This incredibly fast-moving sector is growing all the time so developing your skills in this area is one of the best career moves you could make.

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1 Business Administration, Accountancy, Retail, Customer Service & IT I m really glad that I chose an Apprenticeship in Business Administration. I m getting vital experience and the skills I m learning are relevant across a whole range of careers. Jessica Tierney, Advanced Apprenticeship in Business Administration 19

2 Millions of people work in these sectors, which cover the many different occupations that provide essential support to an organisation as a whole, and keep staff and customers happy. On every high street, a diverse range of chain stores, independent shops, cafés and restaurants all need people with the right skills mix to advise, manage and engage in sales activity. Business Administration, Accountancy and Information Technology are all integral to the business environment and the need for personnel with IT skills has become an essential requirement. This incredibly fast-moving sector is growing all the time so developing your skills in this area is one of the best career moves you could make. Organisational and communication skills are important for Business Administration apprentices and the College provides the ideal environment for apprentices to develop these skills. Working in College alongside staff with professional skills and relevant experience of the business world, apprentices will learn the skills needed for a successful future in one of these sectors, providing a valuable contribution to their employer straight away. Programme delivery Apprentices will need to be employed in the sector to gain the relevant skills and knowledge required for these qualifications. Apprentices will usually attend college one day per week and will receive frequent visits from a tutor/assessor. Competence will be assessed in a number of ways including observation and examination of a portfolio of evidence (digital or paper based). Evidence can also be gathered in video or photographic format with a testimony from a line manager.

3 Intermediate Apprenticeship Accounting Level 2 This Apprenticeship could find you working in an accounts department, helping a business or organisation manage its money. It provides a structured approach to training and developing prospective Accountants who understand the needs of the organisation, its customers and the sector within which they operate. It also includes Functional Skills in English and Maths. employment. No previous accounting experience is necessary, but applicants must like working with numbers and will ideally have GCSE grade C or above in English and Maths months. Running a business involves many financial activities, from expenses and bills to taxes and payroll. Accountants keep track of all these things and more to make sure that businesses both large and small manage their money. Depending on whether you work for a large or small company, you could be specialising in one area or doing a variety of accounting tasks as well as handling banking and petty cash. Apprentices will gain skills and experience in costings; basic and computerised accounting, including balancing accounts, processing invoices and payments, completing VAT returns and helping to prepare financial statements and reports; payroll and credit control. Accounts Assistant Accounts Clerk Cashier Credit Control Clerk/ Purchase Ledger Clerk/ Sales Ledger Clerk Finance Assistant Advanced Apprenticeship in Accounting Level 3 Diploma in Accounting

4 Advanced Apprenticeship Accounting Level 3 This Advanced Apprenticeship builds upon the skills and knowledge developed at Intermediate level. It is suitable for those working in an accounts department in a more senior position, helping a business or organisation manage its money. The course also includes Functional Skills in English and Maths. employment in addition to a Level 2 Intermediate Apprenticeship in Accounting or GCSE Maths grade A*- C months. Running a business involves a lot of financial activities, from expenses and bills to taxes and payroll. Accountants keep track of all these things and more to make sure that businesses both large and small manage their money. experience in costings; basic and computerised accounting, including balancing accounts, processing invoices and payments, completing VAT returns and helping to prepare financial statements and reports; payroll and credit control. Trainee Accounting Technician Assistant Accountant Whilst the job roles at Level 3 are similar to those at Level 2, the Advanced Apprenticeship includes a higher level of responsibility and lends itself to a more supervisory role. Higher Apprenticeship in Accounting Level 4 Diploma in Accounting Foundation Degree in Accounting Various degree programmes in Accounting and Finance 22

5 Intermediate Apprenticeship Business & Administration Level 2 This Apprenticeship provides administrators with the broad range of skills required to work efficiently and to help increase business productivity. Office and administration skills, customer handling skills, technical and practical skills, oral communication and IT skills are all covered within this Apprenticeship as well as team working, interpersonal skills and the ability to reflect on personal learning. The course also includes Functional Skills in English, Maths and IT. employment. A good level of English and Maths would be beneficial. Minimum 1 year. experience in the following key areas: Making and receiving telephone calls Helping with the organisation of meetings and events Dealing with travel requests Handling mail Record keeping and using electronic message systems Using office equipment Providing reception services Setting up and maintaining filing systems Using a variety of software packages Developing and delivering presentations. Administrator/Business Support Officer Office Junior/Receptionist Advanced Apprenticeship general administrative, legal or medical pathways Other Advanced Apprenticeships such as Customer Service or Management Further education to undertake management, business related or other qualifications 23

6 Advanced Apprenticeship Business & Administration Level 3 This Advanced Apprenticeship provides Administrators with the broad range of skills required to work efficiently and to help increase business productivity. Office and administration skills, customer handling skills, technical and practical skills, oral communication and IT skills are all covered within this Apprenticeship as well as team working, interpersonal skills and the ability to reflect on personal learning. The course also includes Functional Skills in English, Maths and IT. employment. It is likely that Advanced Apprentices will have some prior experience in a business or administration role. Minimum 1 year 18 months. experience in the following key areas: Dealing with internal and external correspondence Organising meetings and events Producing documents 24 Managing resources Managing office equipment Managing information Managing administration systems Managing diaries Developing presentations. Administration Officer/Executive Administration Team Leader/Office Supervisor Personal Assistant Secretary Progression opportunities Higher Apprenticeship in Business & Professional Administration Further or higher education such as a Foundation Degree in Business, Business Management or Business Administration Business and Management undergraduate programmes Business professional qualifications at Level 4 and above CASE STUDY Nick Wilson, Advanced Apprenticeship in Business Administration After being made redundant, 24-year-old Business apprentice Nick turned his life around when he landed an Apprenticeship with autism support charity, The Main Project. As part of his Level 2 qualification in Business Administration, Nick learnt new skills that resulted in him being given the responsibility and creative freedom to really get the most out of his position. Nick successfully achieved his qualifications and is now employed as an Advanced apprentice working in the office at National Skills Academy Process Industries, which he hopes will pave the way for a successful career in Business Administration.

7 Intermediate Apprenticeship Customer Service Level 2 This Apprenticeship will provide you with customer service skills that are transferable across sectors and can be applied to many job roles. You will learn, understand and demonstrate the key concepts of customer service and how to apply customer service knowledge and skills in the workplace. The course also includes Functional Skills in English and Maths. employment. Employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a can do attitude and have basic numeracy and literacy skills on which to build their customer service skills. Minimum 1 year. experience in the following key areas: Communicating effectively with customers face to face, in writing and by telephone Resolving problems and improving customer relations Promoting products and services Keeping records Gathering customer feedback Working as part of a team Developing technical skills according to job role. Customer Service Trainee/Assistant/ Representative/Agent Advanced Apprenticeship in Customer Service Other Advanced Apprenticeships such as Business & Administration, Retail, Hospitality and Travel & Tourism Further education to undertake customer service or business related qualifications 25

8 Advanced Apprenticeship Customer Service Level 3 This Advanced Apprenticeship will provide you with customer service skills that are transferable across sectors and can be applied to many job roles. You will learn, understand and demonstrate the key concepts of customer service and how to apply customer service knowledge and skills in the workplace. The course also includes Functional Skills in English and Maths. employment. Employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a can do attitude and have basic numeracy and literacy skills on which to build their customer service skills. Minimum 1 year 18 months. experience in the following key areas: Improving customer satisfaction Team leading Improving customer loyalty Gathering and analysing customer feedback Processing complaints Maintaining reliable customer service Promoting products and services. Customer Relationship Manager Customer Support Officer Customer Service Team Leader/ Co-ordinator/Supervisor Higher Apprenticeship in Contact Centre Management, Business & Professional Administration or Leadership & Management Further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centres or Retail Management 26

9 Intermediate Apprenticeship IT, Software, Web & Telecoms Professionals Level 2 This Apprenticeship introduces the learner to the skills and knowledge required to be an IT Technician. The course is tailored to the specific duties and skills expected by employers and the majority of the work will be evidenced using a hands on practical approach and recording evidence of efficient completion of these practical tasks at work. The course also includes Functional Skills in English and Maths. employment. Ideally candidates will have four GCSEs at grade D or above months. experience in the following key areas: Diagnosing faulty equipment and supply solutions Recognising and using correct tools Carrying out equipment audits Responding to and recording customer enquiries Developing customer interface skills. IT Technician (Hardware and Software) IT Technician (Diagnostics and Testing) Web Developer Creative Media Developer Advanced Apprenticeship and skilled status, which could then lead to university Understanding health and safety at work Repairing/replacing IT hardware Installing/upgrading software Creating a maintenance backup procedure 27

10 Intermediate Apprenticeship Retail Level 2 This Apprenticeship gives you the opportunity to develop a broad range of skills within the Retail sector a fast paced, diverse sector where keen, enthusiastic people are always in demand. You will gain skills from customer relations to merchandising, stock control to pricing, within food and non-food businesses. The course also includes Functional Skills in English and Maths. employment. A good level of English and Maths would be beneficial months. Apprentices will gain skills and experience in the following key areas: Working effectively in a retail team Placing goods and materials into storage Keeping stock on sale at required levels Processing customer orders for goods Processing returned goods Assembling products for display Picking products in a retail environment to fulfil customer orders Checking stock levels and solving problems with stock levels Displaying stock to promote sales Carrying out promotional campaigns. Sales Assistant Stockroom Assistant Advanced Apprenticeship in Retail 28

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