Customer Service Modern Apprenticeship

The Modern Apprenticeship in Customer Service at SCQF level 5 allows candidates to demonstrate competence in job-related skills in their particular area of work and expertise. This qualification covers communicating in a customer service environment and delivering customer service within best practice guidelines.
12-months Starting from: TBC

Course Information


01 What the student receives

The Modern Apprenticeship in Customer Service at SCQF level 5  allows candidates to demonstrate competence in job-related skills in their particular area of work and expertise. This qualification covers communicating in a customer service environment and delivering customer service within best practice guidelines.

The Modern Apprenticeship award is offered by the SQA and has been designed in partnership and is jointly awarded with the Skills CFA Sector Skills Council to ensure relevance to the sector.

Those undertaking this award will gain an internationally recognised qualification which guarantees that they have the skills, knowledge and abilities required to carry out their role successfully.  Employers will also benefit from their employees being proficient in their job role. 

02 What’s covered

As someone already employed within the customer service sector, the apprentice will gain an internationally recognised qualification which guarantees they have the skills, knowledge and abilities required to carry out their role successfully.

The apprentice will undertake two mandatory units:

  • Communicate in a customer service environment
  • Deliver customer service within the rules

The apprentice will also be required to complete five optional units which may include the following*:

  • Communicate effectively with customers
  • Deliver reliable customer service
  • Resolve customer service problems
  • Develop customer relationships
  • Give customers a positive impression of yourself and your organisation

*Alternative optional units may be offered to reflect the bespoke nature of each apprentice’s job role.

To gain the full Modern Apprenticeship award, the apprentice is required to achieve the following Core Skills at SCQF level 4:

  • Communication
  • Numeracy
  • Information and Communication Technology
  • Problem Solving
  • Working with Others
03 Career Prospects on completion

On completion the apprentice could progress to:

  • A Modern Apprenticeship in Customer Service at level 6.
  • Employment in the customer service sector at a higher/promoted level, perhaps as a customer relations manager or customer service team leader.
  • Employment in a related area which demands good customer service, e.g. retail, hospitality, the financial sector.
04 Entry Requirements

This qualification is suitable for:

  • Individuals who are currently in employment and who wish to obtain a formal qualification
  • Staff who are in direct contact with customers, including roles such as customer service trainee, customer service assistant, customer service advisor and customer service administrator.

Potential candidates should be in a job where they are carrying out relevant tasks and responsibilities which allow them to gather the required evidence in the workplace.

No prior qualifications or knowledge are required to undertake this qualification. 

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At New College Lanarkshire we are here to help sustain and strengthen your business. Our curriculum is regularly assessed to ensure that your apprentices are getting the training relevant to their work and practise high industry standards.

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