INTRODUCTION Who is Catch22? Catch22 is an award winning OFSTED good Apprenticeship provider. We deliver Apprenticeship programmes that are relevant to the need and aspirations of learners and jobseekers as well as the needs of the employers and the economy today and in the future. Our approach Our apprenticeships offer focuses on specific occupational roles and industries to meet the requirements of employers and local enterprise partnerships. After assessing workforce needs and areas of business that would benefit from apprenticeship training, we recruit and train great people in apprenticeships: building an action plan to help them overcome any barriers to work, putting in place key milestones like learning goals, soft skills, confidence and mind-set training, providing ongoing in-work support and pathways to achieve a higher level of training. We manage the training, assessment and evaluation and ensure the apprentice successfully completes the programme while ensuring it fulfils the requirements of your business. What to expect when your apprentice starts Learning Activity Visits The Trainer will visit your apprentice in the work place. The frequency will be arranged to suit the apprentice and the employer. During these visits, planning will take place to demonstrate how the apprentice will work towards the End Point Assessment. These visits may include (But are not restricted to): Training and Coaching Observations Professional Discussions Question and Answers Workplace evidence Reflective Accounts Progress Reviews Every 8 to 10 weeks, thetrainer,line Manager and apprentice will meet to discuss progress against the Apprenticeship Standards. This also includes skills, knowledge, behaviours and readiness to either stay in work or be in line for promotion. It is an opportunity for each party to give feedback and ensure the programme is meeting both apprentices and employers needs. www.catch-22.org.uk 27 Pear Tree Street, London EC1V 3AG Tel: 020 7336 4800
Catch22 Expectations To effectively support your apprentice you need to commit to: Ensure 24 hours notice is given for any cancelled appointments. Ensure your apprentice completes any work actioned by the trainer against agreed timescales. Ensure suitable space is set aside for visits. Discuss any concerns you have regarding your apprentice with the Trainer Ensure the apprentice is supported and given appropriate workplace training Ensure health and safety in the workplace is maintained Allocating time for 20% off the job training If you have any concerns, please discuss with the Catch 22 trainer in the first instance who will advise you of the relevant procedures, policies and processes. Functional Expectations Functional are an integral part of the apprenticeship. They include Maths, English and In some apprenticeships Information Communication Technology (ICT). They provide further development in every day work related skills. With all of the Functional you have to complete an external test. With all of the Functional apprentices have to complete an external test. They may have prior achievements that can be used to exempt the apprentice from these qualifications. If the apprentice is exempt from the functional skills as part of the Apprenticeship the trainer will continue to challenge the functional skills within the working environment of the apprentice to continually develop these skills to a higher level. Functional skills are practical skills in English, Mathematics and ICT that allow individuals to operate confidently, effectively and independently in life and employment. Functional skills in Apprenticeships give learners the opportunity to develop, practise and apply skills in meaningful workplace contexts, thereby improving their employability and career opportunities.
CUSTOMER SERVICE PRACTITIONER LEVEL 2 This apprenticeship trains you to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors. Customer service trainee Assistant Representative Agent The duties of your apprentice will vary across the business type they are working in, but they will be making sure that customers are dealt with in a positive, reliable and pleasant way whether that s by offering advice, answering questions or handling complaints. The Customer Service Practitioner is a Standard Apprenticeships it is made up from the following components: Knowing your customers Understanding the organisation Meeting regulations and legislation Customer experience Product and service knowledge Interpersonal skills Communication skills Personal organisation Dealing with customer challenge and conflict Developing self Being open with feedback Team working Equality Personal presentation right first time Minimum of 12 months A- E GCSE grade in English / English Language qualification including a grade 2 in the new GCSE s will All apprentices who do not hold an A-C GCSE grade or equivalent including a grade 4 in the new GCSE s will be offered and encouraged to work towards level 2 functional skills whilst on the programme when the apprentice and trainer feel they are ready. There is 1 exam for maths and ICT and 3 components for English Reading, writing, speaking and listening
CUSTOMER SERVICE APPRENTICESHIP LEVEL 3 This apprenticeship trains you to provide excellent customer service, and can be applied to hundreds of job roles across many different sectors. Customer relationship manager Coordinator Team leader Providing a positive Impression and Image of the business Delivery of effective customer service Handling customer service problems Developing and improving customer service The Customer Service Level 3 Diploma is a framework apprenticeships and includes the following components: Framework requirements NVQ National Vocational qualification Personal learning and thinking skills Employment rights and responsibilities Minimum of 12 months typically 18 months Units Mandatory Organise and deliver customer service Understand the customer service environment Resolve customers problems Principles of business Manage personal and professional development Understand customers and customer retention Optional There are over 30 optional units to choose from on top of the mandatory. Each unit has a credit value. Apprentices choose with the employer the units that most suit the business and the job role to meet the minimum credit requirement of 55. Most apprentices will choose around 8 optional units on top of the mandatory There are units relating to (but not limited too) Communications Problem solving Analysing feedback Negotiating Monitoring quality Managing performance Developing resources Developing working relationships. A- C GCSE grade in English / English Language qualification including a grade 4 in the new GCSE s will. Reading, writing, speaking and listening.
BUSINESS ADMINISTRATION NVQ DIPLOMA LEVEL 2 Administrators handle the day-to-day tasks in an office and make sure things run smoothly. This sort of work requires a strong sense of responsibility, accuracy and attention to detail. Administrator / business support officer Office junior Receptionist Junior legal secretary Junior medical secretary Medical receptionist Typing up board meeting documents Putting financial information together in spreadsheets Sending the daily post Faxing and photocopying confidential documents The Business Administration Apprenticeship is a framework apprenticeships and includes the following components Framework requirements NVQ National Vocational qualification Personal learning and thinking skills Employment rights and responsibilities Functional skills in English Maths and ICT if applicable to Minimum of 12 months A- E GCSE grade in English / English Language qualification including a grade 2 in the new GCSE s will All apprentices who do not hold an A-C GCSE grade or equivalent including a grade 4 in the new GCSE s will be offered and encouraged to work towards level 2 functional skills whilst on the programme There is 1 exam for maths and ICT and 3 components for English Reading, writing, speaking and listening Units Mandatory Communicate in a business environment Principles of providing administrative services Principles of Business document production and information management Understand employer organisations Manage personal and professional development Develop working relationships with colleagues Optional There are over 50 optional units to choose from on top of the mandatory. Each unit has a credit value. Apprentices choose with the employer the units that most suit the business and the job role to meet the minimum credit requirement of 45. Most apprentices will choose around 8 optional units on top of the mandatory. There are units relating to (but not limited too) Data Marketing Mail Events HR Finance Presentation Software Websites
HOUSING AND PROPERTY MANAGEMENT ASSISTANT LEVEL 2 APPRENTICESHIP STANDARD The housing/property management assistant occupation is an entry level role. It is customer facing and primarily responsible for the administrative work needed to support the creation and sustainment of successful tenancies and leaseholds in both social and private housing sectors. Customer service assistant Assistant property manager (without a portfolio) Housing Assistant Housing Administrator Lettings assistant Letting negotiator Preparing paperwork for service charges, Supporting consultations and Undertaking customer surveys Undertaking neighbourhood and property surveys using checklists, data administration, Conducting supervised viewings and rental negotiations Arranging meetings and events The Housing and Property Management Assistant is a Standard Apprenticeship and it is made up from the following components: All apprentices who do not hold an A-C GCSE grade or equivalent including a grade 4 in the new GCSE s will be offered and encouraged to work towards level 2 functional skills whilst on the programme There is 1 exam for maths and ICT and 3 components for English Reading, writing, speaking and listening Legislation and regulation of organisation background of assets Know the diversity of the customers Understanding of the market Know the quality standards Ability to apply a range of customer service techniques Respond to vulnerability Demonstrate effective Communication skills Use a variety of methods to collect data Work with internal colleagues as part of a team Make effective decisions Responsive Dependable Adaptability Be a good team player Act as an ambassador Act credibly with integrity Minimum of 12 months typically 18 months A- E GCSE grade in English / English Language qualification including a grade 2 in the new GCSE s will
HOUSING AND PROPERTY MANAGEMENT LEVEL 3 APPRENTICESHIP STANDARD The housing/property management occupation is customer facing and primarily responsible for the creation and sustainment of successful tenancies in the private and social rented housing sectors. This work must comply with contractual, statutory and legal regulations and approved Codes of Practice. Generic or specialist Housing Officer Neighbourhood Officer (for example Anti-social behaviour, resident involvement, Tenancy sustainment, Homelessness, Repairs, Sheltered Housing) Neighbourhood Co-ordinator / Advisor Lettings Officer / Allocations Officer / Tenancy Officer / Income Management Officer Leasehold Management Officer, Private Addressing complex people related matters (for example supporting people to live independently) as well as property related responsibilities Lone working with minimum supervision whilst predominantly working within the wider organisation / team, communities and external partners. Proactive in finding solutions to problems and identifying areas for improvement They take individual responsibility for the quality and accuracy of their work and its administration. At Level 3 some housing/property professionals may also have supervisory responsibility for other people The Housing and Property Management Assistant is a Standard Apprenticeship and it is made up from the following components: A- C GCSE grade in English / English Language qualification including a level 4 in the new GCSE s will Reading, writing, speaking and listening Understand legislation applied to governance, court proceedings etc. of principles, priorities and values of the organisation Understand social and physical aspects of estates Know the diversity of the customers Understanding of the broader housing market Know the quality standards and range of applicable services Ability to apply a range of customer service techniques Demonstrate appropriate communication skills Use a variety of methods to collect data and communicate results in a confident manner Work with internal colleagues as part of a team Use problem solving techniques Demonstrate influencing and negotiation skills Responsive Dependable Resilience Role model Independence Act as an ambassador Act credibly with integrity Typically 18-24 months
HOUSING AND PROPERTY MANAGEMENT LEVEL 4 APPRENTICESHIP STANDARD The senior housing /property manager manages a specific function and associated team(s) whilst working with the wider organisation / team, communities and external partners. Property manager Neighbourhood Housing manager Asset manager Supported housing manager Neighbourhood investment manager Management of resources with delegated authority to deliver the business objectives The senior housing /property manager manages a specific function and associated team(s) whilst working with the wider organisation / team, communities and external partners. Senior housing / property management professionals are proactive in finding solutions to problems and identifying areas for improvement. They take individual responsibility for the overall quality and cost effectiveness of their business area The Housing and Property Management Assistant is a Standard Apprenticeship and it is made up from the following components: Understand and interpret legislation Understand and interpret business principles Understand the strategic value of the social physical context of estates and neighbourhoods Know the diversity of the customers and ensure delivery meets requirements Have a developed understanding of the historical context and current trends Be able to provide advice and guidance on hosing services Provide leadership in relation to customer service Demonstrate appropriate and effective communication skills Lead and work collaboratively Respond to vulnerability Undertake and interrogate data analysis Manage budgets and report financial performance Lead motivate and manage teams or / and individuals Responsive Gain and maintain trust Resilience Self-motivation Role model Independence Act as an ambassador Act credibly with integrity Typically 18-24 months A- C GCSE grade in English / English Language qualification including a level 4 in the new GCSE s will Reading, writing, speaking and listening
RETAILER LEVEL 2 APPRENTICESHIP STANDARD Retail covers a host of businesses, from market stalls and independent shops to national chains and large superstores. Sales assistant Stockroom assistant Beauty consultant Visual merchandiser Fresh food counter assistant Assisting customers on the sales floor of a high street store or handling their purchases. Working in a specialist department and become a product expert, able to help with specific queries. Visual merchandising, helping to create window and in-store displays. Stock handling; ensuring products are received in the correct quantities and appropriately stored The Retailer is a Standard Apprenticeships it is made up from the following components: Knowing customer profiles Understanding the organisation Understand financial performance Marketing strategy Sales opportunities Understand the brand and the business Understand merchandising principles Stock control Interpersonal skills Supporting the team Communication skills Use of technology Personal organisation Dealing with customer challenge and conflict Minimise the impact on the environment Take ownership Being open with feedback Team working Empathetic and professional in approach Personal presentation Act credibly with integrity Minimum of 12 months A- E GCSE grade in English / English Language qualification including a grade 2 in the new GCSE s will All apprentices who do not hold an A-C GCSE grade or equivalent including a grade 4 in the new GCSE s will be offered and encouraged to work towards level 2 functional skills whilst on the programme There is 1 exam for maths and ICT and 3 components for English Reading, writing, speaking and listening
RETAIL TEAM LEADER LEVEL 3 APPRENTICESHIP STANDARD Retail covers a host of businesses, from market stalls and independent shops to national chains and large superstores. Senior sales assistant Visual merchandiser supervisor Craft expert (for example, bakery) Style advisor (personal shoppers, retail consultant, stylist) Supervisor or team leader Store manager (of a small outlet) Receiving and displaying goods and materials Stock keeping Dealing with customer queries and complaints Visual merchandising Health and Safety Making decisions Planning the work of a team and providing support for team members The Retailer is a Standard Apprenticeship and it is made up from the following components: Minimum of 12 months typically 18 months A- C GCSE grade in English / English Language qualification including a grade 4 in the new GCSE s will Reading, writing, speaking and listening Customer purchasing habits Competitor analysis Understand financial performance and product positioning Marketing strategy Leadership opportunities Team performance Sales and promotion Stock management Ensuring team comply with legislations Supporting the team Communication skills Oversee appropriate use of technology Lead the team setting targets Oversee and plan team training and development Ensure team follow policies and procedures to minimise the impact on the environment Take proactive approach in leading a team Positively challenge poor performance Team working Operate in empathetic and professional manner Demonstrate commercial awareness Act credibly with integrity
RETAIL MANAGER LEVEL 4 APPRENTICESHIP STANDARD The retail management higher apprenticeship is especially suited for management positions and hopes to provide apprentices with the business and managerial skills they need to progress. Retail supervisor Team leader Store/department manager Sales manager Assistant store manager Operations manager Risk management Promoting the use of technology Customer focus Managing quality Market analysis Managing budgets Project management Networking The Retailer is a Standard Apprenticeship and it is made up from the following components: Manage positive customer experiences Understand the vision and competitive position Understand key drivers of profitable retail and relationship forecasting Marketing and key factors of cycles and planning Communicate and cascade information effectively Set challenging sales targets Understand how to Inspire and motivate teams Understand how local demographics impact on business Ensuring team comply with legislations Lead the team to exceed business objectives Ensure effective marketing and merchandising Oversee appropriate use of technology Ensure and oversee audit compliance Oversee and plan team training and development Manage and oversee team to consistency follow polices and procedures Be accountable for customer experience Take personal responsibility for the strategic direction of the business Adapt style and communication methods to the situation Orchestrate effective team dynamics Demonstrate commercial awareness Take ownership of the service offer Minimum of 12 months typically 18 months. A- C GCSE grade in English / English Language qualification including a grade 4 in the new GCSE s will. Reading, writing, speaking and listening.
SALES APPRENTICESHIP LEVEL 2 This involves meeting people, building relationships, addressing challenges, being creative in offering solutions and thinking independently. Trainee sales adviser Telesales operator Junior sales executive The duties of your apprentice will be individual to the business but they may include: Selling face-to-face and by telephone Inputting data and processing sales Sales demonstrations Generating and qualifying Sales leads The Sales Apprenticeship is a framework style apprenticeships and includes the following components: Framework requirements NVQ National Vocational qualification Technical certificate, Personal learning and thinking skills Minimum of 12 months Units Mandatory Time planning in Sales Complying with Legal, Regulatory and Ethical requirements in a Sales or Marketing role Deliver reliable customer service Optional There are over 15 optional units to choose from on top of the mandatory. Each unit has a credit value. Apprentices choose with the employer the units that most suit the business and the job role to meet the minimum credit requirement of 22. Most apprentices will choose around 4 optional units on top of the mandatory. There are units relating to (but not limited too) Selling by telephone/ face to face Processing orders Generating leads Aftersales Analysing information Communication Personal development. A- E GCSE grade in English / English Language qualification including a grade 2 in the new GCSE s will. All apprentices who do not hold an A-C GCSE grade or equivalent including a grade 4 in the new GCSE s will be offered and encouraged to work towards level 2 functional skills whilst on the programme. Reading, writing, speaking and listening.
SALES DIPLOMA APPRENTICESHIP LEVEL 3 This involves meeting people, building relationships, addressing challenges, being creative in offering solutions and thinking independently. Sales consultant / supervisor Sales manager Telesales professional Salesperson The duties of your apprentice will be individual to the business but they may include: Taking on a supervisory role as team leader Sell as many of your company s products and services as possible, Paying close attention and consideration to the interests of your clients. The Sales Diploma is a framework style apprenticeships and includes the following components: Framework requirements NVQ National Vocational qualification Technical certificate, Personal learning and thinking skills Minimum of 12 months typically 18 months A- C GCSE grade in English / English Language qualification including a grade 4 in the new GCSE s will Reading, writing, speaking and listening Units Mandatory Negotiating, handling objections and closing sales Complying with Legal, Regulatory and Ethical requirements in a Sales or Marketing role Optional There are over 20 optional units to choose from on top of the mandatory. Each unit has a credit value. Apprentices choose with the employer the units that most suit the business and the job role to meet the minimum credit requirement of 37. Most apprentices will choose around 8 optional units on top of the mandatory. There are units relating to (but not limited too) Analysing information Developing call plans Digital marketing Communication Management Recruitment Professional development Aftersales Customer service