Customer Service

Customer Service

The suite of Scottish Vocational Qualifications (SVQs) in Customer Service from level 1 to 4 (SCQF level 4–8) allows candidates to demonstrate competence in job-related skills in their particular area of work and expertise.

The SVQ 1 and 2 cover communicating in a customer service environment and delivering customer service within best practice guidelines, while the SVQ 3 includes understanding of customer service and the rules that impact on improvements in customer service. Finally, the SVQ 4 goes on to cover following organisational rules, external regulations and legislation when managing customer service and handling referred customer complaints.

These qualifications have been designed in partnership and are jointly awarded with the Skills CFA Sector Skills Council to ensure relevance to the sector.

SVQs are based on National Occupational Standards (NOS). SQA works in partnership with other organisations to ensure that NOS are relevant to the current and future needs of Scottish industries.

These qualifications are available through employers, colleges and training providers.

Why deliver this qualification

Learners will gain an internationally recognised qualification which guarantees that they have the skills, knowledge and abilities required to carry out their role successfully. Employers will also benefit from their employees being proficient.

These SVQs are offered in the workplace. As assessment is carried out in the workplace this minimises any time learners would need to be away from their work.

Learners can progress to a range of qualifications including other Customer Service qualifications at higher SCQF levels or related awards etc.

Who does this qualification suit

These SVQs are suitable for:

  • individuals who are currently in employment and who wish to obtain a formal qualification
  • staff who are in direct contact with customers, including roles such as customer service relations officers and customer service team leaders

Access

Entry is at the discretion of the centre.

Candidates should be in a job or placement where they are carrying out relevant tasks and responsibilities which allow then to gather the required evidence in the workplace.

No prior qualifications or knowledge are required to undertake these qualifications.

Progression

The suite of SVQs in Customer Service could provide progression to:

  • an SVQ in Customer Service or related area at a higher SCQF level
  • employment in the customer service sector at a higher/promoted level, perhaps as a customer relations manager, customer service team leader
  • employment in a related area which demands good customer service, eg retail, hospitality, the financial sector 

Approval

Centres with devolved authority for approval should use their own internal approval process.

Centres without devolved authority will have to come forward for approval and should contact SQA’s Business Development Team for guidance.

Assessors and verifiers must be able to meet SQA’s general requirements for technical/occupational competence as outlined in the Guide to Approval

Centres will have to come forward for approval and should contact SQA’s Business Development Team for guidance.

How to assess

For general information on how to assess this qualification, please refer to the document Guidance on how to assess SVQs. For detailed guidance on how to assess this particular SVQ, please refer to the Assessment Strategy.

Qualification content and delivery tools

Current

Information about the qualification(s)

Qualification Structure

The SVQ 1 in Customer Service at SCQF level 4 consists of two mandatory Units and three optional Units.

The SVQ 2 in Customer Service at SCQF level 5 consists of two mandatory Units and five optional Units.

The SVQ 3 in Customer Service at SCQF level 6 consists of two mandatory Units and five optional Units.

The SVQ 4 in Customer Service at SCQF level 8 consists of two mandatory Units and six optional Units.

For details of the Units making up these SVQs, please refer to the Qualification Structure.

National Occupational Standards

Unit information for this qualification is available on our Accredited Qualification Unit Search.

Core Skills signposting

Modern Apprenticeships

SVQ 2 in Customer Service at SCQF level 5 is a mandatory component in Level 2 Modern Apprenticeship in Customer Service.

SVQ 3 in Customer Service at SCQF level 6 is a mandatory component in the Level 3 MA in Customer Service.

SQA also offers the following components of these Modern Apprenticeships which currently must be certificated separately:

Unit Title L2 MA in Customer Service SCQF 4 L3 MA in Customer Service SCQF 5
Core Skills: Communication F426 04 F427 04
Core Skills: Numeracy F42A 04 F42B 04
Core Skills: Information and Communication Technology F42E 04 F42F 04
Core Skills: Problem Solving F42J 04 F42K 04
Core Skills: Working with Others F42N 04 F42P 04

Information about delivery, assessment, quality assurance and support material

Assessment strategy

Assessor's guidelines

Customer Service (2016 Awards)

Level: 4, 5, 6, 8
Publication: DB6227
Edition: January 2016
Downloads: Customer Service levels 4, 5, 6, 8 (593 KB)

Candidate Guidance and Portfolio

Lapsing

Information about the qualification(s)

Qualification Structure

The below qualifications are now in their lapsing period and will finish on the following dates:

SVQ 1 Customer Service at SCQF level 4 (GA38 21) from 31 December 2017

SVQ 2 Customer Service at SCQF level 5 (GA39 22) from 31 December 2017

SVQ 3 Customer Service at SCQF level 6 (GA52 23) from 31 December 2019

SVQ 4 Customer Service at SCQF level 8 (GA3R 24) from 31 December 2019

Centres should note:

  • The qualifications will be deleted from the relevant catalogue
  • The qualifications’ content and delivery tools will remain on SQA’s website until 31 December 2019 at which point they will be removed and archived
  • No new centres may be approved to offer the qualifications
  • No candidates can be entered for the qualifications

Centres should ensure candidates complete the qualifications and results are submitted to SQA before:

  • SVQ 1 and SVQ 2 in Customer Service: 31 December 2017
  • SVQ 3 and SVQ 4 in Customer Service: 31 December 2019

National Occupational Standards

Unit information for this qualification is available on our Accredited Qualification Unit Search.

Evidence Requirements

2010 Awards

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

Information about delivery, assessment, quality assurance and support material

Assessment strategy

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

Assessor's 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)

Candidate Guidance and Portfolio

Candidate Disclaimer for SVQ Portfolio

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

Internal Assessment Reports

Internal Assessment Reports were formerly known as Senior Verifier Reports.

 

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: elaine.snell@sqa.org.uk

Structure

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.

Candidate Support Packs

To assist with knowledge requirements, SQA has produced support materials for the two mandatory Units of SVQ 2 Customer Service.  Your centre's SQA Co-ordinator will have access to these support materials on SQA's secure website. Please approach them for access.

Work is also underway on the development of similar packs for the two mandatory Units of level 3.  

SQA has also developed an on-line question bank to assist centres assess the knowledge requirements of mandatory Units in SVQ 2 in Customer Service [GA3922] and SVQ 3 in Customer Service [GA52 23].

For further information on this resource, please contact the SOLAR support team on solar@sqa.org.uk

Useful links

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