Customer Service

The Scottish Vocational Qualification (SVQ) and Modern Apprenticeships (MA) in Customer Service are nationally recognised awards accredited by the Scottish Qualifications Authority (SQA) or Education Development International (EDI) in partnership with the Institute of Customer Service (ICS), and are aimed at people in customer service roles across all occupations and sectors of employment. Like all SVQs this qualification is competence based.

This means that it is linked to the candidate's ability to competently perform a range of tasks connected with their work.
Click here to download our Customer Service VQ Leaflet.

Who is it for?

Who is this SVQ for?

These SVQs are work-orientated qualifications and are suitable for those who undertake Customer Service related activities. They are open to candidates with no entry barriers or previous academic attainment or learning.

What is its purpose?

The aim of these qualifications is to recognise the skills and competences of candidates in the workplace. These qualifications provide individuals with an opportunity to demonstrate skills and knowledge needed for a career in Customer Service. The units encompass a broad range of competencies from the Customer Service sector.

Units

What does the SVQ in Customer Service consist of?

The SVQ consists of a number of Units adopting the following format:

• Unit Summary

• Performance Indicators

• Knowledge and understanding

• Evidence requirements

Units are simply different tasks that are familiar areas of work to all customer service staff.

Each unit consists of:

• Overview

This provides information on what the unit is about, who the unit is intended for, links with other units and a list of the main generic units which are needed. This section of the unit is for guidance.

• Performance Indicators

This section describes the activities customer service staff are expected to perform.

• Knowledge and understanding

This is split into general knowledge and understanding; industry / sector specific knowledge and understanding; and context specific knowledge and understanding. This section defines the knowledge and understanding required to carry out the role effectively.

• Evidence requirements for the Unit

This section lists the evidence required to prove competence and also provides examples of possible evidence. In addition, it shows the behaviours and knowledge and understanding that the example evidence is likely to be able to generate.

SVQ Levels

SVQ Level 2

Customer Service

SVQ - Level 2

The Customer Service level 2 qualification is aimed at candidates who are working in a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing. To achieve the full award, candidates must complete 7 units in total, including 2 mandatory units and 5 optional units. Candidates choose the most appropriate optional units which best suit their work situation and job role.

SVQ Level 3

Customer Service

SVQ - Level 3

The Customer Service Level 3 qualification is aimed at candidates who will be delivering and managing service and will be accountable in the area of practice. Candidates will be working without direct supervision or on their own, such as in a commercial customer service environment. To achieve the full award, candidates must complete 7 units in total, including 2 mandatory units and 5 optional units. Candidates choose the most appropriate optional units which best suit their work situation and job role.

SVQ Level 4

Customer Service

SVQ - Level 4

The Customer Service level 4 qualification is aimed at candidates working in a senior role within the organisation that treats customer service as a priority. The candidate does not have to be a line manager of other people or even have manager as part of the title; however they should hold a position that would allow them to influence decision making and shape how customer service is delivered inside or outside of the organisation. To achieve the full award, candidates must complete 8 units in total, including 2 mandatory units and 6 optional units. Candidates choose the most appropriate optional units which best suit their work situation and job role.

A A A