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Office Applications
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Apprenticeships in Office Applications (Level 2)
Many young people decide that they want to leave school and work in an office, however they’re not too sure what type of jobs are on offer, what the job will involve, whether they will get training…the list goes on.
This is the point where you may want to consider an Apprenticeship, we discuss with you the type of job you think you might like to do, and then make suggestions about the type of companies you could work for, we help you to find your first job and then match the most appropriate Apprenticeship to it, you could undertake Administration, Customer Service or Using I.T.
By undertaking an apprenticeship with us you will gain hands on, real life work experience that cannot be taught from a textbook including office skills, people skills and I.T. related skills.
You could be answering telephones, speaking to customers and clients, filing, typing, meeting and greeting visitors, producing documents, photocopying, faxing, researching data on the Internet, making appointments, up-dating spreadsheets and databases, in fact you could be doing almost anything including in some cases web design.
All of the companies we deal with are dedicated and supportive of the Apprenticeship Programmes and work closely with us throughout.
Apprenticeships in Office Applications (Level 3)
The aim of the Advanced Apprenticeship programme is to enhance and compliment your job role, as well as developing your existing skills further. Ideally you will have been in your job role for at least 18 months. These apprenticeships can be taken as an Apprenticeship+ option with either ECDL or ECDL advanced where available.
Business Administration Units
Level 2
The apprentice needs to complete the 2 mandatory units plus 3 optional units selected from the list of 24.
Mandatory units
A Carry out your responsibilities at work
B Work within your business environment
Optional units
1 Ensure your own actions reduce risks to health & safety (level 1)
2 Manage customer relations
3 Manage diary systems
4 Organise business travel and accommodation
5 Deal with visitors
6 Process customers' financial information
7 Operate credit control procedures
8 Store, retrieve and archive information
9 Research and report information
10 Organise and support meetings
11 Use IT systems
12 Use IT to exchange information
13 Use word processing software
14 Use spreadsheet software
15 Use database software
16 Use presentation software
17 Use specialist or bespoke software
18 Use a telephone system
19 Operate office equipment
20 Prepare text from notes
21 Prepare text from shorthand
22 Prepare text from recorded audio instructions
23 Produce documents
24 Work effectively with other people
Level 3
The apprentice needs to complete the 2 mandatory units plus 4 optional units selected from the list of 30. Optional units 1 to 8 are taken from the level 2 award and no more than 1 of these units can be chosen as an option for the level 3 award. 3 units must be chosen from group B.
Mandatory units
A Carry out your responsibilities at work
B Work within your business environment
Optional units (group A)
1 Ensure your own actions reduce risks to health & safety (level 1)
2 Use IT systems (level 2)
3 Use IT to exchange information (level 2)
4 Use database software (level 2)
5 Use presentation software (level 2)
6 Use specialist or bespoke software (level2)
7 Manage diary systems (level 2)
8 Organise business travel and accommodation (level 2)
Optional units (group B)
9 Supervise an office facility
10 Procure products and services
11 Manage and evaluate customer relations
12 Manage the payroll function
13 Complete year-end procedures
14 Monitor information systems
15 Run projects
16 Research, analyse and report information
17 Plan, organise and support meetings
18 Make a presentation
19 Organise and co-ordinate events
20 Use word processing software
21 Use spreadsheet software
22 Use web-site software
23 Use artwork and imaging software
24 Design and produce documents
25 Plan and implement innovation and change
26 Develop productive working relationships with colleagues and stakeholders
27 Provide leadership for your team
28 Prepare text from notes
29 Prepare text from shorthand
30 Prepare text from recorded audio instructions
Customer Service Units
Level 2
The apprentice needs to complete the 2 mandatory units, plus 5 optional units, selected from the list of 17 (1 unit from each of the 4 themes, plus 1 unit from any theme).
Mandatory units
101 Prepare yourself to deliver good customer service
105 Provide customer service within the rules
Optional units - Theme 1 - Impression and Image
201 Give customers a positive impression of yourself and your organisation
202 Promote additional services or products to customers
203 Process customer service information
204 Live up to the customer service promise
205 Make customer service personal
206 Go the extra mile in customer service
207 Deal with customers in writing or using ICT
208 Deal with customers face to face
209 Deal with customer by telephone
Optional units - Theme 2 - Delivery
210 Deliver reliable customer service
211 Deliver customer service on your customers' premises
212 Recognise diversity when delivering customer service
Optional units - Theme 3 - Handling problems
106 Recognise and deal with customer queries, requests and problems
213 Resolve customer service problems
Optional units - Theme 4 - Development and improvement
214 Develop customer relationships
215 Support customer service improvements
216 Develop personal performance through delivering customer service
Level 3
The apprentice needs to complete the 2 mandatory units, plus 6 optional units, selected from the list of 18 (1 unit from each of the 4 themes, plus 2 units from any theme).
Mandatory units
301 Understand customer service to improve service delivery
302 Know the rules to follow when developing customer service
Optional units - Theme 1 - Impression and Image
205 Make customer service personal
206 Go the extra mile is customer service
207 Deal with customers in writing or using ICT
303 Use customer service as a competitive tool
304 Organise the promotion of services or products to customers
Optional units - Theme 2 - Delivery
211 Deliver customer service on your customers' premises
212 Recognise diversity when delivering customer service
305 Deliver customer service using service partnerships
306 Organise the delivery of reliable customer service
307 Improve the customer relationship
Optional units - Theme 3 - Handling problems
308 Monitor and solve customer service problems
309 Apply risk assessment to customer service
310 Process customer service complaints
Optional units - Theme 4 - Development and improvement
311 Work with others to improve customer service
312 Promote continuous improvement in customer service
313 Develop you own and others' customer service skills
314 Lead a team to improve customer service
315 Gather, analyse and interpret customer feedback
For using IT see the table in Information Technology Qualifications
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