Customer Service (SVQ) (4427)

Last Updated: 15 Sep 2016
Please be aware that the Level 2, 3 and 4 SVQs 4427-02/03/04 have been replaced by a new qualifications 4427-20/30/40.

These four SVQs will enable you to polish up your customer service knowledge and skills - no matter where you work. Available at four levels, they will help you to progress from new starter to team leader or manager.
Anyone looking to boost their customer service knowledge and skills. You may be working in a range of organisations, including a hair or beauty salon, a call centre, in retail or in the public sector or national health service.
Available to deliver in the following:
  • Scotland

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

General Information

What Is Involved In Studying This Course?

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.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles in any industry.

What Is Involved With Delivering This Course?

To deliver these qualifications you will need suitably qualified staff to carry out training and assessment.

You will also need suitable facilities to carry out the required training to enable learners to achieve industry standards.

Centres offering the City & Guilds SVQ in Customer Service (4543) have automatic approval to offer this qualification.

To find all the resource requirements for assessment and delivery, download the qualification handbook from the centre documents section.

Anyone can take this qualification, but you must make sure all your learners can access the resources they need to complete it.

A1 Preliminary

SVQ in Customer Service at SCQF Level 6 (4427-30)

Last Registration Date: 31 Aug 2020 Supportive services: Learning Assistant

SVQ in Customer Service at SCQF Level 6

  • Accreditation No: GL7T46 This is a reference number related to UK accreditation framework
  • Type: SVQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2024 This is the last date that a certificate can be issued

SVQ in Customer Service at SCQF Level 8 (4427-40)

Last Registration Date: 31 Aug 2020 Supportive services: Learning Assistant

SVQ in Customer Service at SCQF Level 8

  • Accreditation No: GL7V48 This is a reference number related to UK accreditation framework
  • Type: SVQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2024 This is the last date that a certificate can be issued

SCQF 4

This qualification aims to give 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.

Candidates can choose mandatory units from two pathways covering Customer Service Foundations or Impression and Image.

They then select one unit from each of the two groups of optional units covering:
  • Delivery
  • Handling Problems.

A minimum of five units must be completed.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles in any industry.

SVQ1 in Customer Service at SCQF Level 4 (4427-01)

Last Registration Date: 31 Dec 2015

SVQ1 in Customer Service at SCQF Level 4

  • Accreditation No: GA4F21 This is a reference number related to UK accreditation framework
  • Type: SVQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2017 This is the last date that a certificate can be issued

SCQF 5

This qualification will help you build on your experience dealing with internal or external customers and will boost your technical expertise. You will develop essential skills to deal with difficult customers, using language and processes effectively.

Candidates can choose mandatory units from two pathways covering Customer Service Foundations or Impression and Image.

They then select optional units from three groups covering:

  • Delivery
  • Handling Problems
  • Development and Improvement.

A minimum of seven units must be completed.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles in any industry.

SVQ2 in Customer Service at SCQF Level 5 (4427-02)

Last Registration Date: 31 Aug 2016 Supportive services: Learning Assistant

SVQ2 in Customer Service at SCQF Level 5

  • Accreditation No: GA4G22 This is a reference number related to UK accreditation framework
  • Type: SVQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2018 This is the last date that a certificate can be issued

SVQ in Customer Service at SCQF Level 5 (4427-20)

Last Registration Date: 31 Aug 2020 Supportive services: Learning Assistant

SVQ in Customer Service at SCQF Level 5

  • Accreditation No: GL7R45 This is a reference number related to UK accreditation framework
  • Type: SVQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2022 This is the last date that a certificate can be issued

SCQF 6

This qualification will help you build on your experience dealing with internal or external customers and will boost your technical expertise. You will develop essential skills to deal with difficult customers, using language and processes effectively.

Candidates can choose mandatory units from two pathways covering Customer Service Foundations or Impression and Image.

They then select optional units from three groups covering:

  • Delivery
  • Handling Problems
  • Development and Improvement.

A minimum of seven units must be completed.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles in any industry.

SVQ3 in Customer Service at SCQF Level 6 (4427-03)

Last Registration Date: 31 Aug 2016 Supportive services: Learning Assistant

SVQ3 in Customer Service at SCQF Level 6

  • Accreditation No: GA4H23 This is a reference number related to UK accreditation framework
  • Type: SVQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2020 This is the last date that a certificate can be issued

SCQF 8

This qualification will help you build on your experience dealing with internal or external customers and will boost your technical expertise. You will develop essential skills to deal with difficult customers, using language and processes effectively.

Candidates can choose mandatory units from two pathways covering Customer Service Foundations or Impression and Image.

They then select optional units from three groups covering:

  • Delivery
  • Handling Problems
  • Development and Improvement.

A minimum of seven units must be completed.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles in any industry.

SVQ4 in Customer Service at SCQF Level 8 (4427-04)

Last Registration Date: 31 Aug 2016

SVQ4 in Customer Service at SCQF Level 8

  • Accreditation No: GA4J24 This is a reference number related to UK accreditation framework
  • Type: SVQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: Data unavailable Credits are a measure of the size of the qualification
  • Guided Learning Hours: Data unavailable This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2020 This is the last date that a certificate can be issued

Additional information for centres

Learning Assistant

LEARNING ASSISTANT IS AVAILABLE FOR THIS QUALIFICATION

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Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to WalledGarden.com and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

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To offer this qualification please submit an application and we’ll help you get set up - you can become a City & Guilds qualification provider within 30 days.

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