In an increasingly service-led economy, customer demand for better and more individualised service is set to continue to increase. This qualification helps employees working in contact centres, customer service or customer relations role. It is aimed at employees with little or no experience, or those looking to progress to roles with more responsibility.
To achieve this qualification, candidates must complete 2 mandatory units plus 5 optional units with a minimum of 1 unit from Optional Groups B, C, D and E. Â 1 further unit must be selected from any of the optional unit groups.
Full details of the qualification can be found on the SQA or EAL Website as appropriate using the following link :
Full details of the Modern Apprenticeship framework can be found on the Skills Development Scotland Website using this link :
| Qualification | SVQ |
| SVQ Level | 2 |
| SCQF Level | 5 |
| Course Code | GLOF 22 |
Mandatory Units
Candidates must complete the following 2 Units:
| H9YW 04 | 4 SCQF Credits | Communicate in a customer service environment |
| H9YX 04 | 4 SCQF Credits | Deliver customer service within the rules |
Optional Units
Group B:
| H9XJ 04 | 5 SCQF Credits | Communicate effectively with customers |
| H9XK 04 | 5 SCQF Credits | Give customers a positive impression of yourself and your organisation |
| H9XL 04 | 6 SCQF Credits | Promote additional services or products to customers |
| FE25 04 | 5 SCQF Credits | Process information about customers |
| H9XM 04 | 6 SCQF Credits | Live up to the brand promise when delivering customer service |
| H9XN 04 | 6 SCQF Credits | Make customer service personal |
| H9XP 04 | 6 SCQF Credits | Go the extra mile in customer service |
| H9XR 04 | 5 SCQF Credits | Deal with customers face to face |
| H9XT 04 | 5 SCQF Credits | Deal with incoming telephone calls from customers |
| H9XV 04 | 6 SCQF Credits | Make telephone calls to customers |
| H9Y0 04 | 3 SCQF Credits | Deal with customers using a social media platform |
Optional Units
Group C:
| FE1V 04 | 5 SCQF Credits | Deliver reliable customer service |
| FE1W 04 | 5 SCQF Credits | Deliver customer service on your customer’s premises |
| FE1X 04 | 5 SCQF Credits | Recognise diversity when delivering customer service |
| F943 04 | 8 SCQF Credits | Deal with customers across a language divide |
| H9Y1 04 | 4 SCQF Credits | Use questioning techniques when delivering customer service |
| H9Y2 04 | 5 SCQF Credits | Deal with customers using bespoke software |
| H9Y3 04 | 4 SCQF Credits | Maintain customer service through effective handover |
| H9Y9 04 | 3 SCQF Credits | Deliver customer service in an environmentally friendly and sustainable way |
Optional Units
Group D:
| H9YD 04 | 6 SCQF Credits | Resolve customer service problems |
| H9YE 04 | 6 SCQF Credits | Deliver customer service to challenging customers |
| H9YF 04 | 6 SCQF Credits | Monitor and solve customer service problems |
| FE2F 04 | 10 SCQF Credits | Apply risk assessment to customer services |
| H9YG 04 | 6 SCQF Credits | Process customer service complaints |
Optional Units
Group E:
| H9YJ 04 | 6 SCQF Credits | Develop customer relationships |
| FE2J 04 | 5 SCQF Credits | Support customer service improvements |
| FE2K 04 | 6 SCQF Credits | Develop personal performance through delivering customer service |
| H9KY 04 | 5 SCQF Credits | Support customers using on-line customer services |
| FE2M 04 | 5 SCQF Credits | Buddy a colleague to develop their customer service skills |
| H9YL 04 | 6 SCQF Credits | Develop your own customer service skills through individual learning |
| FE2P 04 | 5 SCQF Credits | Support customers using self-service technology |