SVQ Diploma in Providing Customer Services (SCQF Level 5)

Develop the essential skills to deliver high-quality customer service in a wide range of industries with this Diploma in Providing Customer Services at SCQF Level 5. This course is ideal for individuals looking to build confidence, improve communication, and understand how to meet and exceed customer expectations in today's service-focused economy.
Whether you are starting your career or enhancing your existing skills, this qualification will provide practical knowledge and hands-on experience in key areas such as customer interaction, teamwork, problem-solving, and business awareness.

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Qualifications

Upon successful completion, learners will achieve;
Diploma in Providing Customer Services at SCQF Level 5

Delivery

This course is typically delivered through a blend of classroom-based learning and practical, work-related activities. Delivery is flexible to support a range of learners and may include:

Face-to-face teaching
Work-based learning opportunities
Supported independent study

Duration will vary depending on delivery model and learner needs.

Location

Workbased Learning

&

Scottish Borders Campus

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Entry requirements

There are no formal entry requirements for this course, making it accessible to a wide range of learners. It is suitable for those already in employment wishing to develop their customer service skills

A positive attitude, willingness to learn, and basic communication skills are recommended.

Progression opportunities

On successful completion, learners may progress to:

  • SCQF Level 6 Customer Service or Business-related qualifications
  • Modern Apprenticeships in Customer Service, Retail, or Business Administration
  • Employment in customer-facing roles across sectors such as retail, hospitality, public services, and call centres

Application and Interview Process

Applications will be reviewed by the curriculum team, and candidates may be invited to attend an informal interview. This helps confirm suitability for the course and gives applicants the opportunity to discuss their goals.

Career Prospects

This qualification supports entry into a wide range of roles where customer interaction is key. Opportunities in the Scottish Borders and beyond include:

  • Customer Service Assistant
  • Retail Assistant
  • Receptionist
  • Contact Centre Advisor
  • Hospitality Team Member

Employers across sectors increasingly value strong customer service skills, making this qualification a valuable step toward sustainable employment.

Cost

£600.00

Course Content

The course covers essential knowledge and skills required for effective customer service delivery.

Mandatory Units

  • Providing Customer Service
  • Working as Part of a Team
  • Developing Meta-skills and Personal Practice

Optional Units (examples)
Learners will complete five additional units, which may include:

  • Creating and maintaining customer records
  • Providing customer-focused information and advice
  • Promoting products and services
  • Processing customer feedback
  • Selling products and services
  • Using social media to engage customers
  • Providing reception services
  • Processing payments, returns, and exchanges
  • Developing customer relationships
  • Stock control and workplace organisation
  • Health, safety and sustainability in the workplace

This flexible structure allows the course to be tailored to learner interests and career goals while ensuring a strong foundation in customer service.

Questions?

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

01896 66 26 00