Build confidence, gain qualifications, and make every customer count.
Customer Service Modern Apprenticeships
Develop the skills to deliver excellent customer experiences, build confidence, and gain a qualification while you work
Why undertake an apprenticeship in Customer Service?
The Modern Apprenticeship in Customer Service develops competence in customer-facing roles across retail, travel, and service industries. Apprentices gain practical skills in communication, problem-solving, and delivering high-quality service. Framework are available at SCQF Levels 6, typically lasting 12–18 months.
Why undertake an apprenticeship in Customer Service?
Earn while you learn
Apprenticeships combine paid employment with structured training. You’ll gain hands-on experience while working toward a nationally recognised qualification.
Transferable skills
Customer service expertise is valued in retail, hospitality, finance, healthcare, logistics, and digital sectors
Career progression
Apprenticeships can lead to supervisory, management, or specialist service roles.
Future-proof training
Digital customer service skills prepare learners for evolving online and hybrid service models.
Who can undertake this apprenticeship?
The Modern Apprenticeship in Customer Service is designed for anyone in Scotland who wants to build a career in customer-facing roles—whether you’re just leaving school, switching careers, or already employed and looking to upskill. It’s open to people of all ages and backgrounds, with pathways tailored to roles in call centres, retail, hospitality, administration, and client support. Employers can use it to train new recruits or develop existing staff, making it a flexible and inclusive route into one of the country’s most vital service sectors.
How is the apprenticeship delivered?
As with all our apprenticeship delivery we provide a range of flexible learning methods which we tailor to suit the needs of the employer and the employee-candidate. This may involve one or a hybrid approach of observations in the workplace, access to online learning, attending face to face courses and collating a portfolio of evidence
Which apprenticeships are available?
Customer Service apprenticeships are available at SCQF Level 6. This framework develops strong communication and problem‑solving skills for customer‑facing roles. Learners can progress from advisor positions into supervisory and team leader roles, with tutors guiding the best pathway for career growth.
Customer Service Modern Apprenticeship at SCQF Level 6
The Customer Service Modern Apprenticeship at SCQF Level 6 is designed for learners who want to develop advanced skills in delivering excellent service across a wide range of industries. Apprentices gain practical experience in real workplace settings, handling customer enquiries, resolving issues, managing information, and supporting service improvements. Alongside these technical tasks, the programme builds core skills in communication, problem‑solving, and teamwork, as well as meta‑skills such as confidence, adaptability, and professionalism. Learners are supported by their employer and training provider throughout, working toward a nationally recognised qualification that prepares them for roles such as customer service supervisor, client support officer, or team leader, with clear progression into management and specialist service positions.
