Employer Guide to Apprenticeships in Business Administration and Customer Service
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Employer
Guide
to
Apprenticeships
in
Business
Administration
and
Customer
Service
Contents
Welcome
to
Geason
..............................................................................................................................
3
What
are
Apprenticeships?
...................................................................................................................
3
How
we
can
help
...................................................................................................................................
3
Recruitment
Service
for
Apprentices/
...................................................................................................
3
Apprenticeship
Training
and
Qualifications
...........................................................................................
4
The
Business
Administration
(BA)
Apprenticeship
................................................................................
4
The
Customer
Service
(CS)
Apprenticeship
...........................................................................................
4
The
Next
Steps
.......................................................................................................................................
5
Learning
and
Support
............................................................................................................................
5
Employer
Involvement
..........................................................................................................................
5
Reviews
..................................................................................................................................................
6
Health
and
Safety
..................................................................................................................................
6
The
Apprenticeship
Agreement
.............................................................................................................
6
Apprenticeship
Funding
Conditions/
.....................................................................................................
6
Contact
us
..............................................................................................................................................
7
Customer
Service
and
Business
Administration
Employer
Guide
Page
2
Welcome
to
Geason
Geason
Apprenticeships
offer
a
practical
and
cost-‐effective
solution
for
attracting,
retaining
and
developing
keen
and
motivated
staff.
Designed
to
meet
the
needs
of
today's
employers,
Geason
specialise
in
the
delivery
of
a
range
of
Apprenticeship
Development
Programmes
that
run
from
12
-‐
24
months.
Our
structured
work
based
training
programmes
give
your
employees
the
sustainable
skills
and
recognised
qualifications
they
need
for
a
long
and
successful
career
within
your
business.
This
employer
guide
is
designed
to
provide
you
with
an
overview
of
Apprenticeships
and
in
particular
the
Business
Administration
and
Customer
Service
Apprenticeship
Framework.
What
are
Apprenticeships?
Apprentices
earn
while
they
learn.
They
gain
real
workplace
experience,
as
well
as
developing
the
professional
skills
and
knowledge
they
need
to
progress
in
their
chosen
career.
Because
their
training
is
on
the
job,
the
practical
skills
they
gain
are
the
ones
that
are
right
for
your
business.
Apprenticeships
help
you
stay
competitive
by
developing
the
kind
of
people
your
business
needs
for
the
future.
In
today’s
economy,
sustainable
skills
are
vital
for
helping
your
business
achieve
long-‐term
advantages
and
profitability.
It
is
these
skills
–
along
with
greater
productivity,
motivation
and
loyalty
–
that
apprenticeships
can
bring.
How
we
can
help
We
understand
that
the
decision
to
run
an
Apprenticeship
Development
Programme
in
your
business
is
a
big
one
and
we’re
here
to
help
at
every
step
of
the
way.
We
spend
time
understanding
your
organisation
to
recommend
a
solution
tailored
to
meet
your
needs.
We
are
passionate
about
supporting
businesses
to
ensure
apprenticeships
are
simple
and
effective.
We
put
quality,
progression
and
your
employee
experience
at
the
heart
of
all
we
do.
We
provide
you
with:
• Advice
and
support
on
everything
relating
to
apprenticeships
• Guidance
on
the
best
apprenticeship
programmes
for
your
business.
• Programme
design
that
reflects
the
way
you
want
to
train
• Administration
and
funding
support
• Support
for
programme
recruitment,
both
internally
and
externally
• Training
delivery
with
our
unrivalled
network
of
trainers
and
assessors
• Assessment,
verification
and
certification
Recruitment
Service
for
Apprentices/
Customer
Service
and
Business
Administration
Employer
Guide
Page
3
Allow
us
to
help
you
recruit
new
staff
via
our
no
charge
recruitment
service
for
apprentices.
At
Geason,
we
have
the
expertise
to
work
with
you
in
meeting
your
recruitment
needs,
leaving
you
free
to
run
your
business.
We
can
help
you
in
the
following
ways
to
recruit
new
staff
between
the
ages
of
16-‐18
year
old:
• Advertise
for
applicants
• Match
suitable
applicants
to
your
requirements
• Assess
the
calibre
of
applicants
• Arrange
interviews
Our
recruitment
service
is
nationwide.
Apprenticeship
Training
and
Qualifications
Geason
work
to
understand
your
business
and
ensure
the
training
your
apprentices
receive
reflects
your
business
needs.
We
offer
Intermediate
Level
2
Apprenticeships
and
Advanced
Level
3
Apprenticeships
in
a
wide
variety
of
occupations
including
Business
Administration
and
Customer
Service.
By
undertaking
an
apprenticeship,
learners
follow
a
structured
training
programme
in
the
workplace,
and
on
completion,
receive
a
nationally
recognised
City
&
Guilds
qualification.
The
Business
Administration
(BA)
Apprenticeship
The
City
&
Guilds
Apprenticeship
in
Business
and
Administration
meets
the
needs
of
learners
who
wish
to
work
or
are
already
employed
in,
an
administrative
role.
They
provide
the
apprentice
with
a
cohesive
suite
of
qualifications
that
will
enable
them
to
develop
a
solid
understanding
of
how
to
work
and
communicate
in
any
business
environment.
These
qualifications
give
them
the
opportunity
to
develop
a
broad
skill
set
that
will
facilitate
progression
in
the
workplace
and
onto
further
learning
and
training.
The
Customer
Service
(CS)
Apprenticeship
The
City
&
Guilds
Apprenticeship
in
Customer
Service
qualification
aims
to
build
on
or
recognise
good
practice
in
customer
service
in
any
industry
or
to
support
their
technical
expertise
in
any
job
role,
acknowledging
the
importance
of
effective
communication
and
service
delivery.
Anyone
dealing
with
internal
or
external
customers
will
benefit
from
gaining
knowledge,
understanding
and
experience
of
dealing
with
routine
and
more
difficult
customers,
confident
in
their
use
of
language
and
of
the
processes
designed
to
make
their
role
effective.
Apprentices
will
have
the
opportunity
to
improve
their
own
skills
and
to
support
others
within
their
team
or
organisation
in
the
development
of
excellent
customer
service.
The
qualifications
required
to
achieve
the
Apprenticeship
Framework
are:-‐
Customer
Service
and
Business
Administration
Employer
Guide
Page
4
Level
2/3
NVQ
in
Business
This
qualification
measures
competence
at
work
and
is
Administration
or
Customer
achieved
primarily
through
observations
in
the
workplace
Service
Level
2/3
Certificate
in
Business
This
technical
certificate
evaluates
knowledge
and
Administration
or
Customer
Service
understanding
and
is
achieved
through
passing
written
tasks
and
practical
skill
assessments
Mathematics
Level
1/2
These
are
termed
Functional
Skills
and
are
required
within
all
Apprenticeship
frameworks.
They
are
achieved
through
English
Level
1/2
on-‐line
or
paper
based
testing
Employment
rights
and
This
is
to
demonstrate
the
apprentices
understanding
of
responsibilities
(ERR)
employment
law
relevant
to
their
job.
Personal
Learning
and
thinking
This
is
to
help
develop
a
series
of
underpinning
skills
such
as
skills
(PLTS)
independent
enquiry,
creative
thinking,
reflective
learning,
team
working,
self
management
and
effective
participation
and
is
achieved
through
workbooks
and
questioning
The
Next
Steps
Once
the
apprentice
has
completed
the
first
year
of
their
apprenticeship,
you
will
then
have
the
choice
of
extending
the
programme
to
include
more
training
or
alternatively
you
can
offer
them
permanent
employment
or
they
can
leave
the
business
with
12
months
work
experience
under
their
belt
and
a
nationally
recognised
qualification.
Most
apprentices
stay
with
their
employer
after
they
complete
the
first
year
of
apprenticeship
so
your
investment
will
result
in
a
committed
and
valuable
employee.
Learning
and
Support
Your
Apprentice
will
be
allocated
a
trainer/assessor
who
will
visit
on
a
monthly
basis,
generally,
on
a
one
to
one
basis.
The
trainer/assessor
will
spend
up
to
two
hours
with
the
apprentice,
on-‐site,
to
assess
practical
skills
and
NVQ
competencies,
and
off
site,
within
a
suitable
environment,
for
testing
purposes
and
to
deliver
knowledge
and
understanding.
We
recognise
that
young
people
entering
work
for
the
first
time
may
require
additional
pastoral
support.
Geason
have
experienced
and
trained
staff
that
can
be
called
upon
to
provide
such
support
as
required.
This
relates
to
issues
that
may
arise
both
within
the
workplace
and
outside
of
the
apprentices
work.
Employer
Involvement
With
new
entrants
it
is
vital
that
they
also
receive
support
from
their
employer.
Best
practice
is
to
appoint
a
mentor
who
they
can
meet
with
on
a
regular
basis
to
discuss
progress,
on
the
job
training,
and
how
to
become
more
productive
in
the
workplace.
It
has
been
proven
time
and
again
that
Customer
Service
and
Business
Administration
Employer
Guide
Page
5
higher
success
rates
occur
when
the
apprentice
has
someone
in
the
workplace
that
they
can
go
to
for
support
and
mentoring.
Apprentices’
progress
heightens
when
their
employer
takes
an
active
interest
in
their
Apprenticeship
Programme,
understands
how
it
is
delivered
and
enables
learning
and
skills
training
to
happen
both
off-‐the
job
and
in
the
workplace.
Reviews
The
apprentice’s
progress
will
be
reviewed
every
8
weeks.
The
employer
involvement
in
this
process
is
essential
as
it
allows
you
to
obtain
information
on
your
employee’s
progress,
it
provides
you
the
opportunity
to
give
feedback
to
us
and
the
apprentice
on
how
they
are
progressing
in
the
workplace,
and
it
allows
actions
and
targets
to
be
set
and
agreed.
Health
and
Safety
Geason
are
required
by
law
to
ensure
that
apprentices
are
working
in
a
healthy
and
safe
environment.
Therefore,
prior
to
recruiting
an
Apprentice,
we
will
meet
with
your
Health
and
Safety
representative
to
carry
out
a
Health
and
Safety
appraisal
of
your
premises.
This
should
take
no
longer
than
30
minutes.
We
will
also
require
a
copy
of
your
Employers
Liability
Insurance
Certificate
at
this
stage.
Following
on
from
this,
we
will
undertake
on-‐going
Health
and
Safety
monitoring
of
the
workplace.
This
will
take
place
every
3-‐6
months
and
more
often
than
not,
only
take
around
15
minutes.
This
will
be
conducted
by
the
trainer/assessor.
The
Apprenticeship
Agreement
The
requirement
for
an
Apprenticeship
Agreement
between
an
employer
and
an
apprentice,
under
the
ASCL
Act
2009
came
into
force
on
the
6th
April
2012.
This
is
required
at
the
commencement
of
the
Apprenticeship
and
must
include
a
statement
(which
may
be
an
annex)
setting
out
the
skill,
trade
or
occupation
linked
to
the
relevant
recognised
Apprenticeship
Framework
for
which
the
apprentice
is
being
trained.
Geason
is
required
to
check
that
the
employer
has
this
apprenticeship
agreement
within
the
apprentice’s
contract
of
employment
prior
to
commencing
any
training.
An
apprentice
must
be
contracted
for
a
minimum
of
30
hours
up
to
a
maximum
of
40
hours
per
week,
and
be
paid
at
or
above
the
minimum
apprenticeship
wage.
The
current
minimum
hourly
rate
to
employ
an
apprentice
is
£2.65
per
hour.
As
a
guide
line
this
is
paid
to
the
apprentice
for
the
first
12
months
of
the
apprenticeship.
Apprenticeship
Funding
Conditions/
Customer
Service
and
Business
Administration
Employer
Guide
Page
6
Your
employee’s
Apprenticeship
Programme
will
be
fully
funded
(16-‐18
year
old)
or
partly
funded
(19+)
by
the
Skills
Funding
Agency
(SFA).
For
19+
apprentices
the
government
expect
employers
to
pay
a
contribution
to
the
costs
of
training.
This
cost
will
be
agreed
before
the
commencement
of
the
apprenticeship
programme
and
paid
to
Geason
on
a
monthly
basis.
Currently
we
obtain
access
to
this
funding
through
several
Further
Education
Colleges.
From
time
to
time
a
college
may
wish
to
observe
our
trainer/assessors
delivering
training
to
one
of
your
apprentices
in
the
workplace,
or
alternatively
they
may
contact
you
to
obtain
feedback
for
quality
assurance
purposes.
We
would
ask
for
your
support
on
these
occasions
as
it
is
part
of
our
funding
obligations.
The
National
Apprenticeship
Service
currently
has
grant
options
available
for
employers
wishing
to
take
on
apprentices
for
the
first
time.
Geason
provide
our
employers
with
a
support
service
to
access
these
grants
if
eligible.
Contact
us
For
further
information
on
our
NVQ
Diploma
Qualifications,
fees
and
grant
options
please
contact
our
team
on
0843
509
6865
Customer
Service
and
Business
Administration
Employer
Guide
Page
7
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