Customer Service (SVQ) qualifications and training courses

Last Updated: 04 May 2021

Please be aware that the Level 2, 3 and 4 SVQs 4427-02/03/04 have been replaced by a new qualifications 4427-20/30/40.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 2021 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 The total time for the qualification
Key Stage: Data unavailable This shows the equivalent Key Stage level.
Last Certification: 31/08/2025 This is the last date that a certificate can be issued
Qualification fees in the UK: TBC, please speak to your Account Manager for further information Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

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

Last Registration Date: 31 Aug 2021 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 The total time for the qualification
Key Stage: Data unavailable This shows the equivalent Key Stage level.
Last Certification: 31/08/2025 This is the last date that a certificate can be issued
Qualification fees in the UK: TBC, please speak to your Account Manager for further information Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

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.

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

Last Registration Date: 31 Aug 2021 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 The total time for the qualification
Key Stage: Data unavailable This shows the equivalent Key Stage level.
Last Certification: 31/08/2023 This is the last date that a certificate can be issued
Qualification fees in the UK: TBC, please speak to your Account Manager for further information Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Additional information for centres

LEARNING ASSISTANT IS AVAILABLE FOR THIS QUALIFICATION

Learning Assistant is an innovative and cost effective e-portfolio solution that allows colleges and training providers to dramatically improve the delivery of their vocational qualifications.

Learn more about Learning Assistant >

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 Walled Garden 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.

Customer Service (SVQ) (4427)