Customer Service
(Modern Apprenticeship)

SCQF Level 6

This Modern Apprenticeship will equip you with customer service skills, which can be used across a wide range of job roles and organisations and provides you with the opportunity to learn about customer service within the best guidelines.

  • An apprenticeship is a period of time during which you are studying for a qualification while being employed. Apprenticeship schemes in Scotland are funded by the Scottish Government and administered by Skills Development Scotland (for more details go to )

Course Content

Topics will include: understanding customer service; understanding the rules which impact on customer service; customer relationships; customer complaints whilst developing your own core skills.
You also get to choose some of your own learning, your assessor will help you consider the units which suit your needs best. Assessors will attend your work place on a regular basis; the length of each visit will vary depending on which assessment is being done. Assessors will assess your competency and advise and give guidance on any work that may be required.

Entry Requirements

You must be in employment and aged 16 years or over.
We recommend that candidates should have achieved as a minimum standard grades at general level in English and Maths.
Candidates should be well presented, committed to the Modern Apprenticeship and able to complete.

Course Timetable

It is expected that apprentices following this framework will take on average 12 months to complete. This includes up to 20% of the time for off-the-job training. This would be either learning the knowledge parts of the qualification which would take place away from work or self-study.


Assessments take the form of written and practical assignments which are integrated throughout the programme. Written assessments are carried out by the candidates in their own time under the guidance of the assessor.

Course Provider Contact Details
SCQF Level 6