HBAA Customer Service Apprenticeship Programme

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2 HBAA Customer Service 0 Apprenticeship Programme

3 NCG - The Partner Of Choice We aim to develop people through learning and achievement for the benefit of themselves, society and the economy The organisation makes a significant contribution to improving the life chances of a large number of young people and adult learners Ofsted 2012

4 NCG - The Partner Of Choice NCG is the largest Not For Profit education, training and employability organisations in the UK. In 2011/12 NCG: Worked with over 20,000 employers Supported in excess of 100,000 learners NCG has been our partner of choice to make the programme a success. They provide us with sound advice and have a great knowledge of the programme, this coupled with great customer service makes for a strong working relationship between NCG and Wolseley UK. I have no hesitation in recommending them based upon experience Wolseley 2013

5 Added Value Educational heritage established in 1894 Not For Profit organisation, with surplus reinvested to support our learners Ofsted Grade 2: good with some outstanding features Currently deliver Apprenticeships in every Local Authority area across England NCG employs 3,300 employability, training and skills specialists Supporting a range of needs nationally such as long term unemployed and NEET s

6 NCG - The Knowledge, Skills and Experience to Deliver Developed and proven Apprenticeship frameworks ready to deliver Strong knowledge of business needs from delivery across a broad spectrum of Markets Minimising business disruption whilst rolling out a national training offer Experience of providing robust wrap around support to enhance learner progression Market leading success rate of 87% across 64 Apprenticeship frameworks Develop talent and up skill the next generation of business leaders

7 Our Commitment To You We will Refine and further develop Customer Service Training delivery structure Deliver training that meets your needs today and tomorrow Develop a responsive Apprenticeship Delivery Model, built around HBAA s Members day to day working priorities Provide IT equipment to support e-learning, where sites have 10+ learners

8 Moving Forward Process After HBAA have passed on all contact details for their members that are interested in the services offered, Each Company will have 2 points of contact for Training and Business needs. The Account Manager: will make contact and arrange a face to face meeting with the agreed lead to: Discuss services offered and identify training needs and requirements. Arrange date to suit business needs to engage and sign up employees to the required training Submit all information to the delivery team Will assist in all on-going Training requirements A monthly return will issued to the HBAA on a monthly basis regarding intake of learners from every member The Assessor: will make contact with the company lead to: Arrange first date for the Initial Assessment to check eligibility of staff members to include, previous qualifications and career aspirations Appointments will be booked in advance where an assessor will visit the employee every 4-6 weeks for a duration of up to 14 months depending on qualifications Will be on hand and discuss any concerns and employee progress throughout the training

9 Assessment Model

10 Supporting HBAA Delivering Tomorrow s Answers Today Matrix IAG Learning Support Portfolio/ e-learning Qualification Delivery Contact Centre Pastoral Support

11 Our Customer offer A broad range of Apprenticeships: Apprenticeship Level 2 Level 3 Customer Service P P Business Administration P P Team Leading and Management P P Sales and Telesales Contact Centre ICT P P P P 92% of employers who employ apprentices believe that Apprenticeships lead to a more motivated and satisfied workforce NAS 2013 Over 80% of those employers who employ apprentices agree they make their workplace more productive NAS 2013

12 NCG s Track Record Framework Level Success Rate Functional Skills (Literacy and Numeracy) 100% Customer Service Level 2 87% Customer Service Level 3 90% NCG will work in partnership with HBAA and tailor the learning experience using the Innovation Code to develop new learner training routes NCG has Foundation Degree awarding powers. We have the ability to develop bespoke higher level qualifications Broad range of Apprenticeships frameworks available.

13 Recruitment of Apprentices We are also able to offer the Recruitment of Apprentices for you business, with a brief outline below: Supporting 25,000+ learners in 2013/14, we have a strong understanding of what makes an exceptional Apprentice Advertise through the NAS website and utilise national links to support recruitment 4-6 weeks from advert to appointment NMW for an Apprentice is 2.68 per hour

14 NCG provide a training solution to meet your needs today and tomorrow Question & Answers Thank you for your time.