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Apprentice of the Year

 

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	I’ve recommended the training to members of my team. I’m now hoping to complete a Management Apprenticeship with Total People – work based learning gives you a fantastic feeling of achievement

Lewis Delaney has been working at SMART in Crewe for the last three years. SMART are a company that generate leads for sales teams in both the public and private sector, and Lewis is now employed as a Team Manager.

“When I first started the Level 3 in Contact Centre I was a Business Development Executive” says Lewis. “Now as Team Manager, I have 8 members of staff to look after; organising their Training and Development, qualifying and checking the quality of leads and ensuring the general happiness and administration of the team”.

Total People already had learners in SMART, so when Lewis approached his Manager about his personal development, he was advised to speak to a Total People Training Adviser.

“He suggested that I complete the Contact Centre Level 3 qualification,” explains Lewis. “It’s been excellent. I knew most of the basics but completing the qualification helped me to understand why I was doing things”.

In order to complete the training, Lewis had regular meetings with his Total People Training Adviser, who set timescales for completing units and observed Lewis at work. “The qualification is all about proving what you do on a daily basis so whilst it is still a challenge the work is realistic. My Training Adviser was always available if I needed him and I felt fully supported by Total People”.

Since completing the qualification, Lewis received a promotion. “The training definitely assisted my progression” he says. “I’ve recommended the training to members of my team. I’m now hoping to complete a Management Apprenticeship with Total People – work based learning gives you a fantastic feeling of achievement”.

What is an Apprenticeship?

An apprenticeship is a work-based learning programme designed to give you the skills and knowledge needed to develop your prospects and career in the industry. Achieving a Contact Centre qualification will give you valuable skills that can be transferred to any vocational area. To enable you to demonstrate that you can meet the national standards you will be trained in areas such as Dealing with Difficult Customers, Improving the Reliability of your Customer Service and Solving Customer Problems – all within a Call Handling environment. To be a Contact Centre Professional, you need to have excellent communication skills, enjoy dealing with people and be able to use your initiative to solve customer problems.

How do I find an Apprenticeship?

The first thing you need to do is to find a job. Contact Centre Apprenticeships are work-based which means you need to be employed before you can start your training.

There are many places you can go to find a job; Connexions, local papers, internet job sites, and Job Centre Plus. You can even try friends and family to see if they know anybody who may have a vacancy.

Once you have gained employment contact Total People!

What happens then?

Total People will send one of their Training Advisers out to you. They will sit down with both yourself and your employer to arrange your learning plan.

Your training may require you to attend one of Total People’s Training Centres. Your employer will give you time off to attend your classes and meet with your Training Adviser.

How long will it take?

The time taken to completing your NVQ depends upon you; how quickly you want to do it. However it normally takes around 12 - 18 months to complete.

The Technical Certificate is delivered alongside the NVQ via workbooks.

The other element of your Apprenticeship, Key Skills, takes around 12 months to complete, but again is dependant upon you!

Completing your Apprenticeship

Your Contact Centre Apprenticeship is made up from 3 core elements;

• NVQ
• Technical Certificate
• Key Skills

Your NVQ portfolio is like a work diary, it records your activities and experiences. Your portfolio is assessed to make sure you are competent. Your work will be assessed at your place of work.

The Technical Certificate gives you the underpinning knowledge needed to carry out the tasks of your NVQ.

Key Skills are similar to Maths and English GCSEs however, learning is focussed around Contact Centre. For example, you may be asked to analyse data regarding your customers!

Further Progression

Being qualified will open many doors to you. You will be able to show your employer that, along with being qualified, you have also shown commitment, dedication and professionalism. This could lead to promotion, higher rates of pay, and even managerial opportunities.

Many apprentices decide to progress their education through professional qualifications like ONCs, HNCs, and even degrees.

 

 

 

 

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