COURSE DESCRIPTION

This Apprenticeship allows learners to gain broad-base training in the chosen occupational area as well as providing a good knowledge base of the sector as a whole, and work experience that leads to competency in the work place and transferable skills relating to HR Support.

ROLE PROFILE

HR Professionals in this role are typically either working in a medium to large organisation as part of the HR function delivering front line support to managers and employees, or are a HR Manager in a small organisation.

Their work is likely to include handling day to day queries and providing HR advice; working on a range of HR processes, ranging from transactional to relatively complex, from recruitment through to retirement; using HR systems to keep records; providing relevant HR information to the business; working with the business on HR changes.

They will typically be taking ownership for providing advice to managers on a wide range of HR issues using company policy and current law, giving guidance that is compliant and where errors could expose the organisation to employment tribunals or legal risk.

In a larger organisation they may also have responsibility for managing a small team – this aspect is outside the scope of this apprenticeship and will need to be covered separately by the employer.

HOW WILL I BE TRAINED?

• 18 Months of Training 
• In workplace Training Delivery 
• Online Training  via Teams Or Zoom  
• 1-2-1 Trainer Support
• Functional Skills Maths & English Support 

• Observation in Workplace
• EPA Project / Portfolio of Evidence
• Knowledge Test

KNOWLEDGE

Knowing your customers 

• Understand who customers are.
• Understand the difference between internal and external customers.
• Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.

Understanding the organisation

• Know the purpose of the business and what ‘brand promise’ means
• Know your organisation’s core values and how they link to the service culture.
• Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.

Meeting regulations and legislation

• Know the appropriate legislation and regulatory requirements that affect your business.
• Know your responsibility in relation to this and how to apply it when delivering service.

Systems and resources

• Know how to use systems, equipment and technology to meet the needs of your customers.
• Understand types of measurement and evaluation tools available to monitor customer service levels.

Your role and responsibility

• Understand your role and responsibility within your organisation and the impact of your actions on others.
• Know the targets and goals you need to deliver against.

Customer experience

• Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
• Understand how to build trust with a customer and why this is important.

Product and service knowledge

• Understand the products or services that are available from your organisation and keep up-to-date.

SKILLS

• Service Delivery
  Delivers excellent customer service on a range of HR queries and requirements, providing solutions, advice and support primarily to managers. Builds managers’ expertise in HR matters, improving their ability to handle repeated situations themselves where appropriate. Uses agreed systems and processes to deliver service to customers. Takes the initiative to meet agreed individual and team KPIs in line with company policy, values, standards. Plans and organises their work, often without direct supervision, to meet commitments and KPIs.
• Problem solving
  Uses sound questioning and active listening skills to understand requirements and establish root causes before developing HR solutions. Takes ownership through to resolution, escalating complex situations as appropriate.
• Communication & interpersonal
  Deals effectively with customers/colleagues, using sound interpersonal skills and communicating well through a range of media e.g. phone, face to face, email, internet. Adapts their style to their audience. Builds trust and sound relationships with customers. Handles conflict and sensitive HR situations professionally and confidentially.
• Teamwork
  Consistently supports colleagues /collaborates within the team and HR to achieve results. Builds/maintains strong working relationships with others in the team and across HR where necessary.
• Process improvement
  Identifies opportunities to improve HR performance and service; acts on them within the authority of their role.  Supports implementation of HR changes/projects with the business.
• Managing HR Information
  Maintains required HR records as part of services delivered. Prepares reports and management information from HR data, with interpretation as required.
• Personal Development
  Keeps up to date with business changes and HR legal/policy/process changes relevant to their role.  Seeks feedback and acts on it to improve their performance and overall capability.

BEHAVIOURS

• Honesty & Integrity
  Truthful, sincere and trustworthy in their actions. Shows integrity by doing the right thing. Maintains appropriate confidentiality at all times. Has the courage to challenge when appropriate.

• Flexibility
  Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change.

• Resilience
• Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Stays positive under pressure.

Debbie  Chalk

Yuzu Trainer

Debbie joined Yuzu Training a year ago, bringing over 20 years of hospitality experience. She’s a big fan of coffee and sweet treats like Mochas and Caramel Lattes. Based in Poole, Dorset, Debbie loves peeking into her learners’ workplaces all across the country.

Starting as a table clearer and working her way up to General Manager at various successful businesses, Debbie’s skills cover a wide range of areas including Business Management, HR, Training, Recruitment, Customer Service, Social Media, and more.

Moving from the busy restaurant scene to full-time training, Debbie stays fresh on industry knowledge. She’s excited to blend her experience with her learners’ expertise, creating opportunities for personal and professional growth beyond expectations.

Benefits for the employer

Skilled Workforce: Apprentices acquire essential skills and knowledge in customer service, ensuring they can deliver high-quality products and services to customers. This enhances the overall service quality and customer satisfaction.

Tailored Training: The apprenticeship program allows employers to tailor training according to their specific organizational needs and customer service standards. This ensures that apprentices learn skills and behaviours aligned with the company’s values and goals.

Cost-Effective Recruitment: Hiring apprentices can be more cost-effective than recruiting experienced staff, especially for entry-level positions. This is because apprentices are often paid lower wages while they learn on the job.

Improved Retention: Investing in apprenticeship programs demonstrates commitment to employee development, which can improve employee morale and loyalty. Apprentices are more likely to stay with the company after completing their training, reducing staff turnover costs.

Professional Recognition: Completion of the apprenticeship can lead to eligibility for professional membership at the Institute of Customer Service, enhancing the professional reputation of both the individual apprentice and the employer.

Regulatory Compliance: By training apprentices in understanding relevant legislation and regulatory requirements, employers ensure compliance with legal standards, reducing the risk of fines or legal issues related to customer service practices.

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 Customer Service Practitioner Apprenticeship is £4,500.

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 £225.00 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 [email protected] or call 02380 170378