Certificate Customer Service in the Financial Services Sector SCQF level 6

This qualification enables the learner to demonstrate both underpinning knowledge and performance evidence of competence in customer service in the financial services sector.

Candidates can progress to a range of courses at a higher level, including qualifications in customer service or financial services, allowing centres to retain or build student numbers.

The competence-based units specify the standard of performance an individual must achieve to be deemed competent. Learners undertaking this qualification must be employed in a suitable work role that will allow them to generate the evidence for the Certificate. The evidence demonstrating achievement of the qualification can be assessed within the workplace environment or, where simulation is used, within a realistic working environment.

A key aspect of this qualification is that learners develop meta-skills and that they become aware of the importance of these skills – both in the provision of effective customer service, and for their personal and career development.

The main target audience for this Certificate is those currently employed as apprentices in the financial services sector. However, it is also suitable for a range of people:

• learners who may have just left school
• mature candidates who may have been out of education for some time
• individuals who are currently in employment and who wish to obtain a formal qualification
• employers who wish their employees to obtain a recognised qualification 

Access

No prior qualifications or knowledge are required to undertake this qualification; however, learners must be employed in a suitable position to allow them to generate the evidence for the qualification.

The level 6 award could provide progression to:

• an SVQ in Customer Service, Financial Services or a related area at a higher SCQF level
• employment in a related area

Centres with devolved authority for approval should use their own internal approval process.

Centres without devolved authority are required to come forward for approval and should contact SQA’s Business Development Team for guidance.

Assessors and verifiers must be able to meet SQA’s general requirements for technical/occupational competence as outlined in the Systems and Qualification Approval Guide. The specific delivery requirements are set out in the assessment strategy.

Learners will gather evidence of their performance through normal workplace activity, in line with the requirements of the Certificate. This evidence will be assessed using usual workplace assessment methods, such as the use of portfolios/e-portfolios; observation; examining work products; testimonial evidence from witnesses; personal statements, accreditation of prior learning, etc.

Group Award Code: GT3E 46

The Certificate of Customer Service in the Financial Services Sector at SCQF level 6 consists of five mandatory units.

Unit information for this qualification is available on our Unit search.

Standards

This qualification was developed using a new employer-led approach in which a technical expert group apprenticeship develops an apprenticeship standard and framework and an associated occupation profile based on work undertaken with experienced employees as well as through review of existing occupational standards (such as National Occupational Standards and professional standards). The qualification also aligns to the most current version of Customer Service National Occupational Standards, defined by Instructus, the Sector Skills Body for Customer Service.

The Certificate for Customer Service in the Financial Services Sector SCQF level 6 is a mandatory component of the Modern Apprenticeship in Providing Financial Services.

Plus an introductory professional qualification relevant to the role/sector worked in.

• Information for individuals
• Information for employers

Certificate of Customer Service in the Financial Services Sector at SCQF level 6 Assessment Strategy (319 KB)

• Guidance on assessment of Awards, Certificates and Diplomas in Scotland (478 KB)

• Guidance on Assessment of SVQs (523 KB)

• Candidate Guidance for Awards, Certificates and Diplomas in Scotland (502 KB)
• Candidate blank recording forms (263 KB)

A key aspect of this qualification is that it supports the development of a learner’s meta-skills and their awareness of the importance of these in becoming effective in their current work role, and in supporting continued personal and career development.

Meta-skills sit alongside and complement technical knowledge, skills, and behaviours. As technology, society and the way we work change at an ever-increasing pace, meta-skills are the over-arching and future-focused attributes that enable other skills to be developed through consideration, reflection and implementation.

Meta-skills support improved performance and productivity, greater adaptability and resilience to change. For learners, meta-skills are a critical asset, supporting their ability to cope and excel in the face of change, to solve problems, to collaborate with others and to create successful futures. There are three categories, each with four meta-skills:

• Managing yourself – focus, integrity, adaptability and initiative
• Connecting with others – communication, feeling, collaboration and leadership
• Interacting with change – curiosity, creativity, sense-making and critical thinking

The units in this qualification all signpost meta-skills that are likely to be used in order to evidence achievement of the learning outcomes. In addition, two of the units require that learners reflect on their performance and also that they plan to develop the skills, including meta-skills, to be effective in providing a customer service role in the financial services sector (outcome 4 - Develop Professional Relationships Through Collaboration to Meet Customer Needs and Business Objectives, and outcome 4 - Provide Customer Service in the financial service sector).

This supports the reflection on performance and on skills used or developed that is central to the development of meta-skills.

Further information on the assessment of meta-skills is provided in the assessment strategy for this qualification.