The Diploma in Providing Customer Services at SCQF 5 & 6 provides employees working in a customer service position with a qualification that demonstrates they possess the skills and knowledge to carry out their role to a professional standard.
In addition, it confirms to the employee that they have a range of flexible skills backed up by a nationally recognised vocational qualification.
The assessment criteria allow the candidate to demonstrate their skills and competencies by reflecting on tasks they have completed in their job. The knowledge and understanding section in each unit enables the candidate to show they understand the skills they are performing.
The Level 5 diploma is made up of a wide range of units that include providing customer service, working as a team, developing meta skills and personal practice, developing customer relationships and various other optional units that can be selected related to the employee job responsibilities.
The Level 6 diploma is made up of a wide range of units that include providing customer centric service, developing meta-skills and personal practice, organise the delivery of customer service, monitor and solve customer problems, work with others to improve the customer relationship and various other optional units that can be selected related to the employee job responsibilities.
The apprenticeship is great for employers, helping businesses build a stronger, more confident workforce equipped with greater skills. The apprenticeship helps employees build confidence and adds value to their organisation.
The employee should be in a job role where they are carrying out tasks and have responsibilities that enable them to gather evidence to meet the unit requirements. There is no need for the employee to have previously achieved a formal qualification to complete the qualification.
This qualification is for those who are currently working in a customer service position and would like to certify their competence in customer service skills.
The candidate will develop their skills and knowledge in the workplace, it will take a minimum of 12 months to complete. There will be no final tests or assessments required as the assessment is ongoing throughout the duration of the qualification.
The candidate will meet with an assessor every 3 to 4 weeks and the assessor will provide guidance and support to help the candidate build up a portfolio of evidence. This will be on an online e-portfolio system and can be accessed remotely as well as in the workplace. The assessor visits will be planned and may be a combination of virtual and face to face. Various methods of assessment will be used including observation, questioning, candidate statements, discussion, witness testimony and work product evidence. The assessor will provide guidance, and progress will be reviewed at each visit.