Educ8 Business Admin and Customer Service

Transcription

1 Educ8 Business Admin and Customer Service Apprenticeships (NVQ/QCF) s,, and

2 Business Admin Educ8 provides the following Qualifications... City & Guilds QCF Diploma in Business Administration Essential Skills: Communication, Application of Number and Digital Literacy Apprenticeship in Business Administration Customer Service s and are available on a fully funded basis for individuals within suitable job roles. City & Guilds QCF Diploma in Customer Service Essential Skills: Communication and Application of Number Business Admin City & Guilds QCF Diploma in Business Administration Essential Skills: Communication, Application of Number and Digital Literacy Apprenticeship in Business Administration Apprenticeship in Customer Service Business Admin Customer Service City & Guilds QCF Diploma in Customer Service Essential Skills: Communication and Application of Number Apprenticeship in Customer Service QCF Diploma in Business Administration Essential Skills Communication Essential Skills Application of Number Essential Skills Digital Literacy Apprenticeship in Business Administration

3 Business Admin To achieve the Business Admin, candidates must achieve all of the units from Mandatory Group A: Communication in a business environment Principles of providing administrative services Understand employer organisations Business document production Manage personal performance Develop working relationships with others Candidates must also select an additional credits from Optional Group B: Manage diary systems Produce business documents Collate and report data Store and retrieve information Produce minutes of meetings Handle mail Provide reception services Prepare text from notes using touch typing Prepare notes from shorthand Prepare text from recorded audio instruction Archive information Maintain and issue stationery and supplies Use and maintain office equipment Contribute to the organisation of an event Contribute to the development and implementation of an information system Organise business travel/lodgings Provide support for meetings Administer human resource records Support recruitment & selection process Administer parking dispensations Administer finance Buddy a colleague/develop their skills Employee rights and responsibilities Health and safety in a business Use a telephone and voic Meet and welcome visitors to the business Develop a presentation Deliver a presentation Monitor information systems Analyse and present business data 8 Candidates must also select a maximum of 0 credits from Optional Group C: Using Deliver customer service Word processing software Process information about customers Website software Deliver customer service Spreadsheet software Process information about customers Presentation software Develop customer relationships Bespoke software Participate in a project Data management software Processing customers transactions And a maximum of credits from Optional Group D: Understand the use of research in business Principles of digital marketing Understand the legal context of business Understand working in customer service Principles of customer relationships Using social media for work Principles of team leading Exploring social media Principles of equality and diversity in the workplace Understand the safe use of social media Principles of marketing theory

4 Business Admin To achieve the Business Admin, candidates must achieve all of the units from Mandatory Group A: Communication in a business environment Manage personal & professional development Principles of business communication & information Principles of administration Principles of business 0 Candidates must also select an additional credits from Optional Group B: Contribute to improving business performance Negotiate in a business environment Develop a presentation Deliver a presentation Create bespoke business documents Developing/implementing business systems Monitor information systems Evaluate provision of business travel/lodgings Provide administrative support in schools Administer parking/traffic challenges & appeals Administer statutory parking/traffic appeals Administer parking/traffic debt recovery Administer legal files Build legal case files Manage legal case files Administer finance Buddy a colleague to develop their skills Employee rights & responsibilities Manage an office facility Analyse & present business data Produce business documents Store & retrieve information Produce minutes of meetings Handle mail 8 Prepare text from shorthand Prepare text from recorded audio Maintain/issue stationery & supplies Contribute to organising an event Organise business travel/lodgings Provide support for meetings Administer human resource records Administer recruitment & selection Administer parking dispensations Support environmental sustainability Resolve administrative problems Prepare specifications for contracts Candidates must also select a maximum 0 credits from Optional Group C: Promote equality and diversity in the workplace Manage team performance Manage individual s performance Manage individual s development in the workplace Chair and lead meetings Encourage innovation Procure products/services Implement change Implement/maintain business continuity processes Participate in a project Develop/maintain professional networks Develop and implement an operational plan Presentation software Manage physical resources Prepare for and support quality audits Manage a budget Manage a project Manage a business risk Recruitment, selection and induction practice Organise and deliver customer service 7 Resolve customers complaints Using Word processing software Website software Spreadsheet software Database software And a maximum of 8 credits from Optional Group D: Principles of leadership & management Principles of market research Principles of marketing & evaluation 8 Principles of marketing stakeholder relations Understand customer service environments 7 Principles of digital marketing & research 7

5 Business Admin Candidates must complete the following mandatory units: Communication in a business environment 0 Manage the work of an administrative function 0 Manage personal and professional development Resolve administrative problems 0 As well as the mandatory units, learners will also complete at least credits from Optional Group A: Contribute to the improvement of business performance 0 Manage an office facility Negotiate in a business environment 0 Analyse and present business data Develop a presentation 0 Contribute to the design and development of an information system 0 Deliver a presentation 0 Manage information systems 0 Create bespoke business documents 0 Support environmental sustainability in an organisation 0 Monitor information systems 8 08 Prepare specifications 07 Evaluate the provision of business travel or accommodation 09 Manage events 08 Candidates must also select a minimum and a maximum credits from Optional Group B: Manage team performance Develop working relationships with stakeholders Manage individuals performance Manage physical resources Chair and lead meetings Prepare for and support quality audits Encourage innovation 8 Conduct quality audits 7 Manage conflict within a team 9 Manage a budget 8 Procure products and/or services 0 Manage a project 7 9 Implement and maintain business continuity plans and processes Manage business risk 0 Collaborate with other departments Manage knowledge in an organisation Champion customer service 09 Recruitment, selection and induction practice Develop and maintain professional networks 0 Establish business risk management processes 0 Develop and implement an operational plan Design business processes 0 Encourage learning and development Optimise the use of technology 0 Initiate and implement operational change

6 Customer Service To achieve the Customer Service, candidates must achieve all of the units fro Mandatory Group A: Deliver customer service Understand employer organisations Understand customers Manage personal performance Principles of customer service Candidates must also select an minimum of credits from Optional Group B: Communicate verbally with customers Communicate with customers in writing Candidates can also select a maximum of credits from Optional Group C: Deal with incoming telephone calls from customers Develop customer relationships Make telephone calls to customers Support customer service improvements Promote additional products/services to customers Deliver online customer service Process information about customers Support customers through self-service Exceed customer expectations Customer service through social media Deliver customer service on customers premises Deliver post transaction customer service Carry out customer service handovers Resolve customer complaints Resolve customer service problems Gather/analyse/interpret customer feedback Deliver customer service to challenging customers And a maximum of 7 credits from Optional Group D: Health & safety procedures in the workplace Processing sales orders Manage diary systems Meeting customers after sales needs Provide reception services Handling objections and closing sales Contribute to the organisation of an event Deal with incidents through a contact centre 7 Buddy a colleague to develop their skills Carry out direct sales activities in a contact centre Employee rights and responsibilities Negotiate in a business environment Develop working relationships with colleagues Bespoke software Principles of equality & diversity in the workplace

7 Customer Service To achieve the Customer Service, candidates must achieve all of the units from Mandatory Group A: Organise and deliver customer service Resolve customers problems Understand the customer service environment Principles of business 0 Understand customer and customer retention Manage personal and professional development Candidates can also select a minimum of credits from Optional Group B: Develop resources to support consistency of customer service delivery Use service partnerships to deliver customer service Resolve customer complaints Support customer service improvements Gather, analyse and interpret customer feedback Support customers online Monitor the quality of customer service interactions Support customers using self service Communicate verbally with customers Use social media to deliver customer service Communicate with customers in writing Provide post transaction customer service Promote additional products/services to customers Champion customer service Exceed customer expectations Build/maintain effective customer relations Deliver customer service on customers premises Manage a customer service award programme Deliver customer service to challenging customers Manage the use of technology to improve customer service Develop customer relationships Develop a social media strategy for customer service And a minimum of 9 credits from Optional Group C: Negotiate in a business environment Contribute to the organisation of an event Promote equality, diversity and inclusion in the workplace Provide reception services Manage team performance Buddy a colleague to develop their skills Manage individuals performance Employee rights and responsibilities Collaborate with other departments Processing sales orders Negotiating, handling objections and closing sales Bespoke software Obtaining and analysing sales-related information Manage diary systems Buyer behaviours in sales situations Lead direct sales activities in a contact Manage incidents referred to a contact centre

8 Before you apply... You might find the following information helpful before applying. Delivery Methods You will be allocated a qualified and competent Assessor who will visit you in the workplace on a monthly basis to conduct observations of your work and set you tasks to complete. Assessor visits last approximately hours per session. Learners may also be required to attend workshops to cover some of the knowledge units within their qualification but these will be planned in advance. E-Portfolio Recognition of Prior Learning (RPL) If you have previously completed any work-based qualifications or units, any relevant work (evidenced by copies of certificates) can be mapped across to this qualification to avoid duplication of work. Your allocated Assessor will go through RPL with you in more depth during your induction. To help you manage your course we use an online portfolio system called Smart Assessor which allows you to log on and see how you are progressing. Smart Assessor also allows you to upload evidence and interact with your Assessor in-between visits. You can access Smart Assessor at any time and submit queries, questions or even work for your Assessor to review. Welsh Essential Skills Government is committed to raising the levels of Essential Skills across Wales. Therefore, Communication, Digital Literacy and Application of Number qualifications are an integral element to the funded Apprenticeship frameworks. These are usually delivered via workshops at one of Educ8 s centres and will be planned well in advance. *N.B If you have completed Essential Skills previously or are able to provide other suitable proxies, you may be exempt from completing these qualifications. Get in Touch! educ8training.co.uk Educ8 Training