KNOWLEDGE

• Presentation skills and methods.
• Relevant regulation and legislation requirements, and their impact on their team, the individual, their role and the organisation.
• Legislation and organisational policies relating to equity, diversity and inclusion in the workplace and their impact on the organisation and stakeholders.
•  Approaches to people management, for example recruitment, performance management, reward, and talent management and resource planning.
• IT and software tools used to support the current and future needs of the organisation, including advances in technology.
• Methods for researching, analysing, interpreting and evaluating data to inform judgements and enable decision making.
• Financial management techniques and implications of decisions for budgets.
• How to identify and manage organisational improvement opportunities.
• Project management tools and techniques.
• Methods used to identify, manage and prioritise stakeholder relationships.
• The current and future needs of the sector and the impact on their organisation.
• Problem solving and decision-making techniques.
• Influencing and negotiation models and techniques.
• Conflict resolution and mediation processes.
• Communication techniques and approaches.
• Ethics and values-based leadership theories and principles, for example employee wellbeing.
• Change management concepts and methods for implementing change within the organisation.
• Leadership and management tools and techniques.
• The sector in which the organisation operates and its impact on their role.
• The continuous development requirements and learning needs of their team.
• Business continuity principles, including risk assessment, contingency planning and disaster recovery.
• Organisational policies and procedures, for example health and safety.
• Responsible organisation policies and practices covering social, environmental, and economic factors, including sustainability.
• Coaching and mentoring techniques.
• The strategic direction of the organisation and the impact on operational plans.

SKILLS

• Communicate and present information to stakeholders using different types of media.
•  Identify problems and provide solutions.
• Manage and set goals and accountabilities for individuals and teams.
• Analyse performance data for individuals and teams to identify areas for improvement.
• Manage and influence project activity to deliver within budget and resource requirements.
• Lead and influence the team and individuals to support an inclusive culture of equity, diversity, and the promotion of well-being.
• Motivate team members and individuals through collaborative activities, for example one-to-one coaching and team meetings, to achieve organisational goals.
• Use digital tools to analyse information and monitor performance and budgets to drive the implementation and delivery of plans and projects.
• Research, interpret and analyse information to inform the implementation of business plans or projects.
• Evaluate the impact of outcomes from organisational plans or projects to drive the decision-making process.
• Interpret and implement the practical application of regulation, legislation and organisational policies for stakeholders.
• Manage continuous improvement and change for their team and organisation.
• Analyse and prioritise organisation activities in response to the operating environment.
• Implement business continuity plans, including risk assessment, contingency planning and disaster recovery, to ensure the uninterrupted operation of critical functions.
• Identify and respond to external factors that may influence the future landscape and evaluate their impact on the organisation.
• Influence and negotiate with stakeholders to shape and agree goals and outcomes.
• Manage relationships across multiple and diverse stakeholders.
• Deliver sustainable services and solutions which allow the organisation to respond to changes in social, economic and environmental factors.
• Manage and facilitate learning and continuous professional development for their team.
• Coach and mentor individuals within their team.
• Develop and implement operational plans that align with the strategic direction of the organisation.
  

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  BEHAVIOURS

• Acts professionally, ethically and with integrity.

• Supports an inclusive culture, treating colleagues and stakeholders fairly and with respect.

• Takes accountability and ownership of their own and the team’s tasks and workload.

• Seeks learning opportunities and continuous professional development for self and the wider team.

• Works flexibly and adapts to circumstances.

•  Works collaboratively with others across the organisation and stakeholders.

Lisa Oliver

Yuzu Trainer

Hi, my name is Lisa and my background is in Corporate Management and leadership i am a resilient team player with a sociable demeanour, adept at transforming processes and working practices to drive cost efficiency and enhance service delivery. Currently, I’m serving as a corporate trainer. I’m committed to inspiring and developing the next generation of leaders by delivering comprehensive coaching standards in operational management, customer service and business. 

Benefits for the employer

Skilled Workforce: Apprentices gain essential leadership and management skills, ensuring they meet organisational goals. They play a crucial role in driving efficiency across various departments.

Tailored Training: Employers can customise apprenticeship training to their specific operational needs. This ensures apprentices develop skills that align with the company’s values and goals.

Cost-Effective Recruitment: Apprenticeships provide a more cost-effective way to recruit and develop future leaders. Apprentices learn on the job, offering immediate value at a lower cost.

Improved Retention: Investing in apprenticeships enhances loyalty and morale, reducing turnover. Apprentices are more likely to stay with the company after completing their training.

Professional Recognition: Apprenticeships lead to professional recognition, boosting both the apprentice’s career and the company’s reputation. Apprentices may also qualify for memberships in professional bodies.

Regulatory Compliance: Apprenticeships ensure future managers understand and comply with relevant legislation and regulations. This reduces legal risks and supports ethical, sustainable operations.

Who is this apprenticeship for?

This apprenticeship is for individuals who aspire to become customer service practitioners. They will be responsible for delivering high-quality products and services to their organisation’s customers.

Role titles include: 

Employers are entitled to funding from the Government to help pay for Apprenticeship training. The cost of the apprenticeship is set by Government and the cost for the Operations Manager Apprenticeship is £9000

If you are an employer who pays the Apprenticeship Levy, the full cost of the programme can be paid through your Apprenticeship Levy.

If you are non-levy payer, the Government will pay 95% of the apprenticeship costs and you as the employer pay a 5% contribution of £450.00 at the start of the programme.

In some cases, funding via Levy Transfer can be arranged to cover the 5% contribution, if your learner is under the age of 22 you will no longer be required to contribute the 5% towards the cost of the apprenticeship.

For any questions or further information:

Email hello@yuzutraining.co.uk or call 02380 170378