Customer Service

Customer Service

Who are the Awards aimed at?

The SVQs/NVQs in Customer Services are designed for people working in a wide variety of sectors whose job involves dealing with customers – either internal or external customers.  They can be used for people whose role is entirely customer service focussed, as well as those for whom customer service is only part of their role.

The qualifications assess the skills and knowledge people need to perform their job role effectively and are based on the National Occupational Standards (NOS) for Customer Service.  This means that someone achieving an SVQ/NVQ is able to prove they have the skills and knowledge to do the job to the standard of competence defined nationally by the industry.

How are the Awards delivered and assessed?

Customer Service impacts on all occupational sectors and these qualifications can be embedded in a company’s normal training and development process or can be taken as part of an apprenticeship training programme.

The SVQs/NVQs in Customer Service are designed to be assessed in the workplace so candidates don’t need to spend lots of time away from their work undertaking the qualification which also minimises costs.

The Units/National Occupational Standards making up the SVQs in Customer Service are contained in the Candidate Portfolio Documents.

Qualification content and delivery tools

Assessment Guidance

Level: 1,2,3 & 4
Edition: July 2010
Downloads: Customer Service Assessment Strategy levels 1,2,3 & 4 (174 KB)

Assessors Guidelines

Blank Recording Forms

Customer Service (2010 Awards)

Level: 1, 2, 3, 4
Publication: DB4593
Edition: February 2011
Downloads: Customer Service levels 1, 2, 3 & 4 (612 KB)

Level: 2, 3 & 4 (2006 Awards)
Publication: DB4083
Edition: June 2008
Downloads: Customer Service levels 2, 3 & 4 (148 KB)

Candidate Recording Forms

Candidate Disclaimer for SVQ Portfolio

Candidate Portfolios for 2010 Awards (including the Units/National Occupational Standards (NOS)

Candidate Portfolios for 2006 Awards - lapsed awards


Internal Assessment Reports

Internal Assessment Reports were formerly known as Senior Verifier Reports.


Evidence Requirements

2006 Awards

Level Edition Download
1 April 2007 Customer Service Evidence Requiements level 1 (446 KB)
2, 3 & 4 January 2006 Customer Service Evidence Requiements levels 2, 3 & 4 (1009 KB)

2010 Awards

Level Edition Download
1, 2, 3, & 4 April 2010 Customer Service Evidence Requirements levels 1, 2, 3 & 4 (1.09 MB)

Feedback form

SQA would welcome your views, comments or feedback on the standards, qualification structures and guidance for the SVQs and NVQs in Customer Service.

Please send your feedback to:


Candidates and assessors should pay particular attention to the award criteria which stipulates how many Units can be taken from each optional grouping and the SCQF level of the Units.

Useful links

mappIT logo Skills Development Scotland Logo CFA Skills Logo IoCS logo Industry Sector Skills Alliance Logo