Customer Service, Retail and Travel

This apprenticeship contains three incorporated specialist pathways:

• Customer Service

• Retail Service

• Travel Service

Each pathway will provide apprentices with skills and knowledge to become competent in their chosen job role.

The apprenticeships include a balance of technical, business and interpersonal skills areas. These will ensure apprentices have the ideal skills to operate in today’s customer-focused job roles.

SCQF Level 5

At SCQF Level 5, the Customer Service, Retail and Travel apprenticeship supports entry-level customer-centric roles across different sectors.

The Customer Service pathway at Level 5 supports apprentices working in roles such as:

• call centre agent

• customer service advisor

• receptionist

• sales advisor

The Retail Service pathway at Level 5 supports apprentices working in roles such as:

• retail assistant

• customer assistant

• sales advisor

The Travel Service pathway at Level 5 supports apprentices working in roles such as:

• travel advisor

• travel consultant

SCQF Level 6

At Level 6, the Customer Service, Retail and Travel apprenticeship supports a variety of customer service roles across different sectors, including:

• experienced entry-level employees

• existing employees looking to upskill and gain formal qualifications

The Customer Service pathway at Level 6 supports apprentices working in roles such as:

• team leader

• senior

• customer advisor

• call centre agent

• customer service advisor

• receptionist

• sales advisor

The Retail Service pathway at Level 6 supports apprentices working in roles such as:

• senior sales assistant

• retail team leader

• merchandiser

The Travel Service pathway at Level 6 supports apprentices working in roles such as:

• senior travel consultant

• corporate travel consultant

• leisure travel consultant

SCQF Level 5

There are no formal entry requirements at this level. However, apprentices must be employed in a suitable job role to gain the skills, knowledge and experience required to achieve the Modern Apprenticeship in Customer Service, Retail and Travel and the associated SCQF Level 5 qualification.

SCQF Level 6

There are no formal entry requirements at this level. However, apprentices must be employed in a suitable job role to gain the skills, knowledge and experience required to achieve the Modern Apprenticeship in Customer Service, Retail and Travel and the associated SCQF Level 6 qualification.

When the apprentice successfully completes this apprenticeship - including the achievement of competence-based and professional qualifications - there are opportunities for progression in work and further learning.

SCQF Level 5

Successful apprentices may progress to:

• higher level role in the same (or related) discipline

• similar level job in customer focused roles across various industries

• further study at college or university

• Modern Apprenticeships in Customer Service, Retail or Travel at SCQF Level 6

SCQF Level 6

Successful apprentices may progress to:

• higher level role in the same (or related) discipline

• similar level job in customer focused roles across various industries

• further study at college or university

Occupation profile

Please read the Occupation Profile for each pathway of the Customer Service, Retail and Travel Modern Apprenticeship. These give a detailed description of the work situations routinely carried out in this role:

• Occupation Profile - Services (Customer Services) Modern Apprenticeship, SCQF Level 6

• Occupation Profile - Services (Retail Services) Modern Apprenticeship, SCQF Level 6

• Occupation Profile - Services (Travel Services) Modern Apprenticeship, SCQF Level 6