Apprenticeships are planned programmes of training, learning and assessment aimed at young people.
This government-led initiative is primarily aimed at 16 to 25-year-olds, although if you’re over 25 and live in certain parts of the country you might still be able to get funding. There’s also funding available to help employers deliver apprenticeships. If you’re an employer in Scotland, contact your Local Enterprise Companies (LEC) to find out about funding for apprenticeships.
We’ve designed frameworks for apprenticeships in customer service to provide structured programmes of development for young people wanting to start a career in customer service.
We’ve put the frameworks together carefully to make sure people get the knowledge and skills they need to work in customer service. That’s why there’s a thorough process of support and personal development throughout the apprenticeship, and recognised achievement at the end.
Scottish Modern Apprenticeship in customer service
Following the introduction of the new NVQs/SVQs in August 2006, ICS carried out an extensive consultation of the Scottish Modern Apprenticeship in Customer Service. The revised Modern Apprenticeship in Customer Service was then submitted and approved by the Modern Apprenticeship Group (MAG) on 17 July 2007.
The implementation date for the revised Framework is 1 April 2008. All Scottish Modern Apprentices in Customer Service must be registered on the Revised Framework (2007) on and from 1 April 2008.
A flowchart showing the Revised Framework for the Scottish Modern Apprenticeship in Customer Service can be downloaded here. This flowchart shows the processes involved including those components that have to be achieved before a Modern Apprentice Completion Certificate can be issued by ICS.
The full Framework details can be downloaded here.
All organisations (including currently registered organisations) who wish to offer the revised Scottish Modern Apprenticeships in Customer Service from 1 April 2008 must register their organisation as a Modern Apprenticeship Centre (MAC) by 1 April 2008. A MAC Approval form is available to download here; please remember your approval must be in place before 1 April 2008 if you wish to register Apprentices from that date.
Once an approved organisation begins to offer the Apprenticeships, each Apprentice must be registered with ICS. As each Apprentice completes the framework he/she will be issued with a MA Completion Certificate by submitting an Apprentice Certificate Application Form and associated evidence.
All documentation for the revised Modern Apprenticeship can be downloaded below:
A list of Awarding Bodies offering the Customer Service NVQs/SVQs is shown here.
The OLD Certificate Application Form can be used for Modern Apprentices completing the current framework and registered on the Framework before 1 April 2008.
The NEW Certificate Application Form must be used for those registered on the new (2007) Apprenticeship on and after 1 April 2008.
The current/old Apprentice Registration form is available to download here and can continue to be used until 31 March 2008.
To help with understanding some of the language and terms used in the National Occupational Standards, qualifications and apprenticeships, please use the ICS Glossary of Customer Service Terms.