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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.

Feedback

The feedback form below gives you the opportunity to send us your comments and views on the standards, the qualifications structures and the range of guidance currently available for the SVQs/NVQs in Customer Service.

SVQ Customer Service Structure information

SVQ Customer Service levels 1 - 4 (2006 Awards)

SVQ Customer Service awards with Group Award codes (G8NM 21, G89X 22, G89W 23 and G8NN 24) are all now in a lapsing phase. Candidates registered to these awards will have 2 years to complete the level 1 and level 2 award (31.01.2013) and 4 years to complete the level 3 and level 4 award (31.01.2015).

SVQ Customer Service level 1 framework G8NM 21(lapsed)

SVQ Customer Service level 2 framework G89X 22(lapsed)

SVQ Customer Service level 3 framework G89W 23(lapsed)

SVQ Customer Service level 4 framework G8NN 24(lapsed)

SVQ Customer Service levels 1 - 4 (2010 Awards)

The current SVQs in Customer Services were accredited on 1 December 2010 and will lapse on 31 December 2015.

NVQ Customer Service level 1 - 3

SQA offers the following QCF qualifications in Customer Service:

Title	Ofqual Code	SQA Code	Structure
SQA level 1 NVQ Certificate in Customer Service (QCF)	501/2203/4	GA4P 65	Level 1 NVQ Certificate in Customer Service (128 KB)
SQA level 2 NVQ Certificate in Customer Service (QCF)	501/2062/1	GA80 66	Level 2 NVQ Certificate in Customer Service (137 KB)
SQA level 3 NVQ Diploma in Customer Service (QCF)	501/2070/0	GA8G 79	Level 3 NVQ Diploma in Customer Service (141 KB)

Unit and Assessment Specifications and Assessment Guidance for these qualifications are available on SQA's Secure website. These are available from your centre's SQA co-ordinator. For further information, please contact mycentre@sqa.org.uk.

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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

Assessor's Guidelines Blank Recording Forms (154 KB)