About this Diploma:
In today’s competitive marketplace, exceptional customer service is often the factor that sets businesses apart. A Customer Service apprenticeship provides employees with the skills, confidence, and knowledge they need to deliver outstanding service while contributing directly to business growth. For employers, investing in these apprenticeships is not only an investment in staff development but also in the long-term success of the organisation.
Employers that would benefit from achieving the Customer Service apprenticeship are retail businesses, call centres, healthcare providers, public sector organisations, financial services, transport providers and facilities and service providers. Any employer where staff regularly interact with customers, whether face to face, over the phone or online would benefit from their team completing an SVQ in Customer Service.
This qualification takes 9 to 12 months to complete.
This Scottish Vocational Qualification (SVQ) is awarded by SQA and consists of mandatory units and optional units. The range of optional units to choose from, enables the qualification to be tailored to meet both business requirements and the employee's specific areas of development.
Mandatory units:
- Providing customer service
- Working as part of a team
- Developing Meta skills and personal practice
Optional units:
- Creating customer records
- Promote additional products or services to customers
- Use bespoke software for dealing with customers
- Providing reception services
- Develop customer relationships
- Make sure your own actions reduce risks to Health and Safety
The Process:
The candidate will work towards building their e-portfolio with full support being provided by Rewards throughout the qualification, visiting the workplace to meet with the candidate. Progress will be reviewed at visits and we will seek the manager's input and feedback as part of this. The e-portfolio allows the candidate to easily submit work and communicate with their assessor remotely, in between face to face visits.
