PDA Customer Service within a Public Sector Organisation (GA7V 48)

Welcome to the Professional Development Award (PDA) for Customer Service within a Public Sector Organisation at SCQF level 8.

The rationale for this proposed new PDA in Customer Service within a Public Sector Organisation at SCQF Level 8 is fundamentally to contribute to raising the quality of customer service provision by Scottish local government. It is seen as a vital part of a programme led by the Improvement Service in Scottish local government and in partnership with all councils in Scotland. This programme in turn derives from two key, strategic objectives in relation to workforce planning and development identified by CoSLA, the umbrella organisation for Scottish local government. They are:

  • to elevate Scottish Local Government as an employer of choice
  • to enable Scottish Local Government’s workforce to add value and provide competitive advantage in the delivery of excellent, sustainable services to Scotland’s communities.

Consultation via COSLA was carried out with all the Councils in Scotland to ensure demand was sufficient for this award. Analaysis from the consultation highlighted a strong demand for this award, not only does it give a progression route from the Customer Service Professional Certificate at SCQF level 6 it also allows candidates to undertake a SCQF level 8 qualification.

Structure of the Group Award

The structure of the PDA in Customer Service within a Public Sector Organisation at SCQF Level 8 consists of 4 mandatory Units as follows:

Unit Code Unit Title SQA Credit Value SCQF Credit Points SCQF Level
FE6W 35

Applying the Principles of Customer Service within a Public Sector Organisation

1 8 8
FE6X 35

Implementing Best Practice in Customer Complaint Handling within a Public Sector Organisation

1 8 8
FE6V 35

Promoting Excellent Customer Service within a Public Sector Organisation

1 8 8
FG5P 35

Customer Service within a Public Sector Organisation: Graded Unit 1

1 8 8
Total   4 32  

The PDA in Customer Service within a Public Sector Organisation at SCQF Level 8 will be awarded to candidates who achieve a total of 32 SCQF points at SCQF Level 8. These will come from successful completion of the 4 mandatory Units in the award.

For further details on the PDA in Customer Service within a Public Sector Organisation please follow the link below: