01904 554277 york.learning@york.gov.uk

Business Administration, Customer Service and Management Qualifications

The Level 2 Business Admin qualification is for people who want to want to improve their administrative and supervisory skills in public or private sector organisations. A qualification in Business and Administration can help you succeed in a support role in any size or type of organisation.

These roles include:
• Secretary
• Receptionist
• Administrator
• Personal assistant

You can start this course on a date convenient to you. The assessment takes place through portfolio work. You will meet with your tutor on Zoom, with fellow learners, for training and support. This enables you to complete the course from the workplace or your home.
Your course will last approximately 12 months.

This course is an apprenticeship
This course qualifies for the Advanced Learner Loan.

The Level 3 Business Admin qualification is for people who want to work in administrative support roles in public or private sector organisations. A qualification in Business and Administration can help you succeed in a support role in any size or type of organisation.

These roles include:
• Secretary
• Receptionist
• Administrator
• Personal assistant
• Office supervisor/team leader
• Manager

You can start this course on a date convenient to you. The assessment takes place through portfolio work. You will meet, 1-1, with your tutor for training and support on Skype/Zoom/Email/Phone calls and, when possible, face to face at work or at home.
Your course will last approximately 12 months.

This course is an apprenticeship

The qualification is for anyone who is involved in any customer focused role in any industry.

The qualification covers a range of topics:

• Developing self to achieve targets and goals
• Recognition of regulations and legislation within
own organisation
• Principles of business
• Contributing to a customer focused experience
• Providing customer service
• Managing customer expectations

You can start this course on a date convenient to you. The assessment takes place through portfolio work. You will meet with your tutor on Zoom, with fellow learners, for training and support. This enables you to complete the course from the workplace or your home.
Your course will last approximately 12 months.

This course is an apprenticeship
This course qualifies for the Advanced Learner Loan.

The qualification is for anyone who is involved in any customer specialist role, such as customer service manager, customer service team leader and customer service executive. These could be in any types of environment including contact centres, retail, webchat, service industry or any customer service point.

As part of the role the customer specialist acts as a point of contact to support customers and colleagues with complex requests, complaints and queries, also implementing changes to improve services.

The qualification covers a range of topics:

• Developing self
• Customer service legislation, regulation, policies and procedures
• Effective team working
• Brand, image and reputation
• Business knowledge and understanding in a customer service environment
• Specialist customer service knowledge and skills
• Handling and resolving complex customer service issues
• Improvement to customer service delivery

You can start this course on a date convenient to you. The assessment takes place through portfolio work. You will meet, 1-1, with your tutor for training and support on Skype/Zoom/Email/Phone calls and, when possible, face to face at work or at home.
Your course will last approximately 12 months.

This course qualifies for the Advanced Learner Loan.

This qualification is ideal if you are have management responsibilities but no formal training, and are serious about developing your abilities. It’s particularly suited to practising team leaders seeking to move up to the next level of management, and managers who need to lead people through organisational change, budget cuts or other pressures.

Results for you
• Gain a range of key management skills
• Put new skills into practice in your own role
• Build your leadership capabilities
• Motivate and engage teams, manage relationships confidently
• Develop your leadership skills using your own knowledge, values and motivations.

Impact for your employer
• Effective and confident first-line managers
• Better relationships and communication in teams
• Measurable results: workplace-based assessment ensures new skills are effectively transferred to your business
• A broad range of optional units – qualification can be tailored to your organisation’s learning and development needs.

You can start this course on a date convenient to you. The assessment takes place through portfolio work. You will meet, 1-1, with your tutor for training and support on Skype/Zoom/Email/Phone calls and, when possible, face to face at work or at home.
Your course will last approximately 12 months.

This course qualifies for the Advanced Learner Loan.

This qualification is designed for project managers, department heads, and other practising middle managers. Develop your skills and experience, improve your performance and prepare for senior management responsibilities.

Results for you
• Use core management techniques to drive better results
• Develop your ability to lead, motivate and inspire
• Provide strategic leadership as well as day-to-day management
• Benchmark your managerial skills
• Raise your profile in your organisation

Impact for your employer
• Encourage strategic thinking at this level of management, to foster business improvement
• Engage middle managers with training and development – this qualification is designed to provide clear, measurable benefits to career-minded professionals
• Customise this qualification to your development needs

You can start this course on a date convenient to you. The assessment takes place through portfolio work. You will meet, 1-1, with your tutor for training and support on Skype/Zoom/Email/Phone calls and, when possible, face to face at work or at home.
Your course will last approximately 12 months.

For more information, contact Tracy on 07743 429950 or tracy.gowlett@york.gov.uk.