SVQ Diploma in Providing Customer Services (SCQF Level 6)

The Diploma in Providing Customer Services at SCQF Level 6 is a practical, work-based qualification designed to develop the skills, knowledge, and behaviours required to deliver high-quality customer service in today's fast-paced service environments.
This course supports learners to build strong communication skills, deliver customer-focused service, and respond effectively to a range of customer needs and expectations. It is ideal for those working in customer-facing roles who are looking to enhance their professional capability and progress within their organisation.

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Qualifications

Upon successful completion, candidates will achieve the following awards;
- Qualification Scotland Diploma in Providing Customer Services at SCQF Level 6

Delivery

This qualification is delivered through work-based learning, allowing learners to complete the award while carrying out their normal job role.


Delivery includes:


  • Workplace assessment integrated into daily responsibilities
  • One-to-one support from a qualified assessor
  • Flexible learning tailored to individual job roles and employer needs

The typical duration is 9-12 months, depending on experience and pace of evidence collection.

Location

Work Based Learning & Scottish Borders Campus, Galashiels

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Entry requirements

There are no formal academic entry requirements; however, learners should:

  • Be working in a customer-facing role
  • Have opportunities to demonstrate customer service skills in the workplace
  • Possess good communication and interpersonal skills

This course is suitable for:

  • Customer service assistants and advisors
  • Retail, hospitality, and public service employees
  • Individuals looking to formalise and enhance their customer service skills

Progression opportunities

Completion of this qualification supports progression into:

  • Senior customer service or supervisory roles
  • Team Leader or first-line management positions
  • Further qualifications such as:
    • Leadership and Management PDAs (SCQF Levels 6-8)
    • SVQs in Management or Business Administration

It also supports career development across a range of service industries.

Application and Interview Process

All applications will be carefully reviewed by the delivery team to confirm that eligibility criteria and entry requirements are met. Admission to the course is based on these checks and will be at the discretion of the centre, supported by the employer.
Successful applicants will be formally enrolled and provided with a confirmed start date to begin their award.

Career Prospects

Customer service skills are essential across a wide range of sectors within the Scottish Borders, including:

  • Retail and hospitality
  • Tourism and visitor services
  • Business administration and contact centres
  • Public services and health sectors

This qualification supports roles such as:

  • Customer Service Advisor
  • Retail Supervisor
  • Front of House or Reception roles
  • Service Team Leader (with experience)

Employers value this qualification as it demonstrates a strong commitment to professionalism, customer care, and service excellence.

Cost

£700.00

Course Content

To achieve the qualification, learners must complete 10 units, including 2 mandatory units and 8 optional units.
Mandatory Units:

  • Provide Customer-Centric Service
  • Developing Meta-skills and Personal Practice

Optional Units (selected across groups):
Delivering Customer Service:

  • Organise the Delivery of Reliable Customer Service
  • Deliver Customer Service to Challenging Customers
  • Monitor and Solve Customer Service Problems
  • Deal with Customers in Writing or Electronically
  • Promote Products or Additional Services
  • Processing Returns, Refunds and Exchanges
  • Using Social Media to Engage with Customers

Improving Customer Service:

  • Monitor the Quality of Customer Service Transactions
  • Gather, Analyse and Interpret Customer Feedback
  • Improve Customer Relationships and Services
  • Work with Others to Improve Customer Service
  • Promote Continuous Improvement

Professional Development:

  • Handling Customer Complaints
  • Monitoring Health, Safety and Security
  • Leading Meetings and Team Activities
  • Supporting Team and Individual Development

Key areas of learning include:

  • Delivering customer-focused service
  • Communication and problem-solving skills
  • Managing challenging situations and complaints
  • Improving service delivery and performance
  • Supporting teamwork and continuous improvement
  • Developing professional behaviours and workplace confidence

The flexible unit structure allows learning to be tailored to the learner's job role and sector.

Questions?

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

01896 66 26 00