Business Admin Customer Service
Mode of study:
18 – 24 months
As an HR Support, you will handle day to day queries, providing HR advice ranging from recruitment through to retirement. You will either work in a medium to large organisation as part of the HR function delivering front line support to managers and employees, or are a HR Manager in a small organisation. You may take ownership for providing advice to managers on a wide range of HR issues using company policy and current law, giving guidance that is compliant and where errors could expose the organisation to employment tribunals or legal risk. During 18 months at level 3, we will support you to achieve the above standards. You will be assessed through the EPA on two components – A Consultative Project, A Professional Discussion.
|Knowledge||What is required|
|Business understanding||Understands the structure of the organisation; the products and services it delivers; the external market and sector within which it operates; where their role fits in the organisation; the ‘Values’ by which it operates and how these apply to their role.|
|HR Legislation and Policy||Basic understanding of HR in their sector and any unique features. Good understanding of HR legislation and the HR Policy framework of the organisation. Sound understanding of the HR Policies that are relevant to their role. Knows where to find expert advice.|
|HR Function||Understands the role and focus of HR within the organisation; its business plan / priorities and how these apply to their role.|
|HR Systems and Processes||Understands the systems, tools and processes used in the role, together with the standards to be met, including the core HR systems used by the organisation.|
|Skills||What is required|
|Service Delivery||Delivers excellent customer service on a range of HR queries and requirements, providing solutions, advice and support primarily to managers. Builds managers’ expertise in HR matters, improving their ability to handle repeated situations themselves where appropriate. Uses agreed systems and processes to deliver service to customers. Takes the initiative to meet agreed individual and team KPIs in line with company policy, values, standards. Plans and organises their work, often without direct supervision, to meet commitments and KPIs.|
|Problem solving||Uses sound questioning and active listening skills to understand requirements and establish root causes before developing HR solutions. Takes ownership through to resolution, escalating complex situations as appropriate.|
|Communication & interpersonal||Deals effectively with customers/colleagues, using sound interpersonal skills and communicating well through a range of media eg phone, face to face, email, internet. Adapts their style to their audience. Builds trust and sound relationships with customers. Handles conflict and sensitive HR situations professionally and confidentially.|
|Teamwork||Consistently supports colleagues /collaborates within the team and HR to achieve results. Builds/maintains strong working relationships with others in the team and across HR where necessary.|
|Process improvement||Identifies opportunities to improve HR performance and service; acts on them within the authority of their role. Supports implementation of HR changes/projects with the business.|
|Managing HR Information||Maintains required HR records as part of services delivered. Prepares reports and management information from HR data, with interpretation as required.|
|Personal Development||Keeps up to date with business changes and HR legal/policy/process changes relevant to their role. Seeks feedback and acts on it to improve their performance and overall capability.|
Career Opportunities & Further Study
Possibility of full-time employment or progression into a higher level apprenticeship course.
If you are interested in this apprenticeship you can apply on our website by clicking here via the Apprenticeship Vacancies page.
End Point Assessment – Knowledge, practical skills and questioning as well as portfolio of evidence
There are no required qualifications for this apprenticeship.
However , criteria for apprenticeship roles advertised will be set by employer.
Apprentices without Level 2 English and Maths will need to achieve this level prior to completion of their Apprenticeship.
How To Apply
Use the below link to apply for the above course.