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This Modern Apprenticeship helps employers working in contact centres or customer service. It’s aimed at employees with little or no experience, or those looking to progress to roles with more responsibility. The apprenticeship is for those working in customer service, relations or support roles across public, private and third sector. The qualification helps them build high-level customer service skills, so that they’re well prepared to work with the public.

Qualifications

SCQF level 5

Your employee will study for a qualification in Customer Service at SCQF level 5.

Entry requirements

There are no set entry requirements for this apprenticeship.

Progression and development

After completing the apprenticeship at this level, your employees will be prepared for roles including customer service assistant, customer service administrator, customer service representative, customer service agent, customer service officer, customer liaison assistant, customer service operator, trainee agent, help desk operative, sales advisor, customer service advisor, telesales operator or telephone banking advisor.

They could progress on to:

  • A Modern Apprenticeship at SCQF level 6
  • An enhanced job role
  • A sector specific role which includes transferrable contact centre or customer service skills
  • Into employment in local councils

SCQF qualification levels explained

Download the framework document

SCQF level 6

Your employee will study for a qualification in Customer Service at SCQF level 6.

Entry requirements

There are no set entry requirements for this apprenticeship.

Progression and development

After completing the apprenticeship at this level, your employees will be prepared for roles including customer relationship manager, customer support agent, customer support officer, customer service executive officer, customer service delivery coordinator, customer service operator, customer service team leader, customer service supervisor, customer service manager, senior customer service advisor, customer relations officer.

They could progress on to:

  • An enhanced job role
  • A sector specific role which includes transferrable contact centre or customer service skills
  • Into employment in local councils

SCQF qualification levels explained

Download the framework document

How much will it cost?

Training

We will contribute towards the training costs, paying the learning provider directly in incremental payments throughout the course of the apprenticeship.

Use the contribution tables to work out the funding level for this framework:

Modern Apprenticeship Contribution Table (16-24 age group)
Modern Apprenticeship Contribution Table (25+ age group)

An enhanced funding contribution is paid for employees who are aged 16 – 19. For those who are disabled and care-experienced, this is extended up to and including age 29.

Speak to a range of learning providers to find the best deal and agree on a flexible approach which will meet the needs of your business.

Salary

Like any other employee of your business, you’ll pay the Modern Apprentice's wages. This is not set by SDS, but we do encourage all employees to pay the living wage. Remember, you must pay at least the National Minimum Wage.

Time to complete

It will take between 12-24 months to complete.

Sound right for your business?

The next step is to find a learning provider that offers this apprenticeship.

Find a learning provider

Need a little more information or advice?

Call our employer engagement team to find out more about Modern Apprenticeships. 

0800 783 6000
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