Modern Apprenticeship in Customer Service at SCQF Level 5

Designed for candidates who are currently employed in a customer service role such as a customer service assistant, sales advisor or helpdesk operative. Delivered online through an e-portfolio system the Modern Apprenticeship in Customer Service is a great way to gain a recognised qualification while working and earning.

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Upon successful completion of this Modern Apprenticeship, candidates will achieve the following outcomes:

  • SVQ in Customer Service at SCQF Level 5
  • Core Skills at SCQF Level 4


Our Modern Apprenticeships are delivered online through an e-portfolio system. Your assessor will have regular meetings with you to guide you through the creation of your portfolio which will allow you to demonstrate your competence in the workplace. Assessors can also carry out observations on site.

You will also be able to visit Borders College campuses to study and access library services.

Candidates will have 7-8 months to complete their qualification. We work with people individually therefore start dates are negotiable.


Online - Whether you are based in Hawick, Glasgow, or Fort William, you can do this course from anywhere in Scotland!!!

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Entry requirements

Candidates must be employed in a customer service role and working at least 16 hours a week to obtain enough evidence.

No prior qualifications are required to undertake this course, although experience in/knowledge of the subject would be an advantage.

Progression opportunities

Candidates can progress to a higher-level Modern Apprenticeship, higher education in college or university or undertake a relevant short course to further develop in their career. Please contact the Department of Enterprise and Business Innovation on 01450 361030 or enquire using the link above to find out more about what's available.

Course Content

This course comprises of 2 mandatory units and 5 optional units.

The mandatory units cover the following areas:

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

Optional units can cover a range of subjects based on the setting that the candidate works in and their responsibilities.


Get in touch for further information, we’re here to help.

01896 66 26 00