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CUSTOMER INTERFACE
Andy Topham
Operations Manager
July 2013
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Agenda
• Introduction
• Andy Topham – Operations Manager
• Online Application
• Information, Advice and Guidance
• Application Process
• Customer Contact
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Applying for a 24+ Advanced Learning Loan
From April 2013, learners can register and apply online at:
https://www.gov.uk/advanced-learning-loans/how-to-claim
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Applying for a 24+ Advanced Learning Loan - cont
Video of the online application
• Learner/user testing vital part of delivery
• How SLC are monitoring and acting on
learner behaviour now that the application
is live
Available to view at:
http://www.lpservices.slc.co.uk/news-
and-upcoming-events/seminars.aspx
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Applying for a 24+ Advanced Learning Loan - cont
Downloadable versions of the application and accompanying notes are
available at: https://www.gov.uk/advanced-learning-loans/how-to-claim
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Applying for a 24+ Advanced Learning Loan
Key message: Learners should be encouraged to apply online - it’s quick and easy.
Hear from SLC within two weeks.
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Information, advice and guidance
24+ Advanced Learning Loans Programme have engaged the help
of a Marketing Agency, Kindred, to produce additional resources.
All resources can be found at:
www.practitioners.slc.co.uk/further-education/resources
This site is intended as a ‘one stop shop’ for materials.
Number of enhancements went live 14 June.
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Information, advice and guidance
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Information, advice and guidance
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Information, advice and guidance
Currently available….
• Fact sheets, Frequently Asked Questions, Key messages
• Quick guides
• Communications guidance
• Posters
• Storyboards
• Apps - eligibility and repayment
• Animated films
• Links to external sites
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Information, advice and guidance
Underway…
• Assessing effectiveness of resources available to date and
identifying gaps
– Online survey inviting feedback part of this work
– Desk audit
• Creating additional resources, including:
– Practitioner and learner journey checklists
– Actual learner case studies (written and film versions)
– Image library for colleges and training organisations to
use
– Explanatory diagrams – RPI, A levels
– Powerpoint template for use when talking to learners
• Communicating with employers including ‘What employers
need to know leaflet’
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Information, advice and guidance
Key messages:
•Keep revisiting the SLC practitioners’ site as existing resources are updated and new resources are made available.
•Let others in your organisation know about the resources available.
•Give feedback via the online survey.
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Application Process
• Learning and Funding Information Letter
• Request for information or evidence
• Automated reminders
• Eligible or Ineligible confirmation
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Customer Contact
• Specialist team created
• Knowledge Management
• Knowledgebase
• Customer Insight Monitoring
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Useful Contacts
• Customer Website
• www.gov.uk/advanced-learning-loans
• Practitioner Resource website
• www.practitioners.slc.co.uk/further-education/resources
• Online Application demo
• http://www.lpservices.slc.co.uk/news-and-upcoming-
events/seminars.aspx
• Call Centre
• 24+ Phone number 0845 24 020 24