Customer Service Skills SCQF 6 SVQ3

What is special about this course?

This is a flexible work-based learning course so you can achieve qualifications without leaving the workplace. There is no day release as our assessors visit you. You can progress your career and open up promotion possibilities.

This work based programme allows you to demonstrate competence in job-related skills in your particular area of work and expertise. They are suitable for a wide range of large and small customer facing organisations; for example:

  • hotels
  • bed & breakfasts
  • visitor attractions
  • museums
  • retail stores
  • call centres
  • supermarkets
  • customer facing organisations in the voluntary sector

Entry requirements

Candidates must be in a job or placement where they are carrying out relevant tasks and responsibilities, which allow then to gather the required evidence. No prior qualifications are required to undertake this qualification, although experience or relevant qualifications in customer service, eg SVQ Customer Service Skills at SCQF level 5, would be an advantage.

You will study 2 mandatory units and 5 optional units chosen in consultation with your line manager and Assessor to ensure these are a good match to the work you carry out/could carry out and that the units are in line with your needs and your organisation's needs. 

Mandatory units are:

  • Show understanding of customer service
  • Show understanding of the rules that impact on improvements in customer service

The 5 optional units will be selected in relation to your role. These include topics such as building a customer service knowledge base, improving the customer relationship, solving customer service problems and leading a team to improve customer service.

How will I study my course?

  • Part Time
  • Flexible
  • Work based

Flexible work-based learning. An assessor will visit your workplace.

How long will my course last?

12 Months

How will I be assessed?

    Students will be assessed by way of uploaded evidence to an e-portfolio, and assessor observations. Both qualifications have a number of units where simulated activity is permitted allowing assessors and candidates to be less reliant on the right type of situation cropping up during Assessor visits to cover all criteria.

Where can I study my course?

    • Work Based

Start date

Flexible start dates to suit you and your employer.


Most students have their course fees paid as this is a full time course. Please read our Fees & Funding information pages for more information regarding residency, previous study and bursary rates. Please contact if you have any further questions.

Rest of UK students : For students normally domiciled in the rest of the UK (England, Wales and N. Ireland, including Channel Islands and the Isle of Man), with a term-time address in Scotland, studying full time, the course fee is £5,800.

Some of our courses require students to have essential equipment/clothing.

If you are under 18, you are entitled to have essential equipment paid for whether you are entitled to Education Maintenance Allowance (EMA) or not. However you must complete an application even if you know that you're not entitled to EMA.

If you are 18 and over and are eligible for a bursary, these costs will be met through your bursary. If you are not eligible for a bursary, you will need to fund these items yourself.

What can I do on completion of my course?

Learners can progress to a range of qualifications including other Customer Service qualifications at higher SCQF levels or related awards.

Is there more information available online?

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We are delighted that you are thinking about studying at West Highland College UHI. West Highland College operates a fair and open admissions system committed to equality of opportunity and non-discrimination. We consider all applications on merit and on the basis of ability to achieve, without discrimination on grounds of age, disability, gender identity, marriage and civil partnership, pregnancy and maternity status, race, religion and/or belief, sex, sexual orientation or socio-economic background. We welcome applications from all prospective students and aim to provide appropriate and efficient services to students with disabilities.