COURSE DESCRIPTION

The Team Leader/Supervisor Apprenticeship is for someone who can take responsibility for managing a team or discrete project. They can support, manage and develop team members, manage projects, plan and monitor workloads and resources. They can take responsibility for delivering operational plans, resolving problems, and building relationships.

ROLE PROFILE

Team Leaders/ Supervisors need to have the right values, behaviours, developed competences and skills to manage and lead their team successfully in their business sector. They are key roles within a workforce that enable the team to perform and achieve their goals and targets. Team leader/Supervisors motivate, inspire and develop the members of their business through mentoring and coaching.

They will be able to communicate to their team effectively using a variety of methods and provide constructive feedback as well as chair business meetings.
They will have the skills to be able to build relationships with their team and with business stakeholders. They will know how to use emotional intelligence to facilitate how they work with the team. Their understanding of conflict management will be established and they will have the ability facilitate cross team working to support delivery of organisational objectives.

Key responsibilities are likely to include supporting, managing and developing team members, managing projects, planning and monitoring workloads and resources, delivering operational plans, resolving problems, and building relationships internally and externally

HOW WILL I BE TRAINED?

• 12 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

• Leading People
  Understand different leadership styles and the benefits of coaching to support people and improve performance. Understand organisational cultures, equality, diversity and inclusion.
• Managing People
  Understand people and team management models, including team dynamics and motivation techniques. Understand HR systems and legal requirements, and performance management techniques including setting goals and objectives, conducting appraisals, reviewing performance, absence management, providing constructive feedback, and recognising achievement and good behaviour.
• Building Relationships
  Understand approaches to customer and stakeholder relationship management, including emotional intelligence and managing conflict. Know how to facilitate cross team working to support delivery of organisational objectives.
• Communication
  Understand different forms of communication and their application. Know how to chair meetings, hold challenging conversations, provide constructive feedback and understand how to raise concerns.
• Operational Management
  Understand how organisational strategy is developed. Know how to implement operational/team plans and manage resources and approaches to managing change within the team. Understand data management, and the use of different technologies in business.
• Project Management
  Understand the project lifecycle and roles. Know how to deliver a project including: managing resources, identifying risks and issues, using relevant project management tools.
• Finance
  Understand organisational governance and compliance, and how to deliver Value for Money. Know how to monitor budgets to ensure efficiencies and that costs do not overrun.
• Awareness of Self
  Know how to be self-aware and understand unconscious bias and inclusivity. Understand learning styles, feedback mechanisms and how to use emotional intelligence.
• Management of Self
  Understand time management techniques and tools, and how to prioritise activities and approaches to planning.
  
• Decision Making
  Understand problem solving and decision making techniques, and how to analyse data to support decision making.

SKILLS

• Leading People
  Able to communicate organisation strategy and team purpose, and adapt style to suit the audience. Support the development of the team and people through coaching, role modelling values and behaviours, and managing change effectively.
• Managing People
  Able to build a high-performing team by supporting and developing individuals, and motivating them to achieve. Able to set operational and personal goals and objectives and monitor progress, providing clear guidance and feedback.
• Building Relationships
  Building trust with and across the team, using effective negotiation and influencing skills, and managing any conflicts. Able to input to discussions and provide feedback (to team and more widely), and identify and share good practice across teams. Building relationships with customers and managing these effectively.
• Communication
  Able to communicate effectively (verbal, written, digital), chair meetings and present to team and management. Use of active listening and provision of constructive feedback.
• Operational Management
  Able to communicate organisational strategy and deliver against operational plans, translating goals into deliverable actions for the team, and monitoring outcomes. Able to adapt to change, identifying challenges and solutions.  Ability to organise, prioritise and allocate work, and effectively use resources. Able to collate and analyse data, and create reports.
• Project Management
  Able to organise, manage resources and risk, and monitor progress to deliver against the project plan.  Ability to use relevant project management tools, and take corrective action to ensure successful project delivery.
• Finance
  Applying organisational governance and compliance requirements to ensure effective budget controls.
• Awareness of Self
  Able to reflect on own performance, seek feedback, understand why things happen, and make timely changes by applying learning from feedback received.
• Management of Self
  Able to create an effective personal development plan, and use time management techniques to manage workload and pressure.
• Decision Making
  Use of effective problem solving techniques to make decisions relating to delivery using information from the team and others, and able to escalate issues when required.

BEHAVIOURS

• Takes responsibility
  Demonstrates the drive to achieve in all aspects of work showing resilience and accountability. Shows determination when managing difficult situations.
• Inclusive
  Open, approachable, authentic, and able to build trust with others.  Seeks views of others.
• Agile
  Flexible to the needs of the organisation. Is creative, innovative and enterprising when seeking solutions to business needs. Positive and adaptable, responds well to feedback and need for change.
• Professionalism
  Sets an example, and is fair, consistent and impartial.  Open and honest. Operates within organisational values

Stephen Williams

Yuzu Trainer

After completing his degree in Communication Studies and gaining experience in management roles, educational settings, and leading coffee teams, Stephen joined us six years ago with the aim of inspiring others to grow and learn in ways that suit them best.

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 £3,500.

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 £175.00 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