Qualifications Available
Level 2 Customer Service Practitioner
The role of a Customer Service Practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
Level 3 Customer Service Specialist
The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of customer service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service, utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many different environments, including contact centres, retail, web chat, service industry or any customer service point.
Level 2 Business Administration
Level 3 Business Administration
Business Administrators have a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This includes small and large businesses alike; from the public sector, private sector and charitable sector. The role may involve working independently or as part of a team and will involve developing, implementing, maintaining and improving administrative services. Business Administrators develop key skills and behaviours to support their own progression towards management responsibilities.
Level 2 Financial Services Customer Adviser
This Apprenticeship has been designed for use in Banks and Building Societies, but may have wider application across Financial Services. Within these organisations there are a number of front line roles that deal with customers on a range of relatively straightforward transactions within a detailed regulatory and risk framework – these may happen in a branch, over the phone, through the internet or be done by an individual in an operations centre that supports other areas of the business. Typical activities could include, depending on the organisation, branch cashier, dealing face to face with customer enquiries in branches, helping them use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving relatively straightforward problems and complaints, proactively contacting customers, identifying sales opportunities and making referrals.
Level 3 Senior Financial Services Customer Adviser
This Apprenticeship has been designed for use in Banks and Building Societies, but may have wider application across Financial Services, including Life Insurers. Within these organisations there are a number of front line roles that deal with customers and require a high level of technical knowledge and skills across a wide range of products – these may happen in a branch, over the phone, through the internet/social media or an operations centre that supports other areas. They may deal with individuals, businesses or a small portfolio of accounts. Typical activities could include, depending on the organisation, understanding customer needs and meeting those needs with the right products and services e.g. type of bank account/credit card/loans/insurances; promoting new digital services to encourage customers to use these channels, proactively calling customers to deepen relationships, resolving tricky complaints, working with other areas of the organisation to meet customer needs. Products within the scope of this role are core banking, savings and insurance. Any mortgage, complex investment or other regulated product opportunities will be referred to specialists.
Level 3 Team Leader Supervisor
A Team Leader/Supervisor is a first line management role, with operational/project responsibilities or responsibility for managing a team to deliver a clearly defined outcome. They provide direction, instructions and guidance to ensure the achievement of set goals. Working in the private, public or third sector and in all sizes of organisation, specific responsibilities will vary, but the knowledge, skills and behaviours needed will be the same whatever the role.
Level 4 Associate Project Manager
Projects can be defined and delivered within different contexts, across diverse industry sectors. They can be large or small. Every project needs to be managed to ensure its success. An Associate Project Manager knows what needs to be achieved, how it will be achieved, how long it will take and how much it will cost, and works with the project team to achieve the required outcomes. Associate Project Managers need good planning, organisation, leadership, management and communication skills. An Associate Project Manager utilises resources with suitable skills, qualifications, experience and knowledge to work together in a motivated and integrated team, with clearly defined reporting lines, roles, responsibilities and authorities. Dependent upon the size of the organisations and the complexity of projects, Associate Project Managers’ job titles will vary, but typically they can include: Assistant Project Manager, Junior Project Manager, Project Team Leader. Some organisations use ‘Project Manager’ as a generic job title.
Level 5 Operations Departmental Manager
An Operations/Departmental Manager is someone who manages teams and/or projects, and achieving operational or departmental goals and objectives, as part of the delivery of the organisations strategy. They are accountable to a more senior manager or business owner. Working in the private, public or third sector and in all sizes of organisation, specific responsibilities and job titles will vary, but the knowledge, skills and behaviours needed will be the same. Key responsibilities may include creating and delivering operational plans, managing projects, leading and managing teams, managing change, financial and resource management, talent management, coaching and mentoring. Roles may include: Operations Manager, Regional Manager, Divisional Manager, Department Manager and Specialist Managers.
Level 2 Customer Service Practitioner With Sales
The role of a Customer Service Practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
Level 3 Customer Service Specialist With Sales
The main purpose of a Customer Service Specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, web chat, service industry or any Customer Service point.
Level 2 Team Leading Framework
Level 5 HR Consultant Partner
This role could be called an HR Consultant or an HR Business Partner in different organisations. Individuals in this role will use their HR expertise to provide and lead the delivery of HR solutions to business challenges, together with tailored advice to the business in a number of HR areas, typically to mid-level and senior managers.
Level 3 Learning & Development Practitioner
L&D Practitioners are typically involved with identifying learning / training needs, designing / sourcing training and learning solutions, delivering and evaluating training, and working with stakeholder / business area managers. The role focus is often on the practical delivery of training. The L&D Practitioner will typically have expertise and competence in their specific field whether it be technical, vocational or behavioural (e.g. use of software, food preparation, working in teams). They link the learning within their area of responsibility to business objectives and performance, understanding the learning cycle and working by it. The role can be more specialist, with a focus on and requiring in-depth expertise in a specific area of L&D such as learning design, e-learning or digital / blended learning. Whichever of these is an area of focus; the L&D Practitioner is future focused, understands the business context / culture and has a good grounding across the whole training and learning cycles.
