About the Course
The SCQF Level 6 Customer Service Apprenticeship builds on Level 5 skills and offers an advanced understanding of customer service practices. It prepares individuals for roles requiring expertise and leadership in customer-centric practices, covering the following key areas:
- Customer Relationship Management
- Service Excellence
- Advanced Communication
- Negotiation and Persuasion
- Leading Customer Service Teams
- Team Collaboration
- Process Improvement
- Monitoring and Evaluation
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 6
Additional Certification
Additional added value training course certifications will be supplied as and when attended.
Certificates
SCQF L6 Awarded by SQA
Modern Apprenticeship Certification is awarded by Sector Skills Council Instructus
Additional added value training course certifications will be supplied as and when attended.
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 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, 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
Advance Your Customer Service Career with Our Customer Service Apprenticeship
The Customer Service Apprenticeship at SCQF Level 6 is structured to provide you with a comprehensive and practical understanding of the key elements essential for success in the customer service industry. We have thoughtfully incorporated added-value training components to further enrich the learning journey, as outlined below.
Qualification Breakdown
Mandatory Units – Group A
Show Understanding of Customer
Show Understanding of the Rules that Impact Improvements in Customer Service
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 to be selected from any of the groups. Below is a list of common optional units for illustrative purposes only. There is a bigger selection to choose from; however, these will be tailored to individual roles and needs.
Group B
Deal with Customers in Writing or Electronically
Group C
Organise the Delivery of Reliable Customer Service
Group D
Monitor & Solve Customer Service Problems
Process Customer Service Complaints
Group E
Enhancements
Two units from any SVQ at SCQF level 6
Core Skills
The framework requires 5 core skills at SCQF L5; 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 have the opportunity to 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.