Diploma Providing Customer Services SCQF level 6
Awards, Certificates and Diplomas derived from the New Model Apprenticeship (NMA) process recognise competence in job-related skills and are based on standards called work situations.
This Diploma covers areas such as providing customer centric service and developing meta-skills and personal practice.
Customer service impacts on all occupational sectors. Employees working in hotels, retail outlets, travel organisations, beauty therapy, hairdressing, sports centres, local authorities and voluntary organisations all require effective customer service skills and knowledge.
The Skills Development Scotland (SDS) Occupational Profile may be of use here (if published and available) as part of an SDS employer-led programme, which may either form part of an apprenticeship or a stand-alone qualification.
This qualification is available through employers and training providers.
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Why deliver this qualification
Learners will gain a nationally recognised competence-based qualification that guarantees that they have the skills, knowledge and abilities required to carry out their role successfully. Employers will also benefit from their employees being proficient.
Assessment is carried out in the workplace. This minimises any time learners need to be away from their work.
This qualification is competence-based and must be offered within a workplace environment. It can be assessed within a workplace environment or, where simulation is permitted, within a realistic working environment.
Who does this qualification suit
This Diploma is suitable for:
- learners who may have just left school
- individuals who are currently in employment and who wish to obtain a formal qualification or a qualification as part of an apprenticeship programme
- employees who wish to complete short continuing professional development courses
Access
Entry is at the discretion of the centre.
Candidates should be in a job or placement where they are carrying out relevant tasks and responsibilities which allow them to gather the required evidence.
No prior qualifications or knowledge are required to undertake this qualification.
Progression
The level 6 award could provide progression to:
- an Award, Certificate or Diploma in a related sector
- employment in the services sector, perhaps as a customer relations officer
Approval
Centres with devolved authority for approval should use their own internal approval process.
Centres without devolved authority must come apply 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 and occupational competence as outlined in the Systems and Qualification Approval Guide. The specific delivery requirements are set out in the assessment strategy.
How to assess
Learners will gather evidence of their performance through normal workplace activity, in line with the requirements of the diploma. This evidence will be assessed using usual workplace assessment methods, such as the use of portfolios or e-portfolios, observation, examining work products, testimonial evidence from witnesses, personal statements, and accreditation of prior learning.
For general information, please refer to the document Information for Assessment of Awards, Certificates and Diplomas Delivered in Scotland. For detailed guidance on how to assess this particular Diploma, please refer to the assessment strategy.
Where can you take this course?
Qualification content and delivery tools
Information about the qualification(s)
Qualification Structure
Group award code: GV60 46
The Diploma in Providing Customer Services at SCQF level 6 (58 KB) consists of 2 mandatory units and 8 optional units.
Unit information for this qualification is available through our Unit Search.
Meta-skills
Meta-skills are transferable behaviours and abilities that help learners adapt and succeed in life, study and work. They complement technical knowledge, skills and behaviours.
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.
This qualification includes a discrete meta-skills unit, within which all specified evidence can be gathered.
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
Further information on the assessment of meta-skills development is provided in the assessment strategy for this qualification.