Customer & Contact Centre Apprenticeships

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Synergie Training have partnered with You Train to offer Customer and Contact Centre Apprenticeships in the Highlands and Islands.

 The qualifications on offer are:


*Customer Service – Flyer- (PDF Download)

Customer Service Level 2- (PDF Download)

Customer Service Level 3 – (PDF Download)


 *Contact Centre – Flyer- (PDF Download)

Contact Centre Operations Level 3 – (PDF Download)


*Modern Apprentices will be required to undertake one of the two SVQ pathways, namely Customer Service or Contact Centre Operations. Each apprentice is required to achieve one of the following Qualifications


SVQs in Contact Centre Operations which are intended for people working in a wide variety of job roles within a contact centre.

These people may be working as contact centre operators, contact centre agents, team leaders etc. The skills and knowledge required for these occupations can be grouped into two sets:

Customer service skills covering the way in which operators/agents and team leaders relate to people and understand the organisation’s preferred approach to customers
Specific product and service knowledge and skills relating to what the organisation offers and how its delivery systems work.

The SVQs are designed to be assessed in the workplace. The types of workplace can be varied and while they can also vary in size, it is generally accepted that a contact centre will have a minimum of ten staff directly involved in the customer contact process.

The SVQs in Contact Centre Operations, are aimed at those who work in contact centres and deal with customers over the telephone on a daily basis. The skills covered are relevant to every sector, from utilities and banks to mobile phone companies and travel and tourism. Learners can progress to the level 4 for Contact Centre Professionals, designed for contact centre operation staff and managers. The qualifications are based on a unit value system, so you can choose the units that best match the job role you are training for.


These qualifications are part funded by Skills Development Scotland (SDS) with the funding dependent on age.

  • 16 – 19 years old – Fully Funded
  • 20+ years old – Various level of funding for programmes
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