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    Open Awards Vocational Employability & Work Skills

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    Course 603/6198/0

    Qualification Units

    2 units

    How this qualification is graded

    Vocational qualifications are marked against criteria, not an exam percentage. Each unit is assessed across three bands - build up from Pass by applying your knowledge to realistic workplace scenarios.

    Pass

    Accurately describe and explain the core knowledge for the unit and link it to the given scenario.

    Merit

    Apply and analyse that knowledge in detail, showing why it matters in the workplace context.

    Distinction

    Evaluate and justify decisions, weigh up alternatives and make well-reasoned professional recommendations.

    Dealing with Customer Queries and Complaints

    This element focuses on equipping learners with foundational skills to handle basic customer inquiries effectively. It covers recognising the nature of a query, listening actively, and responding politely with accurate information or by signposting appropriately. Mastery ensures customers feel heard and valued, which is essential for positive service interactions in entry-level roles.

    Open Awards Entry Level Award in Customer Service (Entry 1) (RQF)

    1 learning outcomes6 guidance points

    Developing Customer Service Skills

    This element introduces learners to the fundamental concept of good customer service, focusing on the critical role of a positive first impression. Learners explore how simple actions like greeting, smiling, and listening carefully create a welcoming environment and build trust, which is essential in any customer-facing role across service industries.

    Open Awards Entry Level Award in Customer Service (Entry 1) (RQF)

    1 learning outcomes4 guidance points
    About this course

    About Open Awards Vocational Employability & Work Skills

    This Open Awards Vocationally-Related Qualification (VRQ) in Employability & Work Skills is designed to equip you with the practical skills, knowledge, and attitudes needed to succeed in the modern workplace. The course focuses on developing your personal effectiveness, communication, teamwork, and problem-solving abilities, all within a real-world employment context.

    The specification is structured around a series of units that build your understanding of the working environment, from job application processes to rights and responsibilities in the workplace. You will explore key themes such as self-presentation, career planning, and workplace wellbeing, with an emphasis on applying learning to authentic scenarios. Assessment is continuous and portfolio-based, allowing you to demonstrate your skills through practical tasks and reflective evidence.

    Assessment Structure

    This qualification is assessed entirely through internal, centre-based assessment. There are no external written examinations. Instead, you will build a portfolio of evidence that demonstrates your achievement of the learning outcomes for each unit. Your teacher will assess your work against the specified assessment criteria, and the portfolio is then moderated by Open Awards to ensure standards are consistent. The number of units and total credit value will depend on the specific size of the qualification you are taking (e.g., Award, Certificate, or Diploma), but all assessment is continuous and coursework-based, with no formal time-limited exams.

    Why Choose Open Awards?

    • Flexible, portfolio-based assessment: Open Awards' VRQ in Employability & Work Skills is assessed through a portfolio of evidence rather than high-pressure exams. This allows you to demonstrate your skills in a practical, real-world context, which can be particularly beneficial if you thrive on coursework and hands-on projects.
    • Tailored to vocational learners: The qualification is designed specifically for those looking to enter the workforce or progress to further vocational study. It focuses on the essential employability skills that employers actually value, such as communication, teamwork, and self-management, and it can be adapted to your own career interests and local employment opportunities.
    • Wide range of unit options: Open Awards offers a broad selection of units within this qualification, allowing your centre to customise the course to your needs. Whether you want to focus on customer service, enterprise, or digital skills, you can build a qualification that is relevant to your future goals.

    Frequently Asked Questions

    What is the difference between an Open Awards VRQ and a GCSE in Employability or Work Skills?
    An Open Awards VRQ is a vocational qualification, meaning it is focused on practical, work-related skills rather than academic theory. Unlike a GCSE, which is assessed through exams and covers a broad curriculum, a VRQ is assessed through a portfolio of evidence you build during the course. This allows you to demonstrate your skills in real-world contexts, such as mock interviews or team projects. The VRQ is often more flexible and can be tailored to your specific career interests, making it a great choice if you prefer hands-on learning and want to develop skills directly relevant to employment.
    How is the Open Awards Employability & Work Skills qualification graded?
    This qualification is not graded with A*-E like GCSEs. Instead, it is a pass/fail qualification. To achieve a pass, you must successfully complete all the required units and provide sufficient evidence to meet the assessment criteria for each unit. Your teacher will assess your portfolio, and Open Awards will moderate it to ensure standards are consistent. This means that as long as you complete the work to the required standard, you will receive the qualification, which is widely recognised by employers and further education providers.
    Can I take this qualification alongside my GCSEs or A-levels?
    Yes, absolutely. Many students take the Open Awards VRQ in Employability & Work Skills alongside their GCSEs or A-levels. Because it is assessed through a portfolio rather than exams, it can be a flexible addition to your studies. It is particularly useful if you are planning to enter the workforce after school or college, as it gives you practical skills and evidence of your employability. You can often complete it in a single year, and it may be offered as an option block in your timetable or as an extracurricular activity.
    What career or further study options does this qualification lead to?
    This qualification is designed to prepare you for the world of work, so it can lead directly to employment in a wide range of sectors, including retail, customer service, administration, and hospitality. It also provides a strong foundation for further vocational study, such as a BTEC or NVQ in a specific career area. The skills you develop, such as communication, teamwork, and problem-solving, are highly transferable and valued by employers. Additionally, the qualification can support your progression to an apprenticeship or traineeship, where you can continue to develop your skills in a paid role.
    How much coursework will I need to complete for this qualification?
    The amount of coursework depends on the size of the qualification you are taking. Open Awards offers this VRQ at different levels, such as Award (typically 1-12 credits), Certificate (13-36 credits), and Diploma (37+ credits). Each credit roughly equates to 10 hours of learning time. For example, a 12-credit Award might involve around 120 hours of study and assessment. Your teacher will guide you on the specific units and evidence requirements. The coursework is practical and varied, including written reflections, observation records, and work-related tasks, so it is not just essay writing.
    Tips and common mistakes

    Common Exam Mistakes

    Pitfalls to avoid in your exams

    • •Interrupting the customer before they finish explaining their query, leading to misinterpretation.
    • •Using jargon or complex terms that the customer may not understand, instead of plain English.
    • •Failing to confirm the customer’s satisfaction with the response or leaving the interaction abruptly.
    • •Confusing good customer service with simply being friendly, without recognising the need for active listening and solving problems.
    • •Assuming that first impressions are only about appearance, overlooking the impact of tone of voice and body language.

    Top Examiner Tips

    Expert advice for exam success

    • •In a role-play assessment, pause briefly after the customer speaks to show you are processing the query.
    • •Always end the interaction with a friendly closure, such as ‘Is there anything else I can help with?’
    • •If you don’t know the answer, admit it politely and offer to find out rather than guessing.
    • •During assessments, use examples from everyday situations (e.g., shops, cafés) to show your understanding of customer service, even if your experience is limited.
    • •In role-play tasks, focus on small but powerful actions: make eye contact, say ‘hello’ clearly, and use the customer’s name if possible, as these are easy to remember and highly effective for demonstrating good first impressions.

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