Course Info

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Useful Information


Mode of study:





24 months

Awarding/validation body:


Course Overview

Occupation summary

This occupation is found in industries and organisations that interact and communicate with their customers and end user online, for example the videogame industry and software providers. It is a key role for such employers, from small to medium sized enterprises (SMEs) to large organisations.

Typical job titles include:

Community Manager, Consumer Experience Representative, Games Community Manager

Course Highlights


S1: Actively moderate community forums, steering and encouraging debate and conversation in line with overall communication strategy and business objectives.

S2: Communicate clearly, in writing, adapting the message in order to address the particular audience appropriately.

S3: Work autonomously as online interaction and communication is fast moving and response to the community often needs to be delivered promptly.

S4: Create and contribute to creation of assets for publication online including written, visual, audio or video to engage community.

S5: Listen, assess, engage and react appropriately to an online situation or requests from the online community.

S6: Use custom and internal forum software and Content Management System to manage and schedule posts and content delivery.

S7: Craft the tone of communications to appeal to the different audiences on different digital platforms, in keeping with company brand and message.

S8: Ability to deliver the organisations message and goals to the community in a manner appropriate to the community and forum

S9: Analyse, interpret and evaluate the information and ideas that are raised by the online community.

S10: Deliver what the community may regard as unwelcome information about a product, such as a game release, in a positive manner, protecting brand reputation

S11: Deliver effective written communication when messaging the online community via forums and online media channels.

S12: Use data analytics created by software packages and community tools dashboards to create reports for internal use

S13: Identify and moderate users who violate the forum or company policy, intervening to change behaviour or issuing warnings, suspensions and bans as appropriate.

S14: Ability to manage conflict positively.

S15: Analyse and evaluate the information created by data analytics to review the effectives of their actions


B1: Proactively stimulate and drive customer interaction with their brand.

B2: Attention to detail and a high level of accuracy.

B3: Self-motivated and comfortable working autonomously with good self judgement in a fast paced, challenging environment.

B4: Interest in current trends, games and innovations in the relevant industry

B5: Reliable with a high degree of professionalism

B6: Maintain a positive and friendly manner.

Career Opportunities & Further Study

Possibility of full-time employment after successful completion of this apprenticeship.


Occupation duties:

Duty 1 Engage support and enable the community by responding to call to actions and contributing to conversation and debate.

Duty 2 Deliver a high level of written communication when messaging the online community via forums and online media channels.

Duty 3 Review forums and community sites to identify a threat or opportunity for brand or product, assess and act swiftly, using their knowledge of the product and the overall communication strategy. Analyse and prioritise information and data analytics acquired through such reviews to create reports for internal use and escalate appropriately within the organisation.

Duty 4 Take an active role in their communities, participating and leading forum discussions and engaging interest through creating or contributing to assets, offering support and answering questions.

Duty 5 Use custom or internal forum software and content management systems to manage and schedule posts and delivery of assets as per a communication strategy plan or schedule.

Duty 6 Deliver the communication strategy effectively by adapting the tone and voice to suit the particular audience of the different online media channels and stay within the platform holder’s policies and guidelines.

Duty 7 React and respond appropriately to a wide range of topics pertinent to an organisation’s product or brand and the wider industry community. These can form part of an overall communication strategy but will routinely be reacting to an unforeseen issue or subject raised by the community.

Duty 8 Actively moderate forums i.e. overseeing communications between members, making decisions regarding appropriate content and guiding the direction of conversation.

Duty 9 Review the effectiveness of their actions online in order to report and inform an organisation’s or their own future behaviour.

Duty 10 Manage inappropriate comments positively and escalate or enforce conduct standards for inappropriate conduct as necessary.

Entry Requirements

Any entry requirements will be determined by individual employers which may, for example, typically require 5x A*-C Grade GCSEs (must include English & Maths).
Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment.

How To Apply

Use the below link to apply for the above course.