Apprenticeship standards

The Customer Service Practitioner Apprenticeship Level 2 is ideal for any role that involves delivering high quality products and services to the customers of an organisation. Customer service practitioners will acquire a transferable set of Knowledge, Skills and Behaviours (KSB) which can be applied across all sectors. 

For example:

• Customer Support Representative
• Customer Service Advisor
• Tills Assistant
• Helpdesk Technician
• Call Centre Advisor 

Occupation profile

Customer service practitioner Apprentices will provide high-quality customer service products and services for businesses and other organisations. This includes face-to-face, telephone, digital and written correspondence and communication. Apprentices will demonstrate exceptional customer service skills and behaviours in line with the wider organisational goals and policy.

Apprentices may be the first point of contact in their organisation and their key responsibilities include managing orders and sales, processing payments, offering advice and guidance, meeting and greeting stakeholders, effectively resolving problems, providing after care and continuously seeking to improve through feedback.

Apprenticeship duration

This Apprenticeship will typically take 13 months to complete for a full time Learner. Plus, a 3-month period to complete End-Point-Assessment (EPA). All Apprenticeship standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-job training

Off-The-Job Training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners usual contracted working hours. These hours are a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month.

The maximum OTJT for this qualification is 312 hours. This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship standard.

Career and qualification progression

Through this Customer Service Practitioner Level 2 Apprenticeship, the Learner will develop the key Knowledge, Skills and Behaviours to support their own progression. This role may be a gateway to future career opportunities such as in management.

With an appropriate role that can demonstrate new learning, the next steps could be to progress onto our Level 3 Business Administrator, Customer Service Specialist or Team Leader Apprenticeship.

The Customer Service Specialist Level 3 is ideal for any role that involves dealing with customer enquiries, purchases and complaints.

For example:

• Customer Service Specialist
• Front Desk
• Customer Service Supervisor

Customer Service Specialists will develop a highly transferable set of Knowledge, Skills and Behaviours that can be applied in all sectors. This includes small businesses alike, from the public sector, private sector, and charitable sector.

Occupation profile

Learners will become a ‘professional’ for direct customer support within all sectors and all organisation types, these may include contact centres, retail, webchat, service industry or any customer service point. 

Responsibilities include:

• resolving problems and answering queries to a high standard
• gathering and analysing data and customer information to influence changes and improvements in service
• having an awareness of digital technologies such as organisational and generic IT systems to carry out the role
• demonstrating strong leadership abilities

To be a successful Customer Service Specialist, Learners must be an expert in their organisation’s products and/or services, sharing their knowledge and wisdom with their wider team and colleagues. They must act as a referral point for dealing with and escalating more complex and/or technical customer problems.

Apprenticeship duration

This Apprenticeship will typically take 15 months to complete for a full-time Learner. Plus, a 3-month period to complete End-Point-Assessment (EPA). All Apprenticeship standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-job training

Off-The-Job Training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners' usual contracted working hours. These hours are a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month. The maximum OTJT for this qualification is 360 hours. This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship standard.

Career and qualification progression

Through Customer Service Specialist Level 3 Apprenticeship, Learners will develop the key Knowledge, Skills and Behaviours to support their progression. This role may be a gateway to future career opportunities such as management or supervising roles.

With an appropriate role that can demonstrate new learning, the next steps could be to progress onto our Level 3 Team Leader Apprenticeship.

The Teaching Assistant Apprenticeship Level 3 is ideal for any role that involves supporting teachers to enhance pupils’ progress and development. Teaching Assistants will work across all age ranges.

For example:

• Classroom Assistant
• Specialist Support
• Learning Support Assistant
• SEND Specialist 

Occupation profile

Learners will ensure pupils understand work and learning objectives, make progress, and display positive learning behaviours. They apply diverse strategies to support pupils of different abilities under professional direction and supervision of a qualified teacher. They may support learners with special educational needs and disabilities as well as with social, emotional, and mental health vulnerabilities.

Responsibilities involve delivering individual and small group teaching; planning under direction of a teacher; implementing safeguarding policies; working effectively with education professionals; and supporting development of a stimulating learning environment.

Learners will work in partnership with teachers, the education system and pupils’ parents or carers, working within a framework of national legislation regarding safeguarding.

Apprenticeship duration

This Apprenticeship will typically take 16 months to complete for a full time Learner. Plus, a 3-month period to complete End-Point-Assessment (EPA) All Apprenticeship standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-job training

Off-The-Job Training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners usual contracted working hours. These hours are a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month.

The maximum OTJT for this qualification is 384 hours. This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship standard.

Career and qualification progression

Through this Teaching Assistant Level 3 Apprenticeship, Learners will develop the key Knowledge, Skills and Behaviours to support their progression. This role may be a gateway to future career opportunities such as qualified teaching or specialised teaching.

With an appropriate role that can demonstrate new learning, the next steps could potential progression in the Education sector including Higher Level Teaching Assistant and Teacher. 

The Level 3 Business Administrator Standard is ideal for any job role which involves undertaking administrative tasks on a daily basis. 

For example:

• Office Administrator
• Administrative Assistant
• Personal Assistant
• Receptionist
• Business Coordinator

Occupation profile

Business Administrator Apprentices will gain a highly transferable set of Knowledge, Skills and Behaviours (KSB) that can be applied across the public, private and charitable sectors. 

In their role, Apprentices must develop, maintain and improve key administrative services, supporting and engaging with various branches of the organisation. Operating as part of a team, Apprentices will build key internal and external stakeholder relationships, and learn from those around them to enhance Knowledge, Skills and Behaviour proficiency. They will also be expected to work independently, taking responsibility for the outcomes of their work. Apprentices will be fully supported by their Employer and WTS.

Business Administrators must convey professional communication and customer service skills, manage their time and priorities effectively and exhibit strong problem-solving and decision making skills. They must demonstrate a positive attitude and deliver their responsibilities with integrity and efficiency. Moreover, they must demonstrate their understanding of essential business processes and align with the wider goals and values of the organisation.

Apprenticeship duration

This Apprenticeship will typically take 15 months to complete for a full time Learner. Plus an additional 3-month period to complete End-Point-Assessment (EPA). All Apprenticeship standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-job training

Off-the-job training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners usual contracted working hours. These hours are a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month. The maximum OTJT for this qualification is 360 hours (15 days). This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship standard.

Career and qualification progression

Through this Business Administrator Level 3 Apprenticeship, Learners will develop the key Knowledge, Skills and Behaviours to support their progression. This role may be a gateway to future career opportunities such as management or senior support.

With an appropriate role that can demonstrate new learning, the next steps could be to progress onto our Level 3 Team Leader Apprenticeship Standard.

The Level 3 Team Leader Standard is ideal for roles where there is a need for first-line management, support or supervision for teams and senior management. This role exists in organisations of different size and scale, and those in the public, private and third sectors across all areas of the economy.

For example:

• Team Leaders
• Supervisors
• Assistant/ Deputy or Junior Managers

Occupation profile

This Standard will equip Apprentices with the Knowledge, Skills and Behaviours (KSB) necessary to lead and manage a team effectively. Team leaders manage or supervise individuals, teams, or elements of a project, or a combination of these. They will be responsible for overseeing operations and projects, providing direction, guidance and instructions to achieve clearly defined goals. Apprentices may work as part of a network or in various team settings and understand how their role impacts the wider organisational structure. They will collaborate with internal stakeholders and departments, including operations, human resources, finance, legal, IT, sales and marketing etc. The role also involves engaging with external stakeholders such as customers, partners, sponsors, clients and suppliers. 

Key responsibilities include, delivering plans; monitoring workloads and resources; resolving problems; and building and maintaining internal and external stakeholder relationships. In addition to this, they will often guide the decision of others which might include collecting and interpreting data to identify trends, analysing resources, and finding solutions to save the organisation money and time.

Apprenticeship duration

This Apprenticeship will typically take 15 months to complete for a full time Learner. Plus an additional 3-month period to complete End-Point-Assessment (EPA). All Apprenticeship standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-job training

Off-the-job training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners usual contracted working hours. These hours are a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month. The maximum OTJT for this qualification is 360 hours. This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship standard.

Career and qualification progression

Through this Team Leader Level 3 Apprenticeship, Learners will develop the key Knowledge, Skills and Behaviours to support their progression. This role may be a gateway to future career opportunities such as management roles.

With an appropriate role that can demonstrate new learning, the next steps could be to progress onto our Level 5 Operations Manager Apprenticeship. 

The Level 5 Operations Manager Apprenticeship is ideal for anybody who manages an individual, team and/ or projects in line with private, public or voluntary organisation's operational or departmental strategy. 

For example:

• Area or Regional Manager
• General Manager
• Operations Manager
• Project Manager
• Departmental Manager

Occupation profile

Learners will develop a highly transferable set of Knowledge, Skills and Behaviours (KSBs) which can be applied in all sectors. Operations Managers perform leadership and management duties with senior managers and teams to ensure they are fulfilling their roles. They are essential in leading, managing and supporting an organisation; offering direction, instructions and guidance to achieve all organisational goals and maximum efficiency. 

Key responsibilities include taking accountability for developing team members, planning and managing projects, reviewing workloads and resources, making decisions and problem solving, delivering operations plans and building internal and external stakeholder relationships. Learners must demonstrate that they can manage colleagues across various internal department, including operations, human resources, finance, legal, IT and marketing etc. Likewise, they must show they can professionally engage with external stakeholders such as customers, partners, clients and suppliers. Moreover, they are expected to work in diverse workplace environments varying from onsite locations to remote locations.

Apprenticeship duration

This Apprenticeship will typically take 23 months to complete for a full time Learner. Plus, a 5-month period to complete End-Point-Assessment (EPA) All Apprenticeship standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-job training

Off-the-job training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners usual contracted working hours. These hours are a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month.

The maximum OTJT for this qualification is 552 hours (23 days). This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship standard.

Career and qualification progression

Through this Operations Manager Level 5 Apprenticeship, Learners will develop the key Knowledge, Skills and Behaviours to support their progression. This role may be a gateway to future career opportunities, such as senior management roles.

With an appropriate role that can demonstrate new learning, the next steps could be to progress onto the Chartered Management Institute for Member and/or Chartered Manager status where the Learner can evidence 3 plus years of previous management experience.

The Accounts or Finance Assistant Apprenticeship is ideal for Learners who are maintaining an efficient and accurate finance function within a business.

For example:

• Accounts Assistant
• Accounts Payable Clerk
• Assistant Bookkeeper
• Cost Accountant Assistant

These roles can be found in small, medium, large or global organisations. For example, Learners may work in the accounts or finance department of a company, a solo owned business or partnership. In the public sector they may work in settings such as the local government, hospitals and schools. Or they may work within a firm of accountants.

Occupation profile

This role involves carrying out accounting and finance tasks to support the creation of items like financial statements and other data. Tasks also include financial data entry, reconciling figures, trial balances, double-entry bookkeeping, handling accounts payable and receivable.

Responsibilities include assisting accountants with routine duties like financial and accounting data entry and basic bookkeeping, using digital finance and accounting systems to collate and enter data.  They will work under supervision to contribute towards the creation of accurate financial statements and data to help the organisation run effectively.

In their daily work, Learners will interact with a range of internal and external stakeholders like colleagues, supervisors, managers, clients and customers, suppliers, lenders and government agencies.

Apprenticeship duration

This Apprenticeship will typically take 16 months to complete for a full time Learner. Plus, a 3-month period to complete End-Point-Assessment (EPA). All Apprenticeship Standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-job training

Off-the-job training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners usual contracted working hours. These hours are mandatory and a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month.

The maximum OTJT for this qualification is 384 hours (16 days). This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship Standard.

Career and qualification progression

Through this Accounts or Finance Assistant Apprenticeship, Learners will develop the key Knowledge, Skills and Behaviours to support their progression. This role may be a gateway to future career opportunities such as accountancy.

With an appropriate role that can demonstrate new learning, the next steps could be to progress onto our Level 3 Assistant Accountant Apprenticeship.

The Assistant Accountant Level 3 is ideal for any Learners carrying out routine financial activities and support for an organisation.

For example:

• Accounting Technician
• Bookkeeper
• Assistant Accountant/ Clerk

Occupation profile

The purpose of this occupation is to support internal and external customers in the administration of their financial and accounting activities. Learners may work as an assistant accountant or alternatively within the finance function of an organisation.

Responsibilities include data entry to month end management accounts and end-year financial statements. Additionally, Learners may get involved with regulatory financial requirements such as completion of VAT returns or assisting in the preparation of tax computations. 

Learners will interact with a wide range of internal and external stakeholders to deliver accurate and timely accounts services. They may liaise with software departments, or houses, where the accounts system is hosted externally. Learners will be responsible for managing their workload and time while reporting to a more senior accountant.

Apprenticeship duration

This Apprenticeship will typically take 19 months to complete for a full time Learner. Plus, a 3-month period to complete End-Point-Assessment (EPA) All Apprenticeship standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-job training

Off-the-job training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners usual contracted working hours. These hours are a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month.

The maximum OTJT for this qualification is 456 hours (19 days). This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship standard.

Career and qualification progression 

Through this Assistant Accountant Level 3 Apprenticeship, the Learner will develop the key Knowledge, Skills and Behaviours to support their own progression. This role may be a gateway to future career opportunities such as senior and management roles.

With an appropriate role that can demonstrate new learning, the next steps could be to progress onto our Level 4 Professional Accounting or Taxation Technician Apprenticeship.

The Professional Accounting Technician Apprenticeship Level 4 is ideal for any Learners working in accountancy, finance, tax and bookkeeping.

For example:

• Assistant Auditor 
• Assistant Accountants 
• Personal Tax Assistant

Professional Accountants Technicians have a highly transferable set of Knowledge, Skills and Behaviours across all sectors. These roles are found in organisations of all sizes whether small, medium, large, or global. This Apprenticeship covers two areas of specialism, accounting and tax.

Occupation profile

Learners must utilise knowledge of the business systems and processes, as well as standard accounting and tax practices. They will create, verify and review accurate and timely financial information within the organisation they are employed or on behalf of another organisation.

Responsibilities of an Accounting Technician include preparing tax calculations, preparing government forms, understanding and complying with filing deadlines, and document client paperwork.

Responsibilities of an Accounting Technician include understanding and/or validating the accounting standards for basic accounts preparation and/or the drafting and preparing financial statements.

Learners will work alone as well as in, or supervise, a team. These roles may exist in accounting practices, professional services companies, HMRC or the accounting function of an organisation.

Apprenticeship duration

This Apprenticeship will typically take 22 months to complete for a full-time Learner. Plus, a 3-month period to complete End-Point-Assessment (EPA) All Apprenticeship standards require the Learner to complete an EPA to successfully achieve the Apprenticeship.

Off-the-Job training

Off-the-job training (OTJT) is the learning undertaken outside of the day-to-day work duties. This will take place within Learners usual contracted working hours. These hours are a legal requirement and must directly be relevant to the Apprenticeship and must take place every calendar month.

The maximum OTJT for this qualification is 528 hours (22 days). This training gives Learners the time to focus on and develop the required Knowledge, Skills and Behaviours to achieve this Apprenticeship standard.

Qualification and career progression 

Through this Professional Accounting Technician Level 4 Apprenticeship, Learners will develop the key Knowledge, Skills and Behaviours to support their progression. This role may be a gateway to future career opportunities such as senior accountants or management roles.

Successful completion of this Apprenticeship allows Learner registration with several UK professional bodies in this sector.