Customer Service Skills SCQF 5 SVQ2

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.

These work based programmes allow candidates to demonstrate competence in job-related skills in their 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 them to gather the required evidence. No prior qualifications or knowledge are required to undertake this qualification.  However, achievement of SVQ Customer Service Skills at SCQF 4, or experience/knowledge in a customer facing role would be an advantage.

Candidates will study 2 mandatory units and 5 optional units. Candidates will chose in consultation with their line manager and Assessor to ensure these are a good match to the work they carry out/could carry out and are in line with both the candidate and organisations needs. Mandatory units are:

  • Communicate in a customer service environment
  • Deliver customer service within the rules

The 5 optional units will be selected in relation to your role. These include topics such as dealing with challenging customers, supporting customers online, telephone technique, and processing customer information.  


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.  There are a number of units where simulated activity is permitted to allow 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


Please contact for further information on fees and funding and how to apply.

What can I do on completion of my course?

Learners can progress to a range of qualifications including continuing on to the Customer Service SCQF 6 that we offer. 

Is there more information available online?

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We are delighted that you are thinking about studying at UHI West Highland. UHI West Highland 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.