Business Admin & Customer Service Apprenticeship Frameworks
Upcoming SlideShare
Loading in...5
×
 

Business Admin & Customer Service Apprenticeship Frameworks

on

  • 417 views

Business Impact UK Ltd are experts in delivering Business Admin & Customer Service Apprenticeships nationwide. ...

Business Impact UK Ltd are experts in delivering Business Admin & Customer Service Apprenticeships nationwide.
This mini portfolio outlines the apprenticeship frameworks we deliver in these areas.
If you are interested in taking on an Apprentice in this area or have current staff you'd like to develop please contact Gemma on 0800 9778566 or email apprenticeships@businessimpactuk.com

Statistics

Views

Total Views
417
Views on SlideShare
417
Embed Views
0

Actions

Likes
0
Downloads
5
Comments
0

0 Embeds 0

No embeds

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Business Admin & Customer Service Apprenticeship Frameworks Business Admin & Customer Service Apprenticeship Frameworks Document Transcript

    • BusinessAdministration &Customer Service Apprenticeship Frameworks Experts in Training NationwideApprenticeships | Commercial | NVQs
    • CONTENTSApprenticeships: • Intermediate Apprenticeship in Business & Administration • Advanced Apprenticeship in Business & Administration • Intermediate Apprenticeship in Customer Service • Advanced Apprenticeship in Customer Service www.businessimpactuk.com
    • How do we typically deliver the Apprenticeship Framework?Week 1 • Induction & Initial DiagnosticWeeks 2 – 13 • ERR (Employer Rights & Responsibilities) completion and commencement of Functional Skills and Personal Learning & Thinking Skills (PLTS)Weeks 14 – 24 • Complete Functional Skills online / paper based assessment to confirm competency • Introduce BTEC learning materials and assessment of Diploma / CertificateWeeks 23 – 34 • Completion of BTEC / Knowledge Based Certificate completed and Diploma / Certificate Level 2Week 36 • Completion of Apprenticeship programme “Experts in Training Nationwide”
    • What are Personal Learning & Thinking Skills (PLTS)?Personal Learning & Thinking Skills is a group of six skills titled; Independent Enquirers,Creative Thinkers, Reflective Learners, Team Workers, Self Managers and EffectiveParticipators. The framework captures the essential skills of: managing self, managingrelationships with others; and managing own learning, performance and work. These skillswill be especially beneficial to young people to enter the workplace and their adult life asconfident capable individuals. How are the Apprenticeships Delivered / Assessed?Assessment is conducted by a qualified Assessor with a wealth of experience andoccupational competence in the area of learning. There are many ways a learner’sindividual competence can be assessed including: • Observation • Product Evidence (naturally occurring in the workplace) • Questioning • Guided DiscussionAll assessments take place on the job and the learners will require an agreed amount ofhours both on & off the job to successfully complete all elements of the framework. What funding is available? • Full funding is available for all 16 – 18 year olds • Co-funding is available for 19+ with an employer contribution www.businessimpactuk.com
    • Intermediate Apprenticeship in Business& AdministrationThis is a 9 month programme and all elements must becompleted in order to achieve an Apprenticeship in Business & Framework:Administration.This Apprenticeship is designed for people working within theBusiness and Administrative sector and is suitable for those • Level 2 NVQ Certificate inworking as Administrators, Office Junior’s and Receptionists. Business & AdministrationBelow are some of the areas that could be covered as part of • Level 2 Certificate inthe framework. principles of Business & Administration • Communicating in a business environment • Solving business problems Additional Mandatory • Delivering, monitoring & evaluating customer service to Framework Requirements: external and internal customers • Providing reception services • Functional Skills in Maths, • Producing documents in a business environment English & IT • Handling mail • PLTSFunctional Skills are transferrable skills which are valued byemployers and which give individuals the necessary skills • Employment Rights &required in the workplace. They provide a base from which an Responsibilitiesindividual can develop other employability skills. FunctionalSkills are tools that enable people to: • Apply their knowledge and understanding in everyday life • Engage competently and confidently with others • Solve problems in both familiar and unfamiliar situationsThe Knowledge Based Certificate provides individuals withthe underpinning knowledge required to carry out their roleeffectively. It contains information on: • Understanding the business environment • Working in a business environmentKnowledge is confirmed through completion of an on-lineassessment.Employment Rights & Responsibilities workbook providesindividuals with information about their organisation such as: • Contracts of employment • Policies & Procedures • Equality & Diversity • Data Protection • General Sources of Information & Advice “Experts in Training Nationwide”
    • Advanced Apprenticeship in Business& AdministrationThis is a 12 month programme and all elements must becompleted in order to achieve an Apprenticeship in Business & Framework:Administration. • Level 3 Diploma inThis Apprenticeship is designed for people working within the Business & AdministrationBusiness and Administrative sector and is suitable for thoseworking as Administration Officers, Team Leaders, Personal • Level 3 Certificate inAssistants or Secretaries. principles of Business & AdministrationBelow are some of the areas that could be covered as part ofthe framework. Additional Mandatory • Dealing with internal and external correspondence Framework Requirements: • Producing documents • Managing resources • Functional Skills in Maths, • Managing information English & IT • Managing administration systems • Developing presentations • PLTS • Managing diaries • Employment Rights & ResponsibilitiesFunctional Skills are transferrable skills which are valued by •employers and which give individuals the necessary skillsrequired in the workplace. They provide a base from which anindividual can develop other employability skills. FunctionalSkills are tools that enable people to:The Knowledge Based Certificate provides individuals withthe underpinning knowledge required to carry out their roleeffectively.Knowledge is confirmed through completion of an on-lineassessment.Employment Rights & Responsibilities workbook providesindividuals with information about their organisation such as: • Contracts of employment • Policies & Procedures • Equality & Diversity • Data Protection • General Sources of Information & Advice www.businessimpactuk.com
    • Intermediate Apprenticeship inCustomer ServiceThis is a 9 month programme and all elements must becompleted in order to achieve an Apprenticeship in Customer Framework:Service. • Level 2 NVQ Certificate inThis Apprenticeship is designed for people working within the Customer ServiceCustomer Service sector and is suitable for those working asCustomer Service Trainee’s/Representatives, plus any other job • Level 2 Certificate inroles in which customer service skills would be an advantage. Customer ServiceBelow are some of the areas that could be covered as part ofthe framework. Additional Mandatory Framework Requirements: • Communicating with customers effectively • Resolving customer service problems • Functional Skills in Maths, • Improving customer relations English & IT • Promoting products and services • Keeping records • PLTS • Gathering customer feedback • Working in a team • Employment Rights & ResponsibilitiesFunctional Skills are transferrable skills that are valued byemployers as they feel GCSE’s are not giving individuals thenecessary skills they require in the workplace. They provide abase from which an individual can develop other employabilityskills. Functional Skills are tools that enable people to: • Apply their knowledge and understanding in everyday life • Engage competently and confidently with others • Solve problems in both familiar and unfamiliar situationsThe Knowledge Based Certificate provides individuals withthe underpinning knowledge required to carry out their roleeffectively.Knowledge is confirmed through completion of an on-lineassessment.Employment Rights & Responsibilities workbook providesindividuals with information about their organisation such as: • Contracts of employment • Policies & Procedures • Equality & Diversity • Data Protection • General Sources of Information & AdviceThis qualification is also available at Level 3 (AdvancedApprenticeship) “Experts in Training Nationwide”
    • Advanced Apprenticeship inCustomer Service This is a 9 month programme and all elements must be completed in order to achieve an Apprenticeship in Customer Service. Framework: This Apprenticeship is designed for people working within the • Level 3 NVQ Diploma in Customer Service sector and is suitable for those working as Customer Service Customer Service Managers, Coordinators or Team Leaders. • Level 3 Certificate in Below are some of the areas that could be covered as part of Customer Service the framework. • Leading a team Additional Mandatory • Communicating with customers effectively Framework Requirements: • Gathering and analysing customer feedback • Promoting products and services • Functional Skills in Maths, • Keeping records English & IT • Using software/office equipment to communicate • • PLTS Functional Skills are transferrable skills that are valued by employers as they feel GCSE’s are not giving individuals the • Employment Rights & necessary skills they require in the workplace. They provide a Responsibilities base from which an individual can develop other employability skills. Functional Skills are tools that enable people to: • • Apply their knowledge and understanding in everyday life • Engage competently and confidently with others • Solve problems in both familiar and unfamiliar situations The Knowledge Based Certificate provides individuals with the underpinning knowledge required to carry out their role effectively Knowledge is confirmed through completion of an on-line assessment. Employment Rights & Responsibilities workbook provides individuals with information about their organisation such as: • Contracts of employment • Policies & Procedures • Equality & Diversity • Data Protection • General Sources of Information & Advice www.businessimpactuk.com
    • Business Impact UK Ltd Endurance House Colmet Court Seventh Avenue Gateshead NE11 0EF Switch: 0191 4971920 Sales: 0800 977 8566Email: apprenticeships@businessimpactuk.comWeb: www.businessimpactuk.comTwitter: www.twitter.com/BIUKApprenticesFacebook: www.facebook.com/pages/BIUK-Apprenticeship- Vacancies/187693101257419Blog: http://businessimpactuk-apprenticeship.blogspot.com “Experts in Training Nationwide”