NPA Customer Service SCQF level 5

This National Progression Award (NPA) covers the skills and knowledge needed for working in the customer service sector.

It develops:

  • practical communication skills — including how to deal with complex customer complaints
  • an understanding of how organisations can measure the effectiveness of customer service
  • knowledge of how to engage with customers using social media
  • employability skills

Customer service impacts on all occupational sectors. Employees working in hotels, retail outlets, travel organisations, beauty therapy, hairdressing, sports centres, local authorities or voluntary organisations all require effective customer service skills and knowledge.

The unit-based structure of this NPA supports flexibility for centres, and provides opportunities to work in partnership with employers.

This qualification is available through schools, colleges and training providers.

This NPA can be delivered as part of general course provision, as a free-standing qualification or as part of a full-time course in conjunction with other NPAs and free-standing units.

Qualification structure

Group award code: GP85 45 (18 SCQF credit points)

SCQF level:  5

This National Progression Award consists of three mandatory units (18 SCQF credit points).

The mandatory units are:

  • Communication Skills for Customer Service (J2GB 45)
  • Social Media for Customer Service (J2GK 45) and
  • Customer Service: Product and Service Requirements (J2GE 45)

See the group award specification (465 KB) for more information on these mandatory units.

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How to assess

Assessment will be a combination of practical and knowledge-based assessments under open-book conditions. See the assessment and evidence requirements for each unit.

Assessment support packs will be available for these units.

Deliver this qualification

Already an approved centre?

The three units making up each NPA are mandatory and all are auto approved, so a streamlined approval process has been developed.  

Schools/Colleges who hold auto approval wishing to deliver any of the above NPAs should complete SECTIONS 1-6 ONLY of the Qualification Approval form. You can find the qualification approval form for all National Qualifications on SQA Connect. 

Guidance for centres who want to offer National Progression Awards (NPAs) (236 KB)

Why study this qualification

This NPA in Customer Service is designed for a wide range of learners, including:

  • learners who are at school or who have just left school
  • mature candidates who wish to develop or update their customer service skills
  • employees who want to develop their careers

Customer service impacts on many areas of work. If you work in a hotel, shop, travel agent, hairdressing or beauty salon, sports centre or local authority you will need effective customer service skills and knowledge.

During this NPA in Customer Service, you will gain skills in engaging with customers, both face-to-face and through social media, and an understanding of the product and service requirements essential to customer care.

You will also develop an understanding of the importance of clear communication with customers, of how organisations can measure the effectiveness of customer service and of how an organisation attracts new customers and builds relationships with existing customers.

Employment and progression

You could use this National Progression Award to enhance your employment opportunities, or apply your skills to further study.

Qualification structure

Group award code: GP85 45 (18 SCQF credit points)

SCQF level:  5

This National Progression Award consists of three mandatory units (18 SCQF credit points).

The mandatory units are:

  • Communication Skills for Customer Service (J2GB 45)
  • Social Media for Customer Service (J2GK 45) and
  • Customer Service: Product and Service Requirements (J2GE 45)

See the group award specification (465 KB) for more information on these mandatory units.

Unit search