About the Course
A Customer Service Apprenticeship at SCQF Level 5 is an exciting and practical learning journey designed to kickstart careers in this area.
This apprenticeship is tailored for individuals eager to acquire valuable skills and knowledge that will set them apart in the world of customer-centric roles.
- Learn the art of delivering outstanding customer experiences.
- Master effective query and complaint handling
- Become skilled in relationship-building
- Enhance your communication skills.
- Acquire problem-solving techniques
- Cultivate teamwork skills
Schedule a Consultation
Ready to take the next step in your customer service career? Speak directly with one of our knowledgeable experts today. They’re ready to answer all your questions.
Prefer to reach out online? Visit our enquiry form to get all the information you need at your fingertips. Your journey towards becoming a customer service professional starts here.
Course Overview
Overall Award & Level
Customer Service SCQF Level 5
Additional Certification
Although not a mandatory part of this framework, we offer a range of training and vendor certifications as part of added-value training. This will vary depending on your tailored selection of courses.
Certificates
SCQF L5 Awarded by SQA
Modern Apprenticeship Certification is awarded by Sector Skills Council Instructus.
Entry Requirements
No set requirements, however, the role must be relevant to the qualification being undertaken.
Method Of Study
Work-based learning.
Duration
The recommended duration for this framework is 9 – 12 months; however, any Recognised Prior Learning (RPL) will be considered on a case-by-case basis when planning the duration for individuals.
Assessment Methods
Assessment methods may include gathering product evidence (example content with annotation to contextualise), written statements, case studies, workplace observation, witness testimony and/or professional discussion.
Start Date
This is a roll-on, roll-off programme; therefore, there is no fixed start date.
Locations
Remote and work-based.
Course Structure
Unlock Your Potential in Customer Service with our SCQF Level 5 Apprenticeship
The Customer Service Apprenticeship at SCQF Level 5 is structured to provide a comprehensive and practical understanding of the key elements essential for success in the customer service industry. As outlined below, we have thoughtfully incorporated added-value training components to further enrich the learning journey.
Qualification Breakdown
Mandatory Units – Group A
Deliver Customer Service within the Rules
Communicate in a Customer Service Environment
Optional Units
This is split into four additional groups: B, C, D, and E. At a minimum, one unit must be selected from each group, with a further unit selected from any of the groups. Below is a list of common optional units for illustrative purposes only. There is a vast selection to choose from; however, these will be tailored to individual roles and needs.
Group B
Process Information About Customers
Group C
Deliver Reliable Customer Service
Deal with Customers Using Bespoke Software
Group D
Resolve Customer Service Problems
Group E
Develop Personal Performance Through Delivering Customer Service
Core Skills
There are 5 core skills at SCQF L4 required for the framework; however, where possible, these will be naturally assessed throughout the duration of the award. If any of these have been previously attained, they will not be required to be completed as they are part of SQA’s commitment to lifelong learning. This can be seen in the Core Skill Profile provided by SQA.
- Communication
- Numeracy
- Information & Communication Technology
- Working with Others
- Problem-Solving
Added Value Training
We offer optional added-value training to complement our Apprenticeship programmes.
These certifications serve as a valuable enhancement, allowing apprentices to tailor their learning experience based on individual needs and preferences.
By incorporating additional certifications, apprentices can acquire specialised skills that align with their career goals within their occupational area.
Schedule a Consultation
Ready to take the next step in your customer service career? Speak directly with one of our knowledgeable experts today. They’re ready to answer all your questions.
Prefer to reach out online? Visit our enquiry form to get all the information you need at your fingertips. Your journey towards becoming a customer service professional starts here.