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Scottish Modern Apprenticeship in Customer Service

Customer service is relevant to hundreds of jobs - so it’s great for getting into lots of different industries. Available at levels 2 and 3, this Apprenticeship develops your communication, problem-solving and relationship-building skills, which are all really valuable to employers. A Modern Apprenticeship in customer service also builds your ability to understand customers’ needs and make the right impression.

Scottish Modern Apprenticeship in Customer Service
Level 2
Level 3
  • Details
    Modules
    Features
    • You'll be involved in assistant roles providing support to customers and your team.

      Once you’ve finished your Level 2 Modern Apprenticeship, you'll be able to start dealing with customers in any industry or move onto the Level 3 Apprenticeship.

    • Training for the Level 2 Modern Apprenticeship is based around a combination of mandatory and optional modules. You’ll need to complete seven units in total: two mandatory units, at least one from groups A to D and one more from any group.

      Mandatory:communicate using customer service language; follow the rules to deliver customer service.

      Optional Group A: includes units in communicating effectively with customers, promoting additional services or products.

      Optional Group B: includes units in delivering reliable customer service, recognising diversity and using questioning.

      Optional Group C: includes units in resolving customer service problems and delivering customer service to difficult customers.

      Optional Group D: includes units in developing customer relationships and supporting customer service improvements.

      For more information, please request an information pack.

    • Modern Apprenticeships are work-based qualifications lasting between 9 and 18 months. A Modern Apprenticeship includes:

      • vocational qualification – the practical part which proves understanding of your job role and how to do it effectively. This will be a Scottish Vocational Qualification.
      • core skills – everyday abilities that everyone needs in their work, including communications, ICT, numeracy, working together and problem solving. This will be fitted around what you need for your job.

      To be eligible for a funded Apprenticeship in Scotland, you cannot currently be in full time education.

  • Details
    Modules
    Features
    • You'll take on more responsibility within your team and with customers.

      Once you’ve finished your Level 3 Modern Apprenticeship, you'll be able to transfer your customer service skills to any industry.

    • Training for the Level 3 Modern Apprenticeship is based around a combination of mandatory and optional modules. You’ll need to complete seven units in total: two mandatory units, at least one from groups B to E and one more from any group.

      Mandatory: demonstrate understanding of customer service and demonstrate understanding of the rules that impact on improvements in customer service.

      Optional Group B: includes units in dealing with customers in writing or electronically.

      Optional Group C: includes units in delivering customer service using service partnerships.

      Optional Group D: includes units in monitoring and solving problems.

      Optional Group E: includes units in leading a team to improve customer service.

      For more information, please request an information pack.

    • Modern Apprenticeships are work-based qualifications lasting between 9 and 18 months. A Modern Apprenticeship includes:

      • vocational qualification – the practical part which proves understanding of your job role and how to do it effectively. This will be a Scottish Vocational Qualification.
      • core skills – everyday abilities that everyone needs in their work, including communications, ICT, numeracy, working together and problem solving. This will be fitted around what you need for your job.

      To be eligible for a funded Apprenticeship in Scotland, you cannot currently be in full time education.