Business Impact UK Ltd are experts in delivering Business Admin & Customer Service Apprenticeships nationwide. This mini portfolio outlines the apprenticeship frameworks we deliver in these areas. If you are interested in taking on an Apprentice in this area or have current staff you'd like to develop please contact Gemma on 0800 9778566 or email apprenticeships@businessimpactuk.com

1. Business
Administration &
Customer Service
Apprenticeship
Frameworks
Experts in Training Nationwide
Apprenticeships | Commercial | NVQs

2. CONTENTS
Apprenticeships:
• Intermediate Apprenticeship in Business & Administration
• Advanced Apprenticeship in Business & Administration
• Intermediate Apprenticeship in Customer Service
• Advanced Apprenticeship in Customer Service
www.businessimpactuk.com

3. How do we typically deliver the Apprenticeship Framework?
Week 1
• Induction & Initial Diagnostic
Weeks 2 – 13
• ERR (Employer Rights & Responsibilities) completion and commencement of
Functional Skills and Personal Learning & Thinking Skills (PLTS)
Weeks 14 – 24
• Complete Functional Skills online / paper based assessment to confirm competency
• Introduce BTEC learning materials and assessment of Diploma / Certificate
Weeks 23 – 34
• Completion of BTEC / Knowledge Based Certificate completed and Diploma /
Certificate Level 2
Week 36
• Completion of Apprenticeship programme
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4. What are Personal Learning & Thinking Skills (PLTS)?
Personal Learning & Thinking Skills is a group of six skills titled; Independent Enquirers,
Creative Thinkers, Reflective Learners, Team Workers, Self Managers and Effective
Participators. The framework captures the essential skills of: managing self, managing
relationships with others; and managing own learning, performance and work. These skills
will be especially beneficial to young people to enter the workplace and their adult life as
confident capable individuals.
How are the Apprenticeships Delivered / Assessed?
Assessment is conducted by a qualified Assessor with a wealth of experience and
occupational competence in the area of learning. There are many ways a learner’s
individual competence can be assessed including:
• Observation
• Product Evidence (naturally occurring in the workplace)
• Questioning
• Guided Discussion
All assessments take place on the job and the learners will require an agreed amount of
hours both on & off the job to successfully complete all elements of the framework.
What funding is available?
• Full funding is available for all 16 – 18 year olds
• Co-funding is available for 19+ with an employer contribution
www.businessimpactuk.com

5. Intermediate Apprenticeship in Business
& Administration
This is a 9 month programme and all elements must be
completed in order to achieve an Apprenticeship in Business &
Framework:
Administration.
This Apprenticeship is designed for people working within the
Business and Administrative sector and is suitable for those • Level 2 NVQ Certificate in
working as Administrators, Office Junior’s and Receptionists. Business & Administration
Below are some of the areas that could be covered as part of • Level 2 Certificate in
the framework. principles of Business &
Administration
• Communicating in a business environment
• Solving business problems
Additional Mandatory
• Delivering, monitoring & evaluating customer service to
Framework Requirements:
external and internal customers
• Providing reception services
• Functional Skills in Maths,
• Producing documents in a business environment English & IT
• Handling mail
• PLTS
Functional Skills are transferrable skills which are valued by
employers and which give individuals the necessary skills
• Employment Rights &
required in the workplace. They provide a base from which an
Responsibilities
individual can develop other employability skills. Functional
Skills are tools that enable people to:
• Apply their knowledge and understanding in everyday
life
• Engage competently and confidently with others
• Solve problems in both familiar and unfamiliar
situations
The Knowledge Based Certificate provides individuals with
the underpinning knowledge required to carry out their role
effectively. It contains information on:
• Understanding the business environment
• Working in a business environment
Knowledge is confirmed through completion of an on-line
assessment.
Employment Rights & Responsibilities workbook provides
individuals with information about their organisation such as:
• Contracts of employment
• Policies & Procedures
• Equality & Diversity
• Data Protection
• General Sources of Information & Advice
“Experts in Training Nationwide”

6. Advanced Apprenticeship in Business
& Administration
This is a 12 month programme and all elements must be
completed in order to achieve an Apprenticeship in Business & Framework:
Administration.
• Level 3 Diploma in
This Apprenticeship is designed for people working within the Business & Administration
Business and Administrative sector and is suitable for those
working as Administration Officers, Team Leaders, Personal • Level 3 Certificate in
Assistants or Secretaries. principles of Business &
Administration
Below are some of the areas that could be covered as part of
the framework.
Additional Mandatory
• Dealing with internal and external correspondence Framework Requirements:
• Producing documents
• Managing resources • Functional Skills in Maths,
• Managing information English & IT
• Managing administration systems
• Developing presentations • PLTS
• Managing diaries
• Employment Rights &
Responsibilities
Functional Skills are transferrable skills which are valued by •
employers and which give individuals the necessary skills
required in the workplace. They provide a base from which an
individual can develop other employability skills. Functional
Skills are tools that enable people to:
The Knowledge Based Certificate provides individuals with
the underpinning knowledge required to carry out their role
effectively.
Knowledge is confirmed through completion of an on-line
assessment.
Employment Rights & Responsibilities workbook provides
individuals with information about their organisation such as:
• Contracts of employment
• Policies & Procedures
• Equality & Diversity
• Data Protection
• General Sources of Information & Advice
www.businessimpactuk.com

7. Intermediate Apprenticeship in
Customer Service
This is a 9 month programme and all elements must be
completed in order to achieve an Apprenticeship in Customer Framework:
Service.
• Level 2 NVQ Certificate in
This Apprenticeship is designed for people working within the Customer Service
Customer Service sector and is suitable for those working as
Customer Service Trainee’s/Representatives, plus any other job • Level 2 Certificate in
roles in which customer service skills would be an advantage. Customer Service
Below are some of the areas that could be covered as part of
the framework. Additional Mandatory
Framework Requirements:
• Communicating with customers effectively
• Resolving customer service problems • Functional Skills in Maths,
• Improving customer relations English & IT
• Promoting products and services
• Keeping records • PLTS
• Gathering customer feedback
• Working in a team • Employment Rights &
Responsibilities
Functional Skills are transferrable skills that are valued by
employers as they feel GCSE’s are not giving individuals the
necessary skills they require in the workplace. They provide a
base from which an individual can develop other employability
skills. Functional Skills are tools that enable people to:
• Apply their knowledge and understanding in everyday
life
• Engage competently and confidently with others
• Solve problems in both familiar and unfamiliar situations
The Knowledge Based Certificate provides individuals with
the underpinning knowledge required to carry out their role
effectively.
Knowledge is confirmed through completion of an on-line
assessment.
Employment Rights & Responsibilities workbook provides
individuals with information about their organisation such as:
• Contracts of employment
• Policies & Procedures
• Equality & Diversity
• Data Protection
• General Sources of Information & Advice
This qualification is also available at Level 3 (Advanced
Apprenticeship)
“Experts in Training Nationwide”

8. Advanced Apprenticeship in
Customer Service
This is a 9 month programme and all elements must be
completed in order to achieve an Apprenticeship in Customer
Service. Framework:
This Apprenticeship is designed for people working within the • Level 3 NVQ Diploma in
Customer Service sector and is suitable for those working as Customer Service
Customer Service Managers, Coordinators or Team Leaders.
• Level 3 Certificate in
Below are some of the areas that could be covered as part of Customer Service
the framework.
• Leading a team Additional Mandatory
• Communicating with customers effectively Framework Requirements:
• Gathering and analysing customer feedback
• Promoting products and services • Functional Skills in Maths,
• Keeping records English & IT
• Using software/office equipment to communicate
• • PLTS
Functional Skills are transferrable skills that are valued by
employers as they feel GCSE’s are not giving individuals the • Employment Rights &
necessary skills they require in the workplace. They provide a Responsibilities
base from which an individual can develop other employability
skills. Functional Skills are tools that enable people to: •
• Apply their knowledge and understanding in everyday
life
• Engage competently and confidently with others
• Solve problems in both familiar and unfamiliar situations
The Knowledge Based Certificate provides individuals with
the underpinning knowledge required to carry out their role
effectively
Knowledge is confirmed through completion of an on-line
assessment.
Employment Rights & Responsibilities workbook provides
individuals with information about their organisation such as:
• Contracts of employment
• Policies & Procedures
• Equality & Diversity
• Data Protection
• General Sources of Information & Advice
www.businessimpactuk.com

9. Business Impact UK Ltd
Endurance House
Colmet Court
Seventh Avenue
Gateshead
NE11 0EF
Switch: 0191 4971920
Sales: 0800 977 8566
Email: apprenticeships@businessimpactuk.com
Web: www.businessimpactuk.com
Twitter: www.twitter.com/BIUKApprentices
Facebook: www.facebook.com/pages/BIUK-Apprenticeship-
Vacancies/187693101257419
Blog: http://businessimpactuk-apprenticeship.blogspot.com
“Experts in Training Nationwide”