Course Guide 2018-19 Full-time Courses and Apprenticeships
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For more information visit www.kirkleescollege.ac.uk<br />
53<br />
Team Leading/Supervising<br />
Apprenticeship<br />
Level: 2<br />
Centre: Huddersfield Centre<br />
Duration: 18-24 months<br />
Contact Centre Operations<br />
Apprenticeship<br />
Level: 2<br />
Centre: Huddersfield Centre<br />
Duration: 12-18 months<br />
Entry requirements<br />
See website for details.<br />
Overview<br />
You will be in a first line management role<br />
with operational/project responsibilities or<br />
responsibility for managing a team, providing<br />
direction, instructions <strong>and</strong> guidance to ensure the<br />
achievement of set goals. Good managers are<br />
essential to the success of any business.<br />
This Apprenticeship can be applied across a<br />
broad range of sectors <strong>and</strong> job roles <strong>and</strong> the<br />
skills you gain are transferable <strong>and</strong> valuable.<br />
The course involves supporting organisational<br />
objectives through a wide range of functions,<br />
including monitoring work, giving feedback,<br />
briefing teams, supporting team members,<br />
resolving problems, procuring supplies, project<br />
management <strong>and</strong> delivering <strong>and</strong> improving<br />
customer service. Job roles may include<br />
supervisor, team leader, project officer, shift<br />
supervisor, foreperson <strong>and</strong> shift manager.<br />
How will I be assessed?<br />
• Portfolio of evidence<br />
• Synoptic end point assessment<br />
• Exams for English/maths/ICT (unless have<br />
grade 4 or above)<br />
What’s next?<br />
Management Apprenticeship.<br />
Entry requirements<br />
See website for details.<br />
Overview<br />
You will learn the key concepts of contact<br />
centre operations including: Communication<br />
technology; navigating software; communicating<br />
with <strong>and</strong> building relationships with customers<br />
<strong>and</strong> colleagues; resolving problems; promoting<br />
products <strong>and</strong>/or services; sales; using<br />
appropriate communication channels; keeping<br />
records; gathering customer feedback; working in<br />
a team. This sort of work requires a strong sense<br />
of responsibility, accuracy <strong>and</strong> attention to detail.<br />
Job roles include contact centre agent, help<br />
desk operative, sales advisor, customer service<br />
advisor, telephone banking advisor <strong>and</strong> telesales<br />
operator.<br />
The course includes:<br />
• Improving personal effectiveness<br />
• Complying with health <strong>and</strong> safety<br />
procedures<br />
• Using systems <strong>and</strong> technology<br />
• Delivering customer service<br />
• Carrying out direct sales<br />
• Communicating information to customers<br />
How will I be assessed?<br />
Portfolio of evidence.<br />
What’s next?<br />
Level 3 Advanced Apprenticeship in Marketing,<br />
Customer Service, Business Administration, Retail,<br />
Sales or Management.
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