Delivery is flexible to suit the individual apprentice and their employer. The apprentice will have a minimum of one tutorial per month either in person within the workplace or remotely via an online meeting. Group sessions may be available on some programmes.

• Level 2 Functional Skills must be achieved prior to end point assessment (this content will be blended into the apprentice's study programme if it is required).
• Apprentices must be employed in order to study for this qualification. Please see our Apprenticeship vacancies.
• The apprentice must be at least 16 years of age.

• The organisation: 
  • Understands the organisation's purpose, activities, aims, values, vision for the future and  resources.
  • Understands the way the political/economic environment impact the business.
• Value of their skills:
  • Knows the organisational structure and how they fit within their team.
  • Understands how their work benefits the organisation.
  • Can recognise how their skills can help them to progress their career.
• Stakeholders:
  • Has a practical knowledge of managing stakeholders (including internal and external customers, clients and/or suppliers) and their differing relationships to the organisation. 
  • Liaises with internal and external customers, suppliers or stakeholders from inside or outside the UK and builds relationships.
• Relevant regulation: 
  • Understands laws and regulations that apply to their role including data protection, health and safety and compliance. 
  • Supports the company in applying these regulations.
• Policies: 
  • Understands the organisation's internal policies and key policies relating to the sector.
• Business fundamentals:
  • Understands the applicability of business principles such as managing change, business finances and project management.
• Processes:
  • Understands the organisation's processes, for example, making payments or processing customer data; is able to review them autonomously and make suggestions for improvements.
  • Can apply a solutions-based approach to improving business processes and help to define procedures.
  • Understands how to administer billing, process invoices and purchase orders.
• External environment factors:
  • Understands relevant external factors e.g. market forces, policy and regulatory changes and supply chain, and their wider business impact.
  • Understands the international/global market in which the employing organisation is placed.

• IT: 
  • Skilled in the use of multiple IT packages (such as Microsoft Office or equivalent packages) and systems relevant to the organisation. 
  • Can write letters or emails, create proposals, perform financial processes, and record and analyse data. 
  • Able to choose the most appropriate IT solution to suit the problem; plus update and review databases, record information and produce data analysis as required.
• Record and document production: 
  • Produces accurate records and documents including emails, letters, files, payments, reports and proposals. 
  • Able to make recommendations for improvements and presents solutions to management.
  • Able to draft correspondence, write reports, review others’ work and maintain records and files.
  • Can handle confidential information in compliance with the organisation’s procedures and coach others in the processes required to complete these tasks.
• Decision making: 
  • Can be proactive.
  • Has good judgement and makes effective decisions based on sound reasoning.
  • Can deal with challenges in a mature way.
  • Seeks advice of more experienced team members when appropriate.
• Interpersonal skills: 
  • Builds and maintains positive relationships within their team and across the organisation.
  • Demonstrates an ability to influence and challenge appropriately.
  • Is a role model to peers and team members.
  • Develops coaching skills as area knowledge is gained.
• Communication:
  • Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. 
  • Uses the most appropriate channels to communicate effectively, whilst demonstrating agility and confidence in communications, carrying authority appropriately.
  • Understands and applies social media solutions appropriately. 
  • Can answer questions from inside and outside of the organisation, representing the organisation or department.
• Quality: 
  • Completes tasks to a high standard. 
  • Demonstrates the necessary level of expertise required to complete tasks and makes efforts to continuously improve their work. 
  • Able to review processes autonomously and make suggestions for improvements.
  • Able to share administrative best-practice across the organisation such as by coaching others to perform tasks correctly.
  • Applies problem-solving skills to resolve challenging or complex complaints.
  • Is a key point of contact for addressing issues.
• Planning and organisation: 
  • Takes responsibility for initiating and completing tasks, managing priorities and time in order to successfully meet deadlines.
  • Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace.
  • Makes suggestions for improvements to working practices, showing understanding of implications beyond the immediate environment, for example, the impact on clients, suppliers, other parts of the organisation.
  • Can manage resources, for example, equipment or facilities.
  • Can organise meetings and events.
  • Takes minutes during meetings and creates action logs as appropriate.
  • Takes responsibility for logistics, such as travel and accommodation.
• Project management: 
  • Uses relevant project management principles and tools to scope, plan, monitor and report. 
  • Plans required resources to successfully deliver projects.
  • Undertakes and leads projects as and when required.

• Professionalism: 
  • Behaves in a professional way, including personal presentation, respect, encouraging diversity and punctuality.
  • Has a good attitude towards colleagues, customers and key stakeholders. 
  • Adheres to the organisation's code of conduct for professional use of social media.
  • Acts as a role model, contributing to team cohesion and productivity.
  • Respects the positive aspects of team culture.
  • Respectfully challenges inappropriate prevailing cultures.
• Personal qualities: 
  • Shows exemplary qualities of integrity, reliability, and self-motivation.
  • Has a proactive and a positive attitude.
  • Motivates others where responsibility is shared.
• Managing performance:
  • Takes responsibility for their own work.
  • Accepts feedback in a positive way.
  • Uses initiative and shows resilience.
  • Takes responsibility for their own development.
  • Knows when to ask questions to complete a task and informs their line manager when a task is complete.
  • Performs thorough self-assessments of their work.
  • Complies with the organisation's procedures.
• Adaptability:
  • Has the ability to accept and deal with changing priorities related to both their own work and to the organisation.
• Responsibility:
  • Takes responsibility for team performance and high-quality project delivery.
  • Takes a clear interest in seeing that projects are successfully completed and customer requests handled appropriately.
  • Takes initiative to develop their own and others' skills and behaviours.

This apprenticeship does not feature any external qualifications.

• Assessment of knowledge through a test using scenarios and questions.
• Assessment of competency through a competency-based interview.
• The apprentice will present a project completed as part of their apprenticeship programme.