You can choose the qualification that demonstrates the specialist knowledge and skills you have developed, such as:
- Personal image
- Organisational protocol
- Working with others
- Problem solving
- Leading a customer services team.
You will learn on the job in the work environment.
Assessment will also take place in the workplace and will include a portfolio of evidence.
Which Level is right for me?
SCQF Level 4
This qualification aims to give a basic knowledge, understanding and experience of dealing with customers in any environment. It will help you to adopt and maintain behaviours and language appropriate to the provision of good customer service.
SCQF Level 5
Whether you are dealing with internal or external customers, this qualification will help you build on your experience and boost your technical expertise. You will develop a range of essential skills and techniques for dealing with routine and difficult customers, and using language and processes effectively.
SCQF Level 6
Candidates with significant responsibility for the delivery of both internal and external customer service can discover how to use their knowledge and skills to a competitive advantage, and get ready to successfully take on more responsibility. You will be working at a more strategic level and be called on to deliver improvements, using ICT software as appropriate.
SCQF Level 8
Ideal for those required to develop and implement customer service strategies at an operational level. You may not necessarily be responsible for other people within the workplace, but your main role will be to ensure effective processes and practice are in place to achieve and continually improve customer service across an entire team, department or organisation, managing change as necessary. You may implement customer service management software to support the strategy.