Customer Service

Modern Apprenticeship



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

  • customer relations

  • 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.

Apprenticeship framework(s)

Your employee will study for a Modern Apprenticeship at SCQF Level 5 or 6.

Select each level to see the framework document and qualification(s) at that level.

Entry requirements

There are no set entry requirements for this apprenticeship.

Progression and development

SCQF Level 5

After completing the apprenticeship at this level, your employees will be prepared for roles including:

  • customer service assistant, advisor, administrator or representative

  • customer liaison assistant

  • trainee agent

  • helpdesk operative

  • sales advisor

  • telesales operator

  • telephone banking advisor

They could also progress on to a Modern Apprenticeship at SCQF Level 6.

SCQF Level 6

After completing the apprenticeship at this level, your employees will be prepared for all the roles listed in SCQF Level 5, as well as:

  • customer relationship manager

  • customer support officer

  • customer service executive officer

  • customer service delivery coordinator

  • customer service team leader, supervisor or manager

After completing either level they could progress on to:

  • an enhanced job role

  • a sector-specific role which includes transferrable contact centre or customer service skills

  • employment in local councils

How does it work?

Apprentices will learn in a real-world environment and earn a wage. They’ll also study with a college or other learning provider.

Cost and funding

We contribute towards training costs

We do this by paying the learning provider throughout the apprenticeship.

The training contribution calculator will show you our funding contribution for this framework.

An enhanced funding contribution is paid for employees aged 16 to 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 to meet your business needs.

Who pays the apprentice?

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

How long will it take?

It will take between 12 and 24 months to complete.

Need information or advice?

Call our advisors to find out more about Modern Apprenticeships.

0800 783 6000

Sounds right for your business?

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

Find a learning provider