Customer Service

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.

There are no set entry requirements for this apprenticeship.

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