Customer Service SCQF Level 6
Exceptional customer service is vital for businesses to succeed. The Customer Service SCQF Level 6 Modern Apprenticeship is an ideal upskilling opportunity for existing employees in customer-facing roles. This work-based Modern Apprenticeship enables apprentices the opportunity to develop their skills in dealing with customers, building and maintaining customer satisfaction, as well as develop existing core skills required in all aspects of work.
Course Content and Study Mode
Course Content and Study Mode
The Modern Apprenticeship is made up of two elements:
1. SVQ in Customer Service SCQF Level 6
2. Core Skills
SVQ
To achieve the SVQ, apprentices must complete 7 learning units:
Mandatory Units
- Show understanding of Customer Service.
- Show understanding of the rules that impact on the improvements in customer service.
Additional units and enhancements will be chosen by the candidate/employer.
Core Skills
Everyone needs Core Skills, no matter what job they undertake or what sector they work in. Core Skills feature in various National Qualifications, and Scottish candidates have been issued with a Core Skills profile on their Scottish Qualifications Certificate since 2000.
All Core Skills must be separately certificated for Customer Service SCQF Level 6.
Candidates who have already been certificated as achieving Core Skills at the required levels - either in the workplace or at school or college - do not need to repeat these Core Skills as part of the Modern Apprenticeship Framework.
Study Mode
Work-based, with self-led learning via UHI Argyll’s online learning platform assessed by a designated assessor. Off-the-job training may be required for mandatory enhancements.
How long does it take to complete?
How long does it take to complete?
On average 12 months.
When can the Modern Apprenticeship start?
When can the Modern Apprenticeship start?
Flexible start date, any time of year.
Who is eligible to become a Modern Apprentice?
Who is eligible to become a Modern Apprentice?
No formal entry qualifications are required.
Candidates are usually already in the employment they wish to undertake the Modern Apprenticeship with.
How are Modern Apprenticeships funded?
How are Modern Apprenticeships funded?
Skills Development Scotland contribute towards the cost of the apprentice training under the Modern Apprenticeship programme. This is available for all young people aged between 16-19 for all frameworks. Funding may also be available for young people between the ages of 20-24 and 25+ depending on the frameworks and sectors.
Modern Apprentices are paid a wage directly by their employer whilst undertaking their qualification
Career Prospects
Career Prospects
This apprenticeship can cater for roles including:
- Customer Relationship Manager
- Customer Support Officer
- Telephone Banking Advisor
Further study opportunities include:
Find out more
Email us at acapprenticeships@uhi.ac.uk