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Skills CFA

New Customer Service Modern Apprenticeships in Scotland

Wednesday, 10 July 2013
By: Skills CFA

The new Modern Apprenticeships at Levels 2 and 3 in customer service are now available for Scottish training providers to boost access to jobs in customer service.

Employers and employees registering onto Customer Service modern apprenticeships will use these new frameworks. This means that  training providers must send all of their registrations and certification requests to Skills CFA.

The frameworks were approved by the Modern Apprenticeship Group on 20 June 2013 and have been designed to include separate pathways for Contact Centre qualifications.

This new initiative enables learners to choose between working in a Customer Service or a Contact Centre environment and employers now have the opportunity to select the most appropriate frameworks for their staff and their organisation.

As the new Customer Service Frameworks are now fully operational it is very important to note the following:

New Frameworks

  • all new candidates from 20 June 2013 onwards must register and use the new frameworks
  • requests for registration and certification of MA candidates on the new Customer Service MAs should now always be forwarded to us under the new Skills CFA frameworks

Old Frameworks

  • apprentices who are currently on the old frameworks can still complete their apprenticeship and be awarded a certificate

If you have any queries, please contact This email address is being protected from spambots. You need JavaScript enabled to view it. or call 020 7091 9620.


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