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Introduction to Business and Professional

Office Skills

Business and Administration – This qualification is offered as QCF at levels 2 to 4 as well as an Apprenticeship option at Intermediate (2) and Advanced (3) Levels. The level will depend on the job role but an example of this could be level 2 Administrative Assistant through to level 4 for someone who has senior responsibility in an Administrative function.

Contact Centre – This qualification is offered as QCF at levels 2 to 3 as well as an Apprenticeship option at Intermediate (2) and Advanced (3) Levels. The level will depend on the job role but an example of this could be level 2 operating a call handling system where calls are monitored through a computerised system and working to targets. At level 3 the role will have some senior responsibility for overseeing the contact centre system and supporting the call handlers.

Customer Service – This qualification is offered as QCF at levels 2 to 4 as well as an Apprenticeship option at Intermediate (2) and Advanced (3) Levels. The level will depend on the job role but an example of this could be level 2 dealing with customer queries or direct contact with customers through to level 4 for someone who has the authority to put improvements in place, manages the customer service function and has overall responsibility for the processes.

Information Technology (for the User) – This qualification is offered as QCF at levels 2 to 3 as well as an Apprenticeship option at Intermediate (2) and Advanced (3) Levels. The level will depend on the job role but an example of this could be level 2 where software packages are used on a daily basis as part of the job role i.e. word, outlook and internal bespoke packages. Level 3 is more in depth and will require full use of the range the software packages offer.

Learning and Development – This qualification is offered as QCF via a range of strands dependent upon what the specifics of the job role detail. It is offered at levels 3 to 4 and these levels encompass Direct Training, Co–ordination of Training, Management of Training.

Marketing – This qualification is offered as QCF at levels 2 to 4 as well as an Apprenticeship option at Intermediate (2) and Advanced (3) Levels. The level will depend on the job role but an example of this could be level 2 event management, liaising with clients and conducting market research. Level 3 will involve carrying out marketing campaigns, researching/assessing market trends and leading on a range of marketing tasks.

Sales – This qualification is offered as QCF at levels 2 to 3 as well as an Apprenticeship option at Intermediate (2) and Advanced (3) Levels. The level will depend on the job role but an example of this could be level 2 directly selling to customers, processing sales information and working to targets. Level 3 for someone who has the authority to put improvements in place, manages the sales function and has overall responsibility for the processes.