| Unit Code | Unit | Level | URN | |
|---|---|---|---|---|
| UBU19 | Deliver customer service | Level 2 | A/506/2130 | compulsory |
| UBU20 | Understand customers | Level 2 | F/506/2131 | compulsory |
| UBU21 | Principles of customer service | Level 2 | J/506/2132 | compulsory |
| UBU22 | Understand employer organisations | Level 2 | A/506/1964 | compulsory |
| UBU23 | Manage personal performance and development | Level 2 | L/506/1788 | compulsory |
| UBU10 | Make telephone calls to customers | Level 2 | K/506/2155 | optional |
| UBU11 | Process information about customers | Level 2 | R/506/2134 | 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 |
| 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 |
| UBU24 | Communicate verbally with customers | Level 2 | D/506/2119 | optional |
| UBU26 | Promote additional products and/or services to customers | Level 2 | L/506/2133 | optional |
| UBU27 | Exceed customer expectations | Level 2 | Y/506/2135 | optional |
| UBU28 | Deliver customer service whilst working on customers' premises | Level 2 | T/506/2143 | optional |
| UBU29 | Carry out customer service handovers | Level 2 | T/506/2157 | optional |
| UBU30 | Resolve customer service problems | Level 2 | A/506/2158 | optional |
| UBU31 | Deliver customer service to challenging customers | Level 2 | F/506/2159 | optional |
| UBU32 | Develop customer relationships | Level 2 | Y/506/2149 | optional |
| UBU33 | Support customer service improvements | Level 2 | T/506/2160 | optional |
| UBU34 | Support customers through real-time online customer service | Level 2 | A/506/2161 | optional |
| UBU35 | Support customers using self-service equipment | Level 2 | H/506/2977 | optional |
| UBU36 | Use social media to deliver customer service | Level 2 | J/506/2163 | optional |
| UBU37 | Provide post-transaction customer service | Level 2 | K/506/2978 | optional |
| UBU38 | Resolve customers' complaints | Level 3 | R/506/2151 | optional |
| UBU39 | Gather, analyse and interpret customer feedback | Level 3 | D/506/2170 | optional |
| UBU40 | Manage diary systems | Level 2 | L/506/1807 | optional |
| UBU41 | Provide reception services | Level 2 | H/506/1814 | optional |
| UBU42 | Contribute to the organisation of an event | Level 2 | L/506/1869 | optional |
| UBU43 | Buddy a colleague to develop their skills | Level 2 | M/506/1895 | optional |
| UBU44 | Employee rights and responsibilities | Level 2 | L/506/1905 | optional |
| UBU45 | Develop working relationships with colleagues | Level 2 | R/506/1789 | optional |
| UBU46 | Principles of equality and diversity in the workplace | Level 2 | J/506/1806 | optional |
| UBU47 | Handling objections and closing sales | Level 2 | M/502/8606 | optional |
| UBU48 | Deal with incidents through a contact centre | Level 2 | K/503/0421 | optional |
| UBU49 | Carry out direct sales activities in a contact centre | Level 2 | L/503/0394 | optional |
| UBU50 | Negotiate in a business environment | Level 3 | H/506/1912 | optional |
| UBU51 | Bespoke software | Level 2 | F/502/4396 | optional |