leicester college - employers' guide 2014/15 - business and customer service section

Call 0116 224 2240 for further information or visit leicestercollege.ac.uk10

A trained confident workforce is at the heart of any successful business. Staff that are trained in current business, customer service and accounting techniques provide a valuable infrastructure for all businesses.

Our industry experienced business, customer service and accounting trainers deliver flexible training programmes which can be delivered in the workplace. Our training has been designed to ensure individuals are trained in current business and accounting practices, utilising industry standard software and packages.

We are also a member of the Peter Jones Enterprise Academy which can help support your employees with developing new entreprenurial ideas.

We can provide training programmes suitable for new recruits, through to programmes to develop the skills and potential of existing employees.

BUSINESS AND CUSTOMER SERVICE

11Is your workforce eligible for ESF free training? See page 4 for details

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Accountancy

Apprenticeships

An Apprenticeship is a work based training programme which allows employees to complement the skills that they learn, develop and use within the workplace with theoretical knowledge gained at College.

Training outcomesOn completion employees will achieve:• a NVQ in their chosen occupation (NVQ Level 2 for

Intermediate Apprenticeships and NVQ Level 3 for Advanced Apprenticeships and NVQ Level 4/5 for Higher Apprenticeships)

• technical certificates relevant to their occupation and level of work

• Functional Skills in English and maths• workplace Health and Safety knowledge.

AssessmentAssessment is undertaken in the workplace and at College. Employees should demonstrate competence across various work-based tasks and compile a portfolio of evidence.

Accountancy (AAT) Intermediate Apprenticeship

Course Code: C2410 Fees: 1 Start Date: Any time through the year Level: 2

What is the training about?This training is designed to increase the employee’s existing manual accountancy skills and develop accounts to understand the needs of the organisation, customers and sector in which they operate.

Who should attend?Employees must be currently in post within the sector.

Duration12 to 24 months depending on the employee, though 18 months is the average programme length.

ProgressionSuccessful employees can progress onto the Advanced Apprenticeship in Accountancy.

Accountancy (AAT) Advanced Apprenticeship


What is the training about?This trains accountants who work for accountancy firms or in finance divisions within other organisations to Level 3.

Who should attend?Employees should be employed either as a trainee accounting technician or assistant accountant.

Duration18 to 24 months depending on the employee.

ProgressionSuccessful employees can progress on to the Level 4 Higher Apprenticeship in Accountancy or Foundation Degree in Accounting.

Accountancy Higher Apprenticeship

Course Code: C2418 Fees: 1 Start Date: Any time through the year Level: 4/5

What is the training about?During this training you will study for the Level 4 AAT Accounting Diploma part time in College, while spending the remainder of the week in the work place.

Who should attend?Employees need to be aged 16 or over and hold five GCSEs at grade C or above, including English and maths. Employees will need to have completed a Level 3 accounting qualification or have relevant equivalent experience.

Duration12 to 18 month duration depending on the employee.

ProgressionEmployees could progress to full membership of the Association of Accounting Technicians and then complete an accounting qualification with a chartered body such as the ACCA. Progression could be employment as an accounts clerk, credit control assistant, finance assistant or purchase ledger clerk in any type of business or industry.

ESFFree

training

Impact Ducting is a company that has embraced its partnership with Leicester College. In addition to recruiting and training apprentices, they also train their other staff in Business and Customer Service, amongst other courses.

Darren Robinson, Managing Director for Impact Ducting said the benefits of training their staff are twofold.

“Having better trained staff is obviously very beneficial and good for the company as it helps increase productivity. Also, from an individual level, I have seen members of my staff grow in self-esteem. They are more self-confident by going through the programmes and courses offered by Leicester College.”

“We are delighted to congratulate Impact Ducting on winning the Newcomer SME of the Year Award at the National Apprenticeship Awards Regional Final.”

Impact Ducting Business and Customer Service

1 Costs for training with this symbol are dependent on employee’s age.

Please call 0116 224 2240 for more details.

About our fees

Call 0116 224 2240 for further information or visit leicestercollege.ac.uk12 13Is your workforce eligible for ESF free training? See page 4 for details

Business Administration

Apprenticeships

An Apprenticeship is a work-based training programme which allows employees to complement the skills that they learn, develop and use within the workplace with theoretical knowledge gained at College.


Intermediate Apprenticeships, NVQ Level 3 for Advanced Apprenticeships and NVQ Level 4/5 for Higher Apprenticeships)


• Functional Skills in English, maths and ICT• workplace Health and Safety knowledge.


Business Administration Intermediate Apprenticeship


What is the training about?The training consists of a Diploma in Business and Administration, Functional Skills English, maths and ICT at Level 1.

Who should attend?Employees will need to be working in an administrative position.


ProgressionAfter successful completion of this training employees can then progress to an advanced apprenticeship or to a position of more responsibility within your organisation.

Business Administration Advanced Apprenticeship


What is the training about?The training consists of a Diploma in Business Administration and Functional Skills maths, English and ICT Level 2.

Who should attend?Employees will need to be employed in business administration and have some experience in the field. Employees may have already completed an Intermediate Apprenticeship.

DurationTwo years.

ProgressionEmployees could progress to the Higher Apprenticeship in Business Administration which incorporates the HNC Diploma in Business or the Higher Apprenticeship in Innovation and Growth. Employees may be able to progress in their careers to roles including office manager, administrator, team leader, personal assistant or a wide range of managerial roles within business.

Accounting AAT Diploma (Evening)

Course Code: C0192 Fees: 3Start Date: 2 September 2014 Level: 3

If your employee is aged 24 or over, 24+ Advanced Learning Loans are available. Please see page 67 for further details.

What is the training about?This diploma is a professional and well recognised accounting technician qualification, providing a practical approach to accounting work. During their studies employees will be required to study the following subjects: financial accounts, prepare profit and loss balance sheet, prepare costs and revenue reports, prepare cash flow forecast, prepare VAT returns, apply professional ethics in accounts and finance, use spreadsheets in accounting and finance. Employees may also be required to undertake Functional Skills IT and English as part of their chosen path of study.

Who should attend?It is aimed at employees who are seeking a professional and well recognised accounting technician qualification, providing a practical approach to accounting work.

Training outcomesEmployees will be competent to work as a financial accountant, an assistant financial accountant, a purchase ledger clerk, a sales ledger clerk or a general accounts clerk.

DurationSix hours per week in the evenings for 38 weeks.

AssessmentAssessment is through a mixture of examinations and continuous assessment.

ProgressionEmployees who have successfully completed AAT Level 3 can progress on to: AAT Level 4, a university degree such as an ACCA (Association of Chartered Certified Accountants), ACA (Association of Chartered Accountants) or a CIMA (Chartered Institute of Management Accountants) training.

Association of Chartered Certified Accountants (ACCA) Advanced Diploma

Course Code: C3269 Fees: 3Start Date: 2 September 2014 Level: 4


What is the training about?The ACCA Qualification is designed to provide the accounting knowledge, skills and professional values. There are six fundamental units comprising financial management, audit and assurance, financial reporting, taxation, performance management and corporate and business law.

Who should attend?It is aimed at employees who have already achieved the knowledge papers either by successful completion or exemption.

The Level 4 AAT Diploma or equivalent qualification or completion of a Finance Degree gives exemptions from the first three papers.

Training outcomesEmployees will be competent to work as a part qualified Accountant and will help you to build a successful career across all sectors making a valuable contribution to your organisation, whether in the public or private sector.

DurationOne day per week for 18 months.

AssessmentAssessment is through examinations.

ProgressionSuccessful completion at this level will allow you to progress onto Level 7 of the course (Professional Papers).

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93% of employers said that training had positively impacted their business

(Employer Survey 2014)

Business and Professional Administration Higher Apprenticeship

Course Code: C2419 Fees: 1 Start Date: Any time through the year Level: 4/5

What is the training about?During this training you will study for the Level 4 Diploma in Business Administration (QCF) in the workplace, while attending College to study for the HNC Diploma.

Who should attend?Employees will need to be aged 16 or over and have 5 GCSEs at Grade C or above, including English and maths. Employees will need to have completed a business/administration related qualification at Level 3 or have relevant equivalent experience.

DurationTwo years.

ProgressionEmployees could progress to various specialist training or onto a general business or management degree programme, or roles such as office manager, executive personal assistant, administration team leader or customer service manager.


3 For training marked with this symbol, the price will depend on the funding available.


About our fees

Missed a start date?It’s never too late. Call 0116 224 2240 for further course dates.


Accurate Minute Taking Certificate

Course Code: C0242 Fees: £120 Start Date: Any time through the year Level: 2

What is the training about?This training has been designed to equip those who minute meetings with the techniques, skills and confidence to prepare agendas, take accurate minutes and organise meetings.

Who should attend?This training is suitable for employees who would like to become more confident in taking minutes at meetings.

Training outcomesDelegates will be able to fulfil the role of minute taker, effectively prepare for meetings, follow the accepted format for writing minutes, use active listening techniques, produce an accurate set of minutes and gain approval and circulation of action points.

DurationOne day (the training can be delivered as two half days).

AssessmentEmployees will receive a College Certificate of Attendance.

ProgressionDelegates can progress to any business-related NVQ or VRQ programme such as ILM, Business Administration or Customer Service.

Principles of Business Administration Certificate


What is the training about?A mixture of mandatory and optional units is included, which employees must complete to achieve the overall qualification. The mandatory units cover generic knowledge which is needed for administrative roles, and the optional units allow the employee to specialise according to their own areas of interest.

Who should attend?This qualification is suitable for those employees who wish to gain knowledge of administration.

Training outcomesTo achieve the Level 2 Certificate in Principles of Business and Administration, the employee must complete a minimum of thirteen credits: 11 credits must be completed from the mandatory units and a minimum of two credits must be completed from optional units.

DurationAttendance will be a one week block.

AssessmentAssessment is by exams.

ProgressionThe course will enable delegates to progress on to the apprenticeship in Business Administration or if employed to an NVQ in Business and Administration.

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Principles of Business and Administration NCFE Certificate

Course Codes: C0788 Fees: £0Start Date: Any time through the year Level: 2

What is the training about?This distance learning course is delivered via a series of five workbooks and is offered on a roll-on roll-off basis and is suitable for those working in an administration role who would like to develop their business and administration skills. Who should attend?There are no academic requirements but attendees must be 19 and over and have lived in the EU for the past three years to qualify for funding.

Training outcomesThe course covers the following topics • principles of personal responsibilities and working in a

business environment • providing administrative services • managing information and producing documents • project management.

Duration16 weeks.

AssessmentAssessment is via coursework. Delegates are required to complete and return five work books, though these can be submitted via online assessment.

ProgressionOn completion of this course delegates could progress to a higher business related qualification or team leading at Level 2 or Level 3. This qualification will support delegates in their employment or to gain employment or promotion.

The economic contribution of Leicester College to the local business community in Leicester City and Leicestershire is £269.3 million per year.EMSI Economic Impact Values 2013

Business Administration Diploma


What is the training about?This training is aimed at employees who work as part of a team and ensure the provision of information and resources to others. Administrators need a broad range of skills to work efficiently and to help increase business productivity.

Who should attend?There are no formal entry requirements but employees must be in an administrative role within their organisation.

Training outcomesEmployees must complete a minimum of 45 credits – 21 from the following mandatory units: • communication in a business environment• principles of providing admininstration services• principles of business document production and

information management• understanding employer organisation• manage personal performance and development• develop working relationships with colleagues.

Employees then choose optional units relevant to their job role.

Optional units provide an opportunity to show understanding and skills in a variety of areas, including basic finance, IT and contributing to events.

DurationOne year.

AssessmentAssessment is continuous, employees will gather evidence from the workplace to demonstrate their competence.

ProgressionOn completion employees can progress to the Level 3 Diploma, if their job role allows, or to a position with more responsibility within the organisation such as a supervisory position.



About our fees

Distance

Learning





What is the training about?This training is designed to reflect the work of administration across a wide range of industries and types of organisations and for those with a high degree of autonomy and personal responsibility.

Who should attend?This training is aimed at employees who currently negotiate, supervise, manage and contribute to the running of an office.

Training outcomesTo achieve this training, employees must complete 58 credits – 27 from the following mandatory units:• Communicate in a business environment• Principles of business communication and information• Principles of administration• Principles of business• Manage personal and professional development.

Employees then choose optional units to suit their job role to add up to 31 credits.

DurationOne year.

AssessmentAssessment is continuous, employees will gather evidence from the workplace to demonstrate their competence.

ProgressionEmployees could progress to a Level 4 Diploma in Business and Administration or Foundation Degree, or to a role with additional responsibilities such as office manager, personal assistant or secretary.

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About our fees

95% of employers said that they would recommend Leicester College





What is the training about?This training is designed to reflect the work of administrative staff across a wide range of industries and types of organisations. It is for those who are working with autonomy and personal responsibility and who are developing, implementing and monitoring administrative services within their organisation.

Who should attend?There are no formal entry requirements for this training but employees need to be working in an administrative role.

Training outcomesFor the Level 4 Diploma, employees must complete a minimum of 57 credits: 18 credits from mandatory units which consists of: • Communicate in a business environment• Manage personal and professional development• Manage the work of an administrative function.• Resolve administrative problems

The assessor will help employees select the most appropriate optional units for their job role to comprise a total of 39 optional units.

DurationAbout one year, depending on the employee.

AssessmentAssessment is continuous, employees will gather evidence from the workplace to demonstrate their competence. ProgressionEmployees could move on to a Level 5 management qualification. Upon successful completion, employees can move to a higher level management/supervisory position within their organisation.

Business Higher National Certificate

Course Code: C0001 Fees: £2,000 per yearStart Date: 24 September 2014 Level: 4

What is the training about?It provides employees with a wide range of essential business skills intended to further career opportunities in the sector. The training consists of core and optional units which include: marketing principles, management financial resources and decisions, organisations and behaviour, business environment, aspects of contracts for business, and a research project.

Who should attend?Employees will need GCSE English at grade C or equivalent (without this they will be asked to complete a literacy test to the equivalent of GCSE). BTEC National Diploma/GNVQ Adv/AVCE in a related subject A2 qualifications. In addition we welcome applications from employees without these formal qualifications but with appropriate work experience.

Training outcomesEmployees will gain a comprehensive knowledge of the key elements of business management, plus the ability to apply their knowledge within the workplace.

Duration18 months.

AssessmentAssessment is continuous.

ProgressionEmployees may choose to progress to an HND top-up programme with the College which involves a further 12 months of study. Alternatively, they may choose to apply to progress on to a university for a top-up degree or progress onto the Higher Apprenticeship in Innovation and Growth. Employees could progress to a variety of interesting and worthwhile careers in accounting, financial services, personnel, public administration, retailing or sales and marketing.

Business (Top-up) Higher National Diploma

Course Code: C0004 Fees: £2,000 per yearStart Date: 24 September 2014 Level: 5

What is the training about?It provides a progression route for employees who already possess a Higher National Certificate (HNC) in Business and who want to achieve a Level 5 following this.

Who should attend?Employees will have already successfully achieved a Higher National Certificate in Business in order to apply for this programme.

Training outcomesUnits additional to the HNC are: business decision-making and business strategy, plus six optional units to be chosen from a variety of streams including finance, marketing, human resources and management.

DurationOne year.


ProgressionEmployees may progress on to further specialist Higher Education studies at university, such as a part-time degree or diploma in management studies.

Missed a start date?It’s never too late. Call 0116 224 2240 for further course dates.

Customer Service Intermediate Apprenticeship

Course Code: C2404 Fees: 1Start Date: Any time through the year Level: 2

What is the training about?This training will give employees insight into the importance of customer service and related policies and protocols.

Who should attend?Employees must already be in post in a customer service environment.


ProgressionSuccessful employees could progress on to an Advanced Apprenticeship or to a role with additional responsibility within your organisation such as customer relationship manager, customer team leader or supervisor.

Customer Service Advanced Apprenticeship


What is the training about?This training will enable employees to expand their skill set and knowledge in the field of customer service.

Who should attend?Employees should have experience in customer service and might have already completed an intermediate apprenticeship.


ProgressionUpon completion employees can move on to a Higher Level Apprenticeship programme in Business Administration or Leadership and Management. There are also related Further and Higher Education routes, such as foundation degrees. Employees could progress to roles such as senior customer service supervisor, customer service manager or other senior customer service related roles.

Customer Service KnowledgeNCFE Certificate


What is the training about?The course covers the key principles of good Customer Service. Who should attend?There are no academic requirements but attendees must be 19 and over and have lived in the EU for the past three years to qualify for funding.

Training outcomesThe course covers: understanding the organisation, prepare to deliver excellent customer service and communication in the customer service role. Employees are given 3 workbooks to complete and each one has an accompanying resource book.

DurationNine weeks via distance learning.

AssessmentAssessment is via coursework though this can be submitted via online assessment.

ProgressionThe qualification can be used towards the Level 2 QCF and Apprenticeship in Customer Service. Employees can use the knowledge gained from the course in their current role, for career progression and to gain employment.


About our fees

Customer Service

Apprenticeships

An Apprenticeship is a work based training programme which allows employees to complement the skills that they learn, develop and use within the workplace with theoretical knowledge gained at College.




• Functional Skills in English and maths• workplace Health and Safety knowledge.


If you are an employer looking to recruit an Apprentice, we can provide you with access to a pool of potential employees. Please call 0116 224 2240 for more details.

Distance

Learning

94% of employers said that Leicester College gives a value for money service



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Teamworking Skills

Course Code: C2648 Fees: £18Start Date: Any time through the year Level: 4

What is the training about?The course provides delegates with an understanding of what makes an effective member of a team/service.

Who should attend?The course is of relevance to all careers that involve working in team situations/with groups of people.

Training outcomesAttendees will recognise and understand the strengths required to be an effective team worker, how different abilities and skills contribute to successful completion of tasks and objectives and how to evaluate their own contribution to a team – what works well and what could be improved on.

DurationOne day

AssessmentAssessment is continuous via coursework.


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Principles of Customer Service Education Development International Certificate


What is the training about?The aim of this qualification is to provide knowledge and understanding which underpins customer service skills and performance. This qualification is relevant to all occupational areas in which customer service is provided, so may be suitable for employees who are working in, or interested in working in a wide range of different roles.

Who should attend?There are no formal entry requirements.

Training outcomesIt is suitable for employees who wish to:• acquire knowledge and understanding relevant to a

customer service role• progress a career and need the knowledge and

understanding to support that career• enter customer service roles in which they will carry out a

range of tasks under supervision• progress towards a competence based qualification,

such as the Level 2 NVQ Certificate in Customer Service or an Apprenticeship

To complete the EDI Level 2 Certificate in Customer Service employees must complete two mandatory units and achieve 13 credits.

The Mandatory Units: • delivery of Effective Customer Service • supporting the Customer Service Environment

DurationThe course runs for three hours per week over ten weeks.

AssessmentThe course will be assessed via coursework and examinations.

ProgressionEmployees may be able to progress on to the apprenticeship in customer service or if employed onto the NVQ 2 in customer service.

Customer ServiceNVQ Diploma


What is the training about?This training consists of mandatory units on communicating using customer service language and following the rules to deliver customer service, plus a choice of optional units from four themes: impression and image, delivery, handling problems and development and improvement.

Who should attend?It is aimed at employees who undertake a customer service role and recognises that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing.

Training outcomesEmployees will gain a clearer understanding of their responsibility within the organisation, develop new skills and recognise their existing skills. Employees can benefit from improved staff performance and motivation and better quality of service for clients.

Employees will cover the mandatory units:• delivering customer service• understanding customers• principles of customer service• understand employer organisations• manage personal performance developmentplus a range of optional units to fit the job role.

DurationOne year.

AssessmentAssessment is continuous and includes observation, oral and written questioning, witness testimony and portfolio-based evidence.

ProgressionEmployees can progress to a NVQ Level 3 Diploma in Customer Service if their job role allows this or to a role with more responsibility such as a customer service supervisor, team leader or manager.

Customer ServiceNVQ Diploma



What is the training about?This training recognises a range of skills and knowledge in the workplace. The training is flexible to enable employees’ skills to be adapted for a specific job and employer requirement.

Who should attend?Employees who are working in a company customer service or administration job role in a customer focused environment or those who provide a service to customers. You will be working in occupations that require interaction with customers via electronic methods.

Training outcomesEmployees will gain a clearer understanding of their responsibility within the organisation, develop new skills and recognise their existing skills. Employees can benefit from improved staff performance and motivation and better quality of service for clients.

Employees will cover the mandatory units:• organising and delivering customer service• understanding the customer service environment• understanding customers and customer retention• principles of business• manage personal and professional development• resolve customers’ problems.plus a range of optional units to fit the job role.

DurationOne year.

AssessmentAssessment is continuous and includes observation, oral and written questioning, witness testimony and portfolio-based evidence.

ProgressionEmployees could progress on to a Level 4 Diploma in Customer Service if their job role allows or to a higher position such as supervisor within their organisation.



About our fees

Customer Service Highfield Awarding Body For Compliance Award


What is the training about?This Award will provide the introductory knowledge to customer service in the hospitality, leisure, travel and tourism sector. The Award will be appropriate for people looking to work with internal and/or external customers. Who should attend?Employees should have at least Entry 3 / Level 1 English, or be working towards this.

Training outcomesThis short course is made up of three elements: 1. To raise awareness of the importance to an organisation of providing good customer service. 2 To understand the importance to an individual of providing a good customer service. 3 To understand the needs of the customer.

DurationOne day (on-site).

AssessmentAssessment is via examination.

ProgressionThis course will lead to progression to the Level 2 Certificate in Customer Service and it will support employees in their employment.

Easy, flexible and free training for your business where you see this icon.

This training is fully funded by the European Social Fund (ESF) so there is no cost to your business.*

ESFFree

training

*eligibility criteria apply

ESFFree

training


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Information, Advice and Guidance Certificate

Course Code: C1177 Fees: £811 Start Date: Any time through the year Level: 3

What is the training about?The course will provide employees with an overview of the interview model, review processes and how to refer appropriately.

Who should attend?In order to successfully enrol on this course employees must be employed in a relevant post with ideally a level 2 qualification or equivalent..

Training outcomesThe course is made up of approximately seven units including: • how to introduce the service • how to establish communication • action planning • review processes.

The last two units reflect referral and self-development for the adviser. The course is made up of observations, case studies, professional discussions and witness testimonies.

DurationThis is a 12 month course.

AssessmentThe course will be assessed via coursework.

ProgressionEmployees may be able to progress on to the apprenticeship in customer service or onto the NVQ 2 in customer service.

Information, Advice and Guidance NVQ


What is the training about?This course covers professional advice and guidance work. It is a work based learning course aimed at advisers in the field.

Who should attend?Employees who are working in some form of advisory role.

Training outcomesThe course requires gaining 37 credits based around advisory work including interviewing clients, networking, action planning, referral, review, caseload management and developing reflective practice. The course content will also cover careers guidance and counselling concepts

DurationThis is a 12 month course.

AssessmentThe course will be assessed via coursework.

ProgressionEmployees can develop their information advice and guidance skills and develop their interview techniques using a range of theoretical counselling perspectives.



About our fees

Innovation and Growth Higher Apprenticeship

Course Code: C2401 Fees: 1Start Date: Any time through the year Level: 4/5

What is the training about?This higher apprenticeship develops the next generation of innovative leaders and managers who grow with and make a difference to the business. The apprenticeship looks at ways of working, combining business modelling with innovation to make a positive impact on the company.

Who should attend?Employees should be able to demonstrate a basic understanding of how business works and the ways of doing business, as well as having strong number, literacy and communication skills on which to build.

Training outcomesEmployees will complete 10 mandatory units: Innovation and growth in organisations, use of financial information for planning, the Innovative mindset, principles of researching and testing innovative ideas, developing innovative business cases, innovation in action, change management, management decision-making, developing innovative ideas, and implementing innovative ideas, plus a range of optional units.

Duration12 to 24 months, depending on the employee.


ProgressionEmployees can move on to a range of enterprise and other professional qualifications at Level 6 and above, such as undergraduate or masters degrees in enterprise, management and leadership, business and business management.

Innovation and Growth

Apprenticeships

An Apprenticeship is a work-based training programme which allows employees to complement the skills that they learn, develop and use within the workplace with theoretical knowledge gained at College.




• Functional Skills in English, maths and ICT• workplace Health and Safety knowledge.




About our fees

For learners studying at level 3 at Leicester College, average lifetime earnings will be £717, 664 an increase of £94, 009 compared to level 2.EMSI Economic Impact Values 2013

leicester college - employers' guide 2014/15 - business and customer service section

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