Entry Requirements: There are no pre-requisite entry requirements for this programme.
Role Overview - The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries You are often an escalation point for complicated or ongoing customer problems As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point
WELCOME
Welcome to East Sussex College (ESC) on your apprenticeship programme. We work collaboratively with employers in delivering the job training and qualifications that apprentices need to complete their learning programme. ESC is a strong and trusted provider in the region delivering over 50 different apprenticeships.
Our values include Positivity, Respect, Opportunity, Unity and Diversity..
ESC sees apprenticeship development as a key opportunity to support and provide opportunities for local people to secure quality work and training and more closely link to employers, ensuring that they can meet their current and future skills and employment needs.
Our employer survey showed 94% of employers would use ESC for future training of apprenticeships, 96% thought ESC had been responsive to their requirements, and 86% thought ESC staff delivered their training to the apprentice with a high degree of professionalism.
WHATISANAPPRENTICESHIP?
An apprenticeship is a structured training programme that will allow you to gain practical skills and work experience while earning a wage It combines on-the-job training with classroom-based learning (if required) to help apprentices develop the knowledge, skills, and behaviours needed for their occupation
Key Aspects of an Apprenticeship:
Work Experience: Apprentices spend the majority of their time working alongside experienced professionals, learning the trade or profession directly in the workplace. This hands-on experience is crucial for developing the practical skills required in the industry.
Educational Component: Alongside the work-based learning, apprentices also attend classes or training sessions to gain theoretical knowledge related to their chosen field. This can be delivered through day release, block release, or online learning, depending on the employer and training provider.
Duration: Apprenticeships can last anywhere from 12 months to several years, depending on the level and complexity of the apprenticeship.
Levels: Apprenticeships are offered at different levels, ranging from Level 2 (equivalent to GCSEs) to Level 7 (equivalent to a Master's degree). The level you start at depends on your current qualifications and the industry you're entering.
Qualification: Upon successful completion of the apprenticeship, you'll receive a nationally recognised qualification
Earnings: Apprentices are paid a wage for the duration of their apprenticeship The minimum wage for apprentices is set by the government, but many employers choose to pay more than this, particularly as apprentices gain more experience You can find out the current minimum wage here: https://www gov uk/national-minimum-wage-rates
Eligibility: To be eligible for an apprenticeship in the UK, you must be at least 16 years old, not in full-time education, and living in England
Apprenticeship Agreement: Apprentices will enter into an Apprenticeship Agreement with their employer, outlining the training, skill development, and support that will be provided, as well as the conditions of employment
Off-the-Job Training: At least 20% of the apprenticeship must be spent on off-the-job training This can include attending classes, training sessions, or completing assignments and projects.
End-Point Assessment (EPA): At the end of the apprenticeship, apprentices will undergo an End-Point Assessment, which tests the knowledge, skills, and behaviours they've developed during their training. This can include exams, practical tests, or projects, depending on the apprenticeship standard.
DELIVERYMETHODS
At East Sussex College, apprenticeships can be delivered in different formats to suit the needs of both the apprentice and the employer. The two primary types of delivery are discreet and hybrid
Discreet
As part of your apprenticeship, you will be required to attend group workshops which are typically once a month The workshop will be a mixture of face-to-face sessions and online sessions This is an excellent opportunity to meet other apprentices studying with ESCG. The content of the workshops will support the development of your knowledge, skills and behaviours (KSB) of your chosen apprenticeship standard and support you in achieving your end point assessment. Your assessor will provide you and your employer with the key dates at interview.
Hybrid
As part of your apprenticeships, you will be required to attend college once a week, twice a month, or by block (Gas Network Apprentices Only) to receive industry expert training for your chosen apprenticeship This training will support the development of your knowledge, skills and behaviours of your chosen apprenticeship standard and support you in achieving your end point assessment. Your assessor or the WBL Team will advise you on the chosen day of attendance for your apprenticeship at interview.
YOUREASTSUSSEXCOLLEGETEAM
You will be supported by a range of college staff during your time on your apprenticeship While you are a student at ESC, we want to ensure you are supported to succeed The teams and roles below show a few key staff who you will come into contact with during your apprenticeship journey.
The Business Development Team: This team will be the initial contact between you, your employer, and the Apprenticeship team. They will support you with the necessary information you will need before you enrol onto an Apprenticeship and will be the team who will help you with any change of employer that you initiate or to help you find a new employer should your current circumstances change
The Work-Based Learning Team: This team will be your support network for all aspects of your Apprenticeship They will help you with any questions or aspects outside of your main apprenticeship programme and will be the team who will support you if you need to change your employer or find a new employer during your apprenticeship.
Your assessor: These are staff who are experts in your chosen Apprenticeship They will guide you through your Apprenticeship, providing you with the necessary knowledge and skills to succeed.
Course Leader: If you are on a programme that requires day release or block release, you will also have a Course Leader who will show you the practical, hands-on skills in the subject you are studying This will be the course leader and is predominantly in Construction and Engineering subjects, among some others. This person will be there to give you the specialist knowledge required to gain vocational competency in your chosen field and is on hand to help with any aspect of the core curriculum needed to work through your apprenticeship
YOURAPPRENTICESHIPJOURNEY
Your assessor, tutor or the work-based learning team will discuss the above with you in more detail and support you on your apprenticeship journey
WORKINDUCTION
Your employer should complete a full induction with you, which clearly explains their expectations. This should cover essential information, such as:
• Health and safety
• Fire procedures
• Accident and emergency
• Equal opportunities and anti-discrimination policies
• Risk assessments
• Employment rights and responsibilities
• Confidentiality policies
• Your company structure and who their supervisors and managers are
• Complaints procedure
• Apprentices will receive any training which they will need in order to perform their duties safely.
• Employers must provide a safe environment which complies with all relevant legislation.
• Apprentices should be made aware of Health and Safety and Hygiene legislation.
SKILLS,KNOWLEDGEANDBEHAVIOURS
In the context of apprenticeships, skills, knowledge and behaviours (SKB’s) are the core competencies that you as an apprentice are required to develop and demonstrate, to successfully complete your apprenticeship and achieve a recognised qualification in your chosen field
Knowledge: Knowledge refers to the theoretical understanding and awareness an apprentice must possess about their industry or specific role. This can include:
Principles, concepts, and techniques relevant to the occupation
Understanding of industry standards and regulations.
Familiarity with the tools, materials, and technologies used in the job.
Awareness of health and safety practices.
Skills: Skills encompass the practical abilities an apprentice must develop to perform their job effectively These skills are typically gained through hands-on experience and practice. Examples include:
Technical skills specific to the trade or profession
Problem-solving and decision-making abilities
Proficiency in using industry-specific tools and equipment
Effective communication and teamwork capabilities.
Behaviours: Behaviours pertain to the attitudes and professional conduct expected of an apprentice in the workplace This includes:
Professionalism and a positive work ethic.
Adaptability and resilience in different situations.
Commitment to continuous improvement and lifelong learning.
Collaboration and respect for colleagues and customers
To find out the skills, knowledge and behaviours specific to your apprenticeship, please see the below link:
If you require a break-in-learning, for example: illness, maternity or other personal reasons(for more than 30 days). Please inform your employer in the first instance and ask them to email your assessor regarding the circumstances and the required absence period, so they can complete the required paperwork.
Changeofemployer
If for any reason you need to change your employer during your Apprenticeship, it is extremely important that you please speak to your assessor or your East Sussex College Team BEFORE you make this move. We will be able to talk you through next steps and help ensure arrangements can be made where possible for you to continue your apprenticeship programme
For your own wellbeing and for the government who is funding your Apprenticeship we must know where you are working at all times and ensure that we have all of the correct details about your new employer. The college team will be able to talk you through all your options, give you support and guidance and ensure that your move enables you to continue on your Apprenticeship programme
ASSESSMENT
For students undertaking an apprenticeship, understanding on-programme assessments and End-Point Assessments (EPA) is crucial Here's a breakdown:
On-Programme Assessments:
These are assessments conducted throughout your apprenticeship journey They gauge your progress and competency in the skills and knowledge required for your chosen occupation
On-programme assessments can take various forms, such as written tests, practical demonstrations, coursework, or workplace observations.The purpose is to ensure you're developing the necessary skills and meeting the standards set by your apprenticeship program.
End-Point Assessment (EPA):
EPA is the final assessment at the end of your apprenticeship. It's designed to test whether you've achieved the required skills, knowledge, and behaviors outlined in the apprenticeship standard.
EPA is typically conducted by an independent assessment organization (IAO) approved by the government or relevant industry body.The format of EPA varies depending on the apprenticeship, but it often includes a combination of assessments such as practical tasks, interviews, presentations, and written exams.
Successfully passing the EPA demonstrates that you're fully competent in your chosen occupation and ready to work without supervision
Tips for Success:
Stay Organised: Keep track of your progress throughout the apprenticeship, ensuring you're meeting all requirements and deadlines for on-programme assessments
Seek Support: Don't hesitate to ask your employer, assessor or mentor for guidance and support whenever needed
Practice and Prepare: Prior to the EPA, familiarise yourself with the assessment criteria and undertake any preparation activities recommended by your assessor
Stay Calm: EPA can be challenging, but stay focused and confident in your abilities Take your time to answer questions and demonstrate your skills to the best of your ability
By understanding and effectively navigating on-programme assessments and EPA, you'll be well-equipped to succeed in your apprenticeship and kickstart your career in your chosen field.
PROGRESSREVIEWSANDMONITORING
REVIEWS
At least every 10-12 weeks the Assessor Trainers will review your progress of the apprenticeship
The review will cover the training in College and/or in the workplace and comments will be made about any mandatory qualifications, Maths and English and the development of knowledge skills and behaviours and off-thejob-training. The Assessor Trainer will also check with you that your Health & Safety and Equal Opportunities arrangements have not changed,and you understand our Safeguarding and Prevent duty of care
STUDENT VOICE
We value your feedback because it enables us to create the best possible student experience. There will be a number of opportunities throughout your course to provide feedback, including an Induction Survey and the Exit survey. We will also
Request feedback from SMS messages
Have the opportunity to attend student voice conferences throughout the year
Drop into some of your lessons/workshops
Select a Student Representative for each apprenticeship to attend the Student Conferences and give your apprenticeship a voice.
OFF-THE-JOBTRAINING
Off-the-job training (OTJ) is defined as learning which is undertaken outside of the normal day- to-day working environment and leads towards the achievement of an apprenticeship. This can include training that is delivered in your normal place of work but must not be delivered as part of your normal working duties.
The off-the-job training could include the following:
The teaching of theory (for example: lectures, role playing, simulation exercises, online learning or manufacturer training),
Practical training: shadowing, mentoring, industry visits and attendance at competitions
Learning support and time spent writing assessments and assignments.
Revision time
Off-the-job training does not include:
English and Maths
Progress reviews or on-programme assessment needed for an apprenticeship standard,
Training which takes place outside your paid working hours. Training or learning activities not directly linked to skills, knowledge and behaviours of your chosen standard
The off the job training must be recorded in the smart assessor ePortfolio and will be monitored by the College as well as your Employer.
SMARTASSESSOR
All of your work and feedback will be uploaded to your online portfolio. This is where you have your portfolio and showcase for your apprenticeship Everything is uploaded and kept here:
Off-the-job training Assignments
Portfolio work
Work reviews
Certificates
CV Profile
EPA Gateway evidence Achievements
PERSONALDEVELOPMENT
We know that as you progress through your Apprenticeship you will gain new skills and confidence which we are sure will enable you to grow into a valuable member of the workforce and also within your community.
With the support of your assessor/tutors you will have access to many wider skills and experiences that will open lots of new opportunities and maybe unlock some hidden talent or interests!
In addition, during your apprenticeship, we will also support you to look at your career development which could fcus on transferable skills, life skills and your ongoing career aspirations. This may mean progressing in your current employer and looking at life beyond your apprenticeship, ensuring you are aware of how your time as an apprentice could help positively shape your life now or way into the future.
ADDITIONALSUPPORT
SAFEGUARDINGANDPREVENT
You will also be given a Safeguarding workbook that has lots of important information that will help to keep you safe both at work and in your daily life. please take the time to work through the book as the topics will be embedded to your learning journey and will underpin your experience as an apprentice as you develop.
When you are with your assessor speaks to you about different topic you will begin to understand yours and others’ rights and responsibilities toward Health & Safety, wellbeing, Safeguarding, Prevent and Equality and Diversity both for your own protection and others around you.
LEARNINGSUPPORT
We recognise that all apprentices learn differently and that there are ways we can support apprentices with any kind of learning difficulty or disability We have a comprehensive additional support facility that can provide a wide range of assistance.
If you have not already disclosed anything that may have an impact on your learning, then we strongly recommend that you do so, In confidence and in advance so that we can make the necessary arrangements to fully support you to succeed.
CAREERSADVICEANDGUIDANCE
As you approach the end of your apprenticeship, it's important to start planning your next steps to ensure a smooth transition into full-time employment or further education Here are some tips and resources to help you navigate this crucial phase of your career.
Evaluate Your Experience and Skills
Reflect on what you have learned and the skills you have developed during your apprenticeship. This self-assessment will help you understand your strengths and identify areas for improvement. The National Careers Service - Skills Assessment is a great tool to assist you in this process.
Update Your CV and Online Profiles
Ensure your CV is up to date, highlighting the skills and experiences gained during your apprenticeship. Also, update your LinkedIn profile and any other professional networks you are a part of For guidance on crafting an effective CV, check out the CV Library's guide on How to Write an Apprentice CV
Explore Further Education and Training
Consider whether you want to continue your education. This could be through higher apprenticeships, university degrees, or other professional qualifications relevant to your field The UCAS website provides comprehensive information on various apprenticeship options. You can also explore other options offered through East Sussex College.
Seek Employment Opportunities
Start looking for job opportunities that match your skills and career aspirations. Use job boards, company websites, and networking to find suitable positions. Indeed and Totaljobs are excellent platforms to begin your job search.
Prepare for Job Interviews
Practise common interview questions and develop clear, concise answers that demonstrate your skills and experience. Remember to also prepare questions to ask the interviewer about the company and the role Prospects offers valuable tips and advice on how to ace your job interviews
Networking can open doors to new opportunities. Attend industry events, join professional associations, and connect with mentors who can offer guidance and advice Apprenticeships gov uk provides useful networking tips specifically for apprentices.
Consider Self-Employment
If you have an entrepreneurial spirit, you might consider starting your own business Research the necessary steps and resources available to support new businesses The Gov.uk website has detailed information on how to set up a business in the UK.
Access Career Support Services
Utilise career support services offered by East Sussex College, your employer, or local job centres. They can provide personalised advice and support tailored to your situation.
Nearing the end of your apprenticeship is an exciting time filled with new opportunities By taking proactive steps and utilising the resources available, you can set yourself up for asuccessful transition into the next phase of your career.
For more information and further assistance, visit the links provided or reach out to career advisors who can offer personalised support
Facilities
Our college campuses have facilities that you can access, details of which are available on escg website:
https://www.escg.ac.uk
These include:
Library and Resources Centre
Student Union
Enrichment programme and Events
Cafés, Restaurant
Childcare facilities
Student Services
Gym
Hair and Beauty Salons
Safeguarding
If you or someone you know at college is experiencing difficulties or struggles with college or personal life, members of our Safeguarding and Wellbeing Teams are available to help whenver you need them.
