ITEC Qual ID: 2216
| Unit Code | Unit | Level | URN | |
|---|---|---|---|---|
| UBU1 | Understand working in a customer service environment | Level 1 | L/506/2083 | compulsory |
| UBU2 | Communication in customer service | Level 1 | Y/506/2085 | compulsory |
| UBU3 | Principles of personal performance and development | Level 1 | L/506/1791 | compulsory |
| UBU4 | Principles of working in a business environment | Level 1 | R/506/1792 | compulsory |
| UBU5 | Work with others in a business environment | Level 1 | Y/506/1793 | compulsory |
| UBU10 | Make telephone calls to customers | Level 2 | K/506/2155 | optional |
| UBU11 | Process information about customers | Level 2 | R/506/2134 | optional |
| UBU6 | Record details of customer service problems | Level 1 | A/506/2094 | optional |
| UBU7 | Deal with customer queries, requests and problems | Level 1 | A/506/2113 | optional |
| UBU8 | Communicate with customers in writing | Level 2 | T/506/2126 | optional |
| UBU9 | Deal with incoming telephone calls from customers | Level 2 | H/506/2154 | optional |
| UBU12 | Manage time and workload | Level 1 | H/506/1795 | optional |
| UBU13 | Meet and welcome visitors in a business environment | Level 1 | A/506/1799 | optional |
| UBU14 | Contribute to sales activities in a contact centre | Level 1 | F/503/0392 | optional |
| UBU15 | Use specific features of contact systems and technology | Level 1 | F/503/0361 | optional |
| UBU16 | Health and safety procedures in the workplace | Level 2 | T/505/4673 | optional |
| UBU17 | Processing sales orders | Level 2 | M/502/8587 | optional |
| UBU18 | Meeting customers' after sales needs | Level 2 | R/502/8601 | optional |