.

Bar Person

Bar staff prepare, mix and serve alcoholic and non-alcoholic drinks and beverages at bars in public houses, hotels, clubs and other establishments.

What’s Involved?

Bar Person assists in keeping bar properly stocked. They wash used glassware and clean and tidy bar area. They also take customer orders and mix and serve drinks. They receive payment for drinks.

Retail Manager

Retail and wholesale managers and directors plan, organise, direct and co-ordinate the operations of major retail and wholesale establishments in order to maximise business performance and meet financial goals.

What’s Involved?

Retail Managers appoint staff, assign tasks and monitor and review staff performance. They liaise with other staff to provide information about merchandise, special promotions etc. to customers. They ensure that adequate reserves of merchandise are held and that stock keeping is carried out efficiently. They also ensure customer complaints and queries regarding sales and service are appropriately handled. They oversee the maintenance of financial and other records and control security arrangements for the premises. They authorise payment for supplies received and decide on vending prices, discount rates and credit terms. They examine quality of merchandise and ensure that effective use is made of advertising and display facilities.

Travel Agent

Travel agents advise travellers upon travel arrangements, make bookings and receive payment for travel arrangements made.

What’s Involved?

Travel Agents discuss client requirements and show brochures containing suitable packages. They establish availability with tour operators and make bookings. They also consult travel time-tables, book travel tickets and accommodation. They handle cash, debit and credit card payment. They also inform clients of any changes in travel arrangements. They advise on issues of currency, passports, visa requirements, insurance, car hire, vaccinations and other health precautions.

Leisure & Travel Services Operatives

Workers in this unit group perform a variety of leisure and travel service occupations.

What’s Involved?

Leisure & Travel Service Operatives observe regulations concerning the carrying capacity of vehicles and control the boarding of passengers accordingly. They receive passengers, check tickets and guide them to their seats, make announcements regarding travel arrangements and places of interest, and deal with passengers' queries. They make local arrangements at stopover points for food and accommodation. They also respond to enquiries and complaints, book excursions and other entertainment and provide other assistance and advice to holidaymakers. They signal to driver when to stop and start bus, collect fares from passengers and issue tickets and change destination indicators as necessary. They complete way-bill at scheduled points on route and balance cash taken with tickets issued. They receive passengers on ship, examine tickets and other documentation, direct them to their cabin and assist with any luggage. They make announcements to passengers and deal with enquiries.

Travel Agency Manager

Travel agency managers and proprietors plan, organise, direct and co-ordinate the resources and activities of travel agencies and booking offices.

What’s Involved?

Travel Agency Managers plan work schedules and assign tasks and responsibilities. They co-ordinate the activities of clerical, secretarial and other staff. They discuss client's requirements and advise on road, rail, air and sea travel and accommodation. They also make and confirm travel and accommodation bookings, arrange group holidays, tours and individual itineraries. They advise on currency and passport/visa regulations and any necessary health precautions needed. They also determine financial, staffing, material and other short- and long-term needs.

Events Planner

Job holders in this unit group manage, organise and coordinate business conferences, exhibitions and similar events.

What’s Involved?

Events Planners discuss conference and exhibition requirements with clients and advise on facilities. They develop proposals for the event, and present proposal to client. They also allocate exhibition space to exhibitors. They plan work schedules, assign tasks, and co-ordinate the activities of designers, crafts persons, technical staff, caterers and other events staff. They liaise closely with venue staff to ensure smooth running of the event. They also ensure that Health and Safety and other statutory regulations are met.

Leisure & Theme Park Attendant

Leisure and theme park attendants monitor the operation of amusement arcades, check tickets of entry to theatres and cinemas and show people to their seats, operate rides at funfairs and theme parks, and entertain and look after guests at holiday camps.

What’s Involved?

Leisure & Theme Park Attendants checks tickets of people entering cinemas and theatres, and directs people to their seats. They operate rides and supervise stalls at fairgrounds and amusement parks. They issue changes at amusement arcades, monitor the operation of arcade machines and empty coins from machines. They welcome holidaymakers, provide information about holiday camps, organise and participate in entertainment and activities for guests.

Hotel & Accommodation Manager

Job holders in this unit group plan, organise, direct and co-ordinate the activities and resources of hotels, hostels, lodging homes, holiday camps, holiday flats and chalets, and organise the domestic, catering, and entertainment facilities on passenger ships.

What’s Involved?

Hotel Managers analyse demand and decide on type, standard and cost of services to be offered. They determine financial, staffing, material and other short- and long-term needs. They ensure physical comfort of residents or passengers and make special arrangements for children, the elderly and the infirm if required. They also approve and arrange shipboard entertainment and shore trips and liaise with ship's agent to ensure that ship is adequately provisioned. They arrange for payment of bills, keep accounts and ensure adherence to licensing and other statutory regulations.


Company secretaries (excluding qualified chartered secretaries) file and maintain company records, translate notes and dictation into typewritten form and perform other clerical tasks within commercial organisations.

What’s Involved?

Secretaries open, sort, distribute and file correspondence (both hard copy and electronic). They use appropriate software to produce correspondence, memoranda, reports, presentations and other documents from drafts, handwritten copy or by transcribing dictation. They deal directly with routine correspondence. They also file and retrieve documents, set up and maintain filing systems and reproduce copies of documentation as required. They keep appointment diaries, make travel arrangements and arrange conference and other functions. They arrange meetings, circulate agendas and other meeting documents, attend meetings, and take and prepare minutes. They also answer, screen, handle and direct telephone requests and enquiries, take messages and forward to the appropriate member of staff. They undertake reception responsibilities by greeting visitors and arranging refreshments. They ensure office supplies such as stationery and equipment are maintained.

Hospitality Manager

Job holders in this unit group manage, organise and coordinate business conferences, exhibitions and similar events.

What’s Involved?

Hospitality Managers discuss conference and exhibition requirements with clients and advises on facilities. They develop proposals for the event, and present proposals to client. They also allocate exhibition space to exhibitors. They plan work schedules, assign tasks, and co-ordinate the activities of designers, crafts persons, technical staff, caterers and other events staff. They also liaise closely with venue staff to ensure smooth running of the event. They ensure that Health and Safety and other statutory regulations are met.

Predicted Employment

How much can I earn?


Employment by Region

The career paths provided are to give you an idea of the careers that you could progress onto in the future. However, for some, you may need to complete higher level qualifications and gain experience before your dream job becomes a reality. The information provided is to support further research and to generate some initial career ideas when choosing a course. Please check entry requirements to degree courses, apprenticeships, and jobs as this may vary from year to year and across providers. For further advice and guidance, please contact: careers@solihull.ac.uk.