Customer service and administration

Who is this Apprenticeship for?

This course is for any eligible candidates, who wish to earn a wage while developing their knowledge, skills and behaviours in a customer service focused role within any industry.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.  These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include face-to-face, telephone, post, email, text and social media.

Are there any entry requirements?

Must be a UK citizen, or have the right of abode in the UK, or is a citizen of a country that is within the EEA and have been ordinarily resident in the UK, the EU or the EEA continuously for the previous three years before the start of learning.

Candidates aged 16-18 will have achieved a minimum of GCSE Grade 1 (G) or equivalent Level 1 in English and Mathematics.  We also offer Functional Skills English and maths at Level 1 and Level 2 for those needing to gain these qualifications prior to enrolment.

Apprentices must be employed, normally for a minimum of 30 hours, in a role that suits the skills requirements of this apprenticeship. If you are not already employed, in this type of job role, you could search our apprenticeship vacancy page at:

www.darlington.gov.uk/jobs-and-careers/apprenticeships/apprenticeship-vacancies/

New applicants will be contacted by a vocational delivery tutor to determine suitability/ eligibility prior, give information and advice on the next steps.

Shortlisted applicants will be sent to the employer, to then follow their recruitment procedure. Unsuitable applicants will be signed posted to other areas of our service to develop transferable/ employability skills, with a view to ensuring they are suitable for other apprenticeship positions in the future.

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education or employment. The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs, arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional and national economy.

What will the Apprenticeship cover?

The Customer Service Practitioner Level 2 Apprenticeship will develop the knowledge and understanding of:

Knowing your customers 

• Understand who customers are
• Understand the difference between internal and external customers
• Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective

Understanding the organisation

• Know the purpose of the business and what ‘brand promise' means
• Know your organisation’s core values and how they link to the service culture
• Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation

Meeting regulations and legislation

• Know the appropriate legislation and regulatory requirements that affect your business
• Know your responsibility in relation to this and how to apply it when delivering service

Systems and resources

• Know how to use systems, equipment and technology to meet the needs of your customers
• Understand types of measurement and evaluation tools available to monitor customer service levels

Your role and responsibility

• Understand your role and responsibility within your organisation and the impact of your actions on others
• Know the targets and goals you need to deliver against

Customer experience

• Understand how establishing the facts enable you to create a customer focused experience and appropriate response
• Understand how to build trust with a customer and why this is important

Product and service knowledge

• Understand the products or services that are available from your organisation and keep up to date

Develop the skills in:

Interpersonal skills

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery

Communication

• Depending on your job role and work environment:
• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions
• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand

Influencing skills

• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation

Personal organisation

• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines

Dealing with customer conflict and challenge

• Demonstrate patience and calmness
• Show you understand the customer’s point of view
• Use appropriate signposting or resolution to meet your customers’ needs and manage expectations
• Maintain informative communication during service recovery

Develop the behaviours around:

Developing self

• Take ownership for keeping your service knowledge and skills up to date
• Consider personal goals and propose development that would help achieve them

Being open to feedback

• Act on and seek feedback from others to develop or maintain personal service skills and knowledge

Team working

• Frequently and consistently communicate and work with others in the interest of helping customers efficiently
• Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice

Equality – treating all customers as individuals

• Treat customers as individuals to provide a personalised customer service experience
• Uphold the organisations core values and service culture through your actions

Presentation – dress code, professional language

• Demonstrate personal pride in the job through appropriate dress and positive and confident language

“Right first time”

• Use communication behaviours that establish clearly what each customer requires and manage their expectations
• Take ownership from the first contact and then take responsibility for fulfilling your promise

End Point Assessment Methods

To trigger the End Point Assessment, you must have: 

• Proof of English & maths GCSE minimum grade 1 (G) or equivalent level 1 qualification
• Completed a showcase portfolio, demonstrating how you have met the knowledge, skills and behaviours

 The End Point Assessment consists of:

• Workplace Observation: A pre-planned observation, in your normal place of work and independently assessed
• Professional Discussion: A structured discussion with the Independent Assessor, following the observation, to establish the apprentice’s understanding and application of knowledge, skills and behaviours

 This standard will be graded as Distinction, Pass or Fail.

What could I do when I have finished this Apprenticeship?

The customer service role may be a gateway to further career opportunities, such as management or senior support roles.

You may gain employment with your employer to pursue a career in an office as a supervisor or team leader and / or decide to complete a Business Administrator Apprenticeship (Level 3), Customer Service Specialist Apprenticeship (Level 3) or Team Leader/Supervisor Apprenticeship (Level 3).

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Where and when will I learn? 

During the course you will be expected to attend one of our Darlington based Training Centres (Coleridge Centre, DL1 5AJ / Bennett House DL1 5PT) twice per month to develop your knowledge and practical skills in a controlled environment. These sessions will allow you to complete coursework, receive instant feedback and ensure you are ready for the End Point Assessment. The remainder of the week will be spent working with your employer putting the theory into practice to further develop your knowledge, skills and behaviours in a real working environment.

This course will typically take 15 months, but this is based on a vocational initial assessment to determine prior learning in this area.

How much will the Apprenticeship cost?

There are no fees for this apprenticeship.

What do I do next?

You can:

View our latest vacancies

Or you can:

1. Apply for this apprenticeship area [external link] to be entered into a 'pool of candidates'. When a relevant vacancy becomes available we will contact you.
2. If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area, please contact us

Who is this Apprenticeship for?

This course is for any eligible candidates, who wish to earn a wage while developing their knowledge, skills and behaviours in a specialised customer service focused role within any industry.

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.

You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environments including contact centres, retail, webchat, service industry or any customer service point.

Are there any entry requirements?

Must be a UK citizen, or have the right of abode in the UK, or is a citizen of a country that is within the EEA and have been ordinarily resident in the UK, the EU or the EEA continuously for the previous three years before the start of learning.

Candidates will have achieved a minimum of GCSE Grade 9-4 (A*-C) or equivalent in English and Maths. We also offer Functional Skills English and maths at Level 1 and Level 2 for those needing to gain these qualifications prior to enrolment.

Apprentices must be employed, for a minimum of 30 hours, in a role that suits the skills requirements of this apprenticeship.

New applicants will be contacted by a vocational delivery tutor to determine suitability/eligibility prior, give information and advice on the next steps.

Shortlisted applicants will be sent to the employer, to then follow their recruitment procedure. Unsuitable applicants will be sign-posted to other areas of our service to develop transferable/employability skills, with a view to ensuring they are suitable for other apprenticeship positions in the future.

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education or employment. The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs, arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional and national economy.

What will the Apprenticeship cover?

The Customer Service Specialist Level 3 Apprenticeship will develop the knowledge and understanding of:

Business Knowledge and Understanding

• Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation
• Understand the impact your service provision has on the wider organisation and the value it adds
• Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
• Understand the principles and benefits of being able to think about the future when acting or making service-related decisions
• Understand a range of leadership styles and apply them successfully in a customer service environment

Customer Journey knowledge

• Understand and critically evaluate the possible journeys of your customers, including challenges and the end-to-end experience
• Understand the reasons why customer issues and complex situations sometimes need referral or escalation for specialist attention
• Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
• Understand commercial factors and authority limits for delivering the required customer experience

Knowing your customers and their needs/ Customer Insight

• Know your internal and external customers and how their behaviour may require different approaches from you
• Understand how to analyse, use and present a range of information to provide customer insight
• Understand what drives loyalty, retention, and satisfaction and how they impact on your organisation
• Understand different customer types and the role of emotions in bringing about a successful outcome
• Understand how customer expectations can differ between cultures, ages, and social profiles

Customer service culture and environment awareness

• Keep current, knowledge and understanding of regulatory considerations, drivers, and impacts in relation to how you deliver for customers
• Understand your business environment and culture and the position of customer service within it
• Understand your organisation structure and what role each department needs to play in delivering Customer Service and what the consequences are should things go wrong
• Understand how to find and use industry best practice to enhance your own knowledge

Develop the skills in:

Business-focused service delivery

• Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
• Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Find solutions that meet your organisations needs as well as the customer requirements

Providing a positive customer experience

• Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
• Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Demonstrate a cost-conscious mind-set when meeting customer and the business needs
• Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

Working with your customers / customer insights

• Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
• Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer service performance

• Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
• When managing referrals or escalations consider historical interactions and challenges to determine next steps

Service improvement

• Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
• Make recommendations based on your findings to enable improvement
• Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Develop the behaviours around:

Develop self

• Proactively keep your service, industry and best practice knowledge and skills up to date
• Consider personal goals related to service and act towards achieving them

Ownership/ Responsibility

• Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and your organisation
• Exercises proactivity and creativity when identifying solutions to customer and organisational issues
• Make realistic promises and deliver on them

Team working

• Work effectively and collaboratively with colleagues at all levels to achieve results
• Recognise colleagues as internal customers
• Share knowledge and experience with others to support colleague development

Equality

• Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer
• Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment

Presentation

• Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility, and satisfaction
• Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand

End Point Assessment Methods

To trigger the End Point Assessment, you must have: 

• English & maths GCSE minimum grade 4+ (C+) or equivalent level 2 qualification proof
• Completed a showcase portfolio, demonstrating how you have met the knowledge, skills and behaviours

 The End Point Assessment consists of:

• Workplace Observation: A pre-planned observation with questions, in your normal place of work and independently assessed for a minimum of 60 minutes
• Work Based Project: A 2500-word report on a project agreed with the EPAO, completed over a 2 month period
• Interview to support Project: A 60-minute interview, focussing on the work-based project report with 10 questions to be answered by the apprentice
• Professional Discussion: A 60-minute structured discussion, underpinned by a portfolio of evidence, with the Independent Assessor. This is to draw out the best of the apprentice’s competence and excellence and cover the knowledge, skills and behaviours

 This standard will be graded as Distinction, Pass or Fail.

What could I do when I have finished this Apprenticeship?

The customer service role may be a gateway to further career opportunities, such as management or senior support roles.

You may gain employment with your employer to pursue a career in an office as a supervisor or team leader and / or decide to complete a Business Administrator Apprenticeship (Level 3), or Team Leader/ Supervisor Apprenticeship (Level 3).

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Where and when will I learn? 

During the course you will be expected to attend one of our Darlington based Training Centres (Coleridge Centre, DL1 5AJ / Bennett House DL1 5PT) twice per month to develop your knowledge and practical skills in a controlled environment. These sessions will allow you to complete coursework, receive instant feedback and ensure you are ready for the End Point Assessment. The remainder of the week will be spent working with your employer putting the theory into practice to further develop your knowledge, skills and behaviours in a real working environment.

This course will typically take 15 months, but this is based on a vocational initial assessment to determine prior learning in this area and may be reduced.

How much will the Apprenticeship cost?

There are no fees for this apprenticeship.

What do I do next?

You can:

View our latest vacancies

Or you can:

1. Apply for this apprenticeship area [external link] to be entered into a 'pool of candidates'. When a relevant vacancy becomes available we will contact you.
2. If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area, please contact us

Who is this Apprenticeship for?

This course is for any eligible candidates, who wish to earn a wage while developing their knowledge, skills and behaviours in an administrative focused role within any industry.

Business administrators have a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This includes small and large businesses alike; from the public sector, private sector and charitable sector. The role may involve working independently or as part of a team and will involve developing, implementing, maintaining and improving administrative services. Business administrators develop key skills and behaviours to support their own progression towards management responsibilities.

The responsibilities of the role are to support and engage with different parts of the organisation and interact with internal or external customers. With a focus on adding value, the role of business administrator contributes to the efficiency of an organisation, through support of functional areas, working across teams and resolving issues as requested. The flexibility and responsiveness required allows the apprentice to develop a wide range of skills.

The business administrator is expected to deliver their responsibilities efficiently and with integrity – showing a positive attitude. The role involves demonstrating strong communication skills (both written and verbal) and adopting a proactive approach to developing skills. The business administrator is also expected to show initiative, managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others. 

Are there any entry requirements?

Must be a UK citizen, or have the right of abode in the UK, or is a citizen of a country that is within the EEA and have been ordinarily resident in the UK, the EU or the EEA continuously for the previous three years before the start of learning.

Candidates will have achieved a minimum of GCSE Grade 9-4 (A*-C) or equivalent in English and Maths. We also offer Functional Skills English and maths at Level 2 for those needing to gain these qualifications prior to enrolment.

Apprentices must be employed, for a minimum of 30 hours, in a role that suits the skills requirements of this apprenticeship.

New applicants will be contacted by a vocational delivery tutor to determine suitability/eligibility prior, give information and advice on the next steps.

Shortlisted applicants will be sent to the employer, to then follow their recruitment procedure. Unsuitable applicants will be sign-posted to other areas of our service to develop transferable/employability skills, with a view to ensuring they are suitable for other apprenticeship positions in the future.

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education or employment.

The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional and national economy.

What will the Apprenticeship cover?

The Business Administrator Level 3 Apprenticeship will develop the knowledge and understanding of:

The organisation: Understands organisational purpose, activities, aims, values, vision for the future, resources and the way that the political/economic environment affects the organisation.

Value of their skills: Knows organisational structure and demonstrates understanding of how their work benefits the organisation. Knows how they fit within their team and recognises how their skills can help them to progress their career.

Stakeholders: Has a practical knowledge of managing stakeholders and their differing relationships to an organisation. This includes internal and external customers, clients and/or suppliers. Liaises with internal/external customers, suppliers or stakeholders from inside or outside the UK. Engages and fosters relationships with suppliers and partner organisations.

External environment factors: Understands relevant external factors e.g. market forces, policy & regulatory changes, supply chain etc. and the wider business impact). Where necessary understands the international/global market in which the employing organisation is placed.

Relevant regulation: Understands laws and regulations that apply to their role including data protection, health & safety, compliance etc. Supports the company in applying the regulations.

 Policies: Understands the organisation's internal policies and key business policies relating to sector.

Business fundamentals: Understands the applicability of business principles such as managing change, business finances and project management.

Processes: Understands the organisation's processes. Is able to review processes autonomously and make suggestions for improvements. Applying a solutions-based approach to improve business processes and helping define procedures. Understands how to administer billing, process invoices and purchase orders.

Develop the skills in:

IT: Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.

Record and document production: Produces accurate records and documents. Makes recommendations for improvements and present solutions to management. Drafts correspondence writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches’ others in the processes required to complete these tasks.

Decision making: Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and can deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.

Interpersonal skills: Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.

Communications: Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.

Quality: Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.

Planning and organisation: Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment. Manages resources, organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics.

Project management: Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Develop the behaviours around:

Professionalism: Behaves in a professional way. This includes: personal presentation, respect, respecting and encouraging diversity to cater for wider audiences, punctuality and attitude to colleagues, customers and key stakeholders. Adheres to the organisation's code of conduct for professional use of social media. Acts as a role model, contributing to team cohesion and productivity – representing the positive aspects of team culture and respectfully challenging inappropriate prevailing cultures.

Personal qualities: Shows exemplary qualities that are valued including integrity, reliability, self-motivation, being pro-active and a positive attitude. Motivates others where responsibility is shared.

Managing performance: Takes responsibility for their own work, accepts feedback in a positive way, uses initiative and shows resilience. Also takes responsibility for their own development, knows when to ask questions to complete a task and informs their line manager when a task is complete. Performs thorough self-assessments of their work and complies with the organisation's procedures.

Adaptability: Is able to accept and deal with changing priorities related to both their own work and to the organisation.

Responsibility: Demonstrates taking responsibility for team performance and quality of projects delivered. Takes a clear interest in seeing that projects are successfully completed, and customer requests handled appropriately. Takes initiative to develop own and others' skills and behaviours.

On completion of the on-programme element of the apprenticeship you will enter gateway to the End Point Assessment, which is the final assessment. This will be conducted by an independent end point assessor who will grade the assessment.

End Point Assessment

To trigger the End Point Assessment, you must have: 

• English & maths GCSE minimum grade 4+ (C+) or equivalent level 2 qualification proof
• Completed a showcase portfolio, demonstrating how you have met the knowledge, skills and behaviours
• Completed a work based project

 The End Point Assessment consists of:

• Project Presentation: A 10–15-minute presentation based on the completed project, with a further 10-15 minutes question and answer session
• Online knowledge test: 50 multiple choice questions lasting a maximum of 60 minutes
• Portfolio Based Interview: A 30-45 minute interview assessing understanding and learning shown in the portfolio

 This standard will be graded as Distinction, Pass or Fail.

What could I do when I have finished this Apprenticeship?

The administration role may be a gateway to further career opportunities, such as management or senior support roles. You may gain employment with your employer to pursue a career in an office as a supervisor or team leader and / or decide to complete Customer Service Specialist Apprenticeship (Level 3), Team Leader/Supervisor Apprenticeship (Level 3). You will also be given information and guidance to continue onto other courses.

Where and when will I learn?

During the course you will be expected to attend one of our Darlington based Training Centres (Coleridge Centre, DL1 5AJ / Bennett House, DL1 5PT) to develop your knowledge and practical skills in a controlled environment. These sessions will allow you to complete coursework, receive instant feedback and ensure you are ready for the End Point Assessment. The remainder of the week will be spent working with your employer putting the theory into practice to further develop your knowledge, skills and behaviours in a real working environment.

This course will typically take 18 months, but this is based on a vocational initial assessment to determine prior learning in this area and may be reduced.

How much will the Apprenticeship cost?

There are no fees for this apprenticeship.

What do I do next?

You can:

View our latest vacancies

Or you can:

1. Apply for this apprenticeship area [external link] to be entered into a 'pool of candidates'. When a relevant vacancy becomes available we will contact you.
2. If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area, please contact us

Who is this Apprenticeship for?

This course is for any eligible candidates who wish to develop their knowledge, skills and behaviours in team leader focused role within any industry.

A team leader is found in organisations where there is a need for first-line management and support for teams and senior management. The broad purpose of this role is to provide leadership with operational and project responsibilities. Team leaders manage individuals, teams, or elements of a project, offering direction, instructions, and guidance to achieve set goals. They are vital for the smooth functioning of all departments within an organisation and are often responsible for ensuring that functions are correctly administered and maintained in line with legislation and the organisation’s procedures.

Key responsibilities are likely to include supporting, managing, and developing team members, managing projects, planning and monitoring workloads and resources, delivering operational plans, resolving problems, and building relationships internally and externally.

Typical job titles include: Duty Lead, Project Lead, Shift Supervisor, Team Leader or Trading Manager

Key responsibilities are likely to include;

• Supporting, managing and developing team members
• Managing projects
• Planning and monitoring workloads and resources
• Delivering operational plans
• Resolving problems
• Building relationships internally and externally

Are there any entry requirements?

Must be a UK citizen, or have the right of abode in the UK, or is a citizen of a country that is within the EEA and have been ordinarily resident in the UK, the EU or the EEA continuously for the previous three years before the start of learning.

Candidates will have achieved a minimum of GCSE Grade 4 (C) or equivalent Level 2 in English and Mathematics.  We also offer Functional Skills English and maths at Level 1 and Level 2 for those needing to gain these qualifications prior to enrolment.

Apprentices must be employed, normally for a minimum of 30 hours, in a role that suits the skills requirements of this apprenticeship. If you are not already employed, in this type of job role, you could search our apprenticeship vacancy page at:

www.darlington.gov.uk/jobs-and-careers/apprenticeships/apprenticeship-vacancies/

New applicants will be contacted by a vocational delivery tutor to determine suitability/ eligibility prior, give information and advice on the next steps.

Shortlisted applicants will be sent to the employer, to then follow their recruitment procedure. Unsuitable applicants will be signed posted to other areas of our service to develop transferable/ employability skills, with a view to ensuring they are suitable for other apprenticeship positions in the future.

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education or employment.

The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs, arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional and national economy.

What will the Apprenticeship cover?

The Team Leader L3 Apprenticeship will develop the knowledge and understanding of:

• Performance management techniques.
• How to identify the learning needs of others and solutions to address them.
• Processes and policies which support the delivery of operational requirements.
• Project management tools and techniques.
• Relevant regulation, legislation, and compliance that impacts their role and the organisation.
• Organisational strategy and objectives and how their role impacts on them.
• How to manage resources to implement operational and team plans.
• Time management and prioritisation tools.
• Communication techniques including presentation skills, negotiation and influencing skills.
• Policy and procedure relating to people and organisational culture.
• Stakeholder management.
• Problem-solving and decision-making principles.
• Principles of change management and continuous improvement.
• IT and software used to support the activities of the business.
• External factors that affect the workplace and how they are managed.
• The impact that internal and external factors such as environmental impacts, have on their role.
• Leadership and management approaches.
• The purpose of their role within the organisation.
• The impact that cross-team working has in the delivery of organisational objectives.
• How to collate, interpret and communicate data and information to meet the needs of different audiences.
• The wider social and economic environment in which the organisation operates.
• Approaches to managing budgets, and options and choices to maximise efficient use of resources.
• Principles of equity, diversity and inclusion in the workplace and their impact on the organisation and the team.

Develop the skills in:

• Use resources to implement operational and team plans.
• Use tools to organise, prioritise and allocate daily and weekly work activities.
• Able to collate and interpret data and information and create reports.
• Identify and support the development of the team through informal coaching and continuous professional development.
• Use information and problem-solving techniques to provide solutions and influence the decision-making process.
• Use digital tools for planning and project management to monitor project progress
• Review work processes to identify opportunities to improve performance and for continuous improvement.
• Use technology and software to produce documentation.
• Manage individual or team performance by setting objectives, monitoring progress, and providing clear guidance and feedback.
• Manage others through change by identifying challenges and the activities to resolve them.
• Interpret organisational strategy and communicate how this impacts others.
• Interpret and apply regulation and legislation, share best practices, and advise stakeholders on their application.
• Communicate information through different media (face-to-face meetings, emails, etc..).
• Collaborate with stakeholders in the organisation to ensure the delivery of operational goals.
• Manage and maintain relationships with a diverse workforce and stakeholders.
• Negotiate with and challenge stakeholders to manage change and reduce conflict.
• Interpret policy and support the delivery of equity, diversity and inclusion in the workplace and monitor their impact on their team.
• Identify future changes in the sector such as technology advances that may impact their organisation.
• Monitor the use of technology and the potential to reduce energy consumption through their optimisation in day-to-day tasks, such as reducing the use of paper and switching off items when not in use.

Develop and demonstrate the following behaviours:

• Acts professionally, ethically and with integrity.
• Supports an inclusive culture, treating colleagues and external stakeholders fairly and with respect.
• Takes accountability and ownership of their tasks and workload.
• Seeks learning opportunities and continuous professional development.
• Works flexibly and adapts to circumstances.

On completion of the on-programme element of the apprenticeship you will enter gateway to the End Point Assessment, which is the final assessment. This will be conducted by an independent end point assessor who will grade the assessment.

End Point Assessment

To trigger the End Point Assessment, you must:

• English & maths GCSE minimum grade 4+ (C+) or equivalent level 2 qualification proof.
• Completed a showcase portfolio, demonstrating how you have met the knowledge, skills and behaviours.

The End Point Assessment consists of:

Presentation with questions – 50 mins (20 mins presentation with 30 mins Q&A)

Professional discussion – 60 mins (underpinned with a portfolio of evidence)

This standard will be graded as Distinction, Pass or Fail

What could I do when I have finished this Apprenticeship?

On completion, apprentices may choose to register as Associate Members with the Chartered Management Institute and/or the Institute of leadership and management, to support their professional career development and progression.

The team leader role may be a gateway to further career opportunities, such as management or senior support roles.

You may wish to pursue a career as a supervisor and / or decide to join the Operations Manager (Level 5) Apprenticeship.

 You will also be given information and guidance to continue onto other courses.

Where and when will I learn?

During the course you will be expected to attend the training centre (Lingfield Way – DL1 4QZ) once a month to work towards the mandatory elements of the standard via the e-portfolio. The remaining days will be spent working with your employer gaining the skills, knowledge and behaviours required in preparation for End Point Assessment (EPA). These sessions will allow you to complete coursework, receive instant feedback and ensure you are ready for the End Point Assessment

This on-programme taught element will typically take 18 months, but this is based on a vocational initial assessment to determine prior learning in this area and may be reduced. The course duration is based on the apprentice working 30 hours per week but will be extended if the apprentice works less hours. The End Point Assessment will be completed within 3 months of completing the on-programme taught element.

How much will the Apprenticeship cost?

There are no fees for this apprenticeship.

What do I do next?

You can:

View our latest vacancies

Or you can:

1. Apply for this apprenticeship area [external link] to be entered into a 'pool of candidates'. When a relevant vacancy becomes available we will contact you.
2. If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area, please contact us

Who is this Apprenticeship for?

This course is for any eligible candidates who wish to develop their knowledge, skills and behaviours in project managerial focused role within any industry.

Projects can be defined and delivered within different contexts, across diverse industry sectors. They can be large or small. Every project needs to be managed to ensure its success. An associate project manager knows what needs to be achieved, how it will be achieved, how long it will take and how much it will cost and works with the project team to achieve the required outcomes.

Associate project managers need good planning, organisation, leadership, management, and communication skills. An associate project manager utilises resources with suitable skills, qualifications, experience, and knowledge to work together in a motivated and integrated team, with clearly defined reporting lines, roles, responsibilities, and authorities. Dependent upon the size of the organisations and the complexity of projects, associate project managers’ job titles will vary, but typically they can include: assistant project manager, junior project manager, project team leader. Some organisations use ‘project manager’ as a generic job title.

Roles may include: Assistant project manager, Junior project manager and Project team leader

Are there any entry requirements?

Must be a UK citizen, or have the right of abode in the UK, or is a citizen of a country that is within the EEA and have been ordinarily resident in the UK, the EU or the EEA continuously for the previous three years before the start of learning.

Candidates will have achieved GCSE Grade 9-4 (A*-C) or equivalent in English and Mathematics. We also offer Functional Skills English and maths at Level 2 for those needing to gain these qualifications prior to enrolment.

Apprentices must be employed, normally for a minimum of 30 hours, in an existing Early Intervention Practitioner in order to meet and develop the skills, knowledge and behaviours needed to be successful in this area. The duration of the apprenticeship would be extended if the apprentice works less than 30 hours.

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge, and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education, or employment.

The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs, arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional, and national economy.

What will the Apprenticeship cover?

The Associate Project Manager Level 4 Apprenticeship will develop the knowledge and understanding of:

Project governance

• Different types of organisational structures and responsibilities, functions, and project phases on different types of projects. How governance can control and manage the successful delivery of projects. The significance of the project management plan (PMP).

Project stakeholder management

• Stakeholders: their perspectives, different interests, and levels of influence upon project outcomes.

Project communication

• Key contexts of a project communication plan, its effectiveness in managing different stakeholders. Factors which can affect communications such as cultural and physical barriers

Project leadership

• The vision and values of the project and its links to objectives; the ways in which these can be effectively communicated and reinforced to team members and stakeholders. Leadership styles, qualities and the importance of motivation on team performance. Characteristics of the working environment which encourage and sustain high performance.

Consolidated planning

• Purpose and formats for consolidated plans to support overall management, taking account of lessons learnt and how the plans balance fundamental components of scope, schedule, resources, budgets, risks and quality requirements.

Budgeting and cost control

• Funding, estimating, overheads; direct costs, indirect costs, fixed costs, variable costs and an overall budget for a project; tracking systems for actual costs, accruals and committed costs; alternative cost breakdowns to provide for graphical representations, and performance management.
• Business case and benefits management - Preparation and/or maintenance of business cases, including benefits management.
• Project scope- Requirements management, and evaluation of alternative methods to learn from the past to improve delivery. Project scope change control, baseline change management, configuration management.

Project schedule

• Scheduling and estimating for project activities including how they can be quality assessed. Progress monitoring and metrics to assess work performed against the schedule. Schedule management methods to evaluate and revise activities to improve confidence in delivery.

Resource management

• Resource analysis, resource allocation and resource acceptance.

Project risk and issue management

• The need for and implementation of a risk management plan. Risk management methods and techniques to identify and prioritise threats or opportunities. Mitigation actions to minimise risk impacts and to optimise benefits by managing opportunities

Contract management and procurement

• The nature of contracts, and their implications for contracting organisations. Procurement processes. Legal and ethical means for managing contracts.

Project quality

• Quality management processes, assurance, and improvements. Outcomes of a quality management plan, metrics for processes and quality standards.

Project context 

• The different contexts in which projects can be delivered, including health, safety, and environment management. The interdependencies between project(s), programme(s) and portfolio management. Project phases and key review points, across project life cycles.

Demonstrate the following skills within the context of your organisation.

Project governance

• Project monitoring and reporting cycle to track, assess and interpret performance by the application of monitoring techniques to analyse status and manage information.

Stakeholder and communications management

• Manage stakeholders, taking account of their levels of influence and particular interests. Manage conflicts and negotiations. Communicate to a variety of different audiences. Contribute to negotiations relating to project objectives.

Budgeting and cost control

• Develop and agree project budgets, monitor forecast and actual costs against them and control changes. Support funding submissions. Tracking systems for actual costs, accruals and committed costs; structures for alternative cost breakdowns.

Business case

• Contribute to the preparation or maintenance of a business case including achieving required outcomes.

Scope management

• Determine, control and manage changes to the scope of a project, including assumptions, dependencies and constraints.

Consolidated planning

• Consolidate and document the fundamental components of projects. Monitor progress against the consolidated plan and refine as appropriate, implementing the change control process where relevant.

Schedule management

• Prepare and maintain schedules for activities aligned to project delivery.

Risk, and issue management

• Identify and monitor project risk or opportunity, plan and implement responses to them, contribute to a risk management plan. Respond to and manage issues within a defined governance structure.

Contract management and procurement

• Facilitate a procurement process, contribute to the definition of contractual agreements and contribute to managing a contract.

Quality management

• Develop a quality management plan, manage project assurance, and contribute to peer reviews. Utilise an organisation’s continual improvement process including lessons learned.

Resource management

• Develop resource management plans for project activities, acquire and manage resources including commitment acceptance, monitor progress against plans.

Develop and exhibit the behaviours, below, in the workplace:

Collaboration and teamwork

• Understands and is effective as part of an integrated team.

Leadership 

• Communicates direction and supports the vision for project delivery.

Effective and appropriate communication

• Working effectively with and influencing others, taking account of diversity and equality. Influences and facilitates effective team performance.

Drive for results

• Demonstrates clear commitment to achieving results and improving performance.

Integrity, ethics, compliance, and professionalism

• Promotes the wider public good in all actions, acting in a morally, legally and socially appropriate manner. Promotes and models the highest standards of professional integrity, ethics, trust and continued development.

End Point Assessment Methods

 To trigger the End Point Assessment, you must have: 

• Proof of English & maths GCSE minimum grade 4+(C+) or equivalent level 2 qualification
• Completed a qualification at International Project Management Association (IPMA) Level D or APM Project Management Qualification. (Part of the on-programme element)
• Completed a showcase portfolio, demonstrating how you have met the knowledge, skills and behaviours. 

The End Point Assessment consists of: 

• Presentation: To complement the evidence in the showcase portfolio 
• Professional Discussion: Evaluation of competence utilising the portfolio of evidence to test actual understanding and maintain a consistent evaluation of the final award. 

This standard will be graded as Distinction, Merit, Pass or Fail

What could I do when I have finished this Apprenticeship?

Upon commencement, apprentices may become student members of the Association for Project Management (APM) as the first step of professional membership. Apprentices will be eligible for progression to associate membership upon successful completion of the apprenticeship. Full membership can be attained through further experience and professional development.

You may wish to pursue a career as an associate project manager and / or decide to join the Operational Departmental Manager (Level 5) Apprenticeship

Where and when will I learn?

During the course you will be expected to attend the training centre once a month to work towards the mandatory elements of the standard via the e-portfolio. The remaining days will be spent working with your employer gaining the skills, knowledge and behaviours required in preparation for End Point Assessment (EPA). Functional Skills English and maths are embedded into your training programme. 

*Please note, Training can also take place via Teams

This on-programme taught element will typically take 24 months, but this is based on a vocational initial assessment to determine prior learning in this area and may be reduced. The End Point Assessment will be completed within 3 months of completing the on-programme taught element

How much will the Apprenticeship cost?

There are no costs to the apprentice for this course

What do I do next?

If you are already employed in this area and wish to join the course, or have identified an employer wishing to start you as an apprentice in this area contact us on 01325 405601

Alternatively …

View our latest vacancies!

Who is this Apprenticeship for?

This course is for any eligible candidates who wish to develop their knowledge, skills and behaviours in an operations managerial focused role within any industry.

Operations managers perform leadership and management duties with teams and senior managers to ensure that teams fulfil their roles and meet organisational goals. They are essential to all business models that have an operational area or department with a workforce to lead, manage, and support.

An operations manager is responsible for managing individuals or a team, offering direction, instructions, and guidance to achieve set goals. They are crucial for the smooth functioning of all departments within an organisation and ensure that their functions are administered and maintained in accordance with legislation and the organisation’s policies and procedures. Operations managers provide clear and inclusive leadership and direction within their area of responsibility. This typically involves setting, managing, and monitoring the achievement of core objectives aligned with the organisation’s overall strategic goals. In smaller organisations, they are also likely to contribute to the execution and achievement of these strategic objectives. 

Are there any entry requirements?

Must be a UK citizen, or have the right of abode in the UK, or is a citizen of a country that is within the EEA and have been ordinarily resident in the UK, the EU or the EEA continuously for the previous three years before the start of learning.

Candidates will have achieved a minimum of GCSE Grade 4 (C) or equivalent Level 2 in English and Mathematics.  We also offer Functional Skills English and maths at Level 1 and Level 2 for those needing to gain these qualifications prior to enrolment.

Apprentices must be employed, normally for a minimum of 30 hours, in a role that suits the skills requirements of this apprenticeship. If you are not already employed, in this type of job role, you could search our apprenticeship vacancy page at:

www.darlington.gov.uk/jobs-and-careers/apprenticeships/apprenticeship-vacancies/

New applicants will be contacted by a vocational delivery tutor to determine suitability/ eligibility prior, give information and advice on the next steps.

Shortlisted applicants will be sent to the employer, to then follow their recruitment procedure. Unsuitable applicants will be signed posted to other areas of our service to develop transferable/ employability skills, with a view to ensuring they are suitable for other apprenticeship positions in the future.

What is the curriculum intent of this Apprenticeship?

The structure and delivery of the course curriculum will enable you to develop the skills, knowledge and behaviours to reflect the needs of local and regional employers, gain qualifications and be successful in this area.

The curriculum is planned and sequenced to enable learners with previous knowledge and experience to develop the new skills needed to progress to the next stage of their career, training, education or employment.

The curriculum is flexible and responsive to learner demands and can be tailored to suit individual needs, arising from any current and dynamic issues affecting their role, which can be addressed during workshop sessions.

As an apprentice you will need to be able to demonstrate knowledge and practical skills at the end of your apprenticeship training programme and understand how this reflects the needs of the local, regional and national economy.

What will the Apprenticeship cover?

The Operations Manager Level 5 Apprenticeship will develop the knowledge and understanding of:

• Presentation skills and methods.
• Relevant regulation and legislation requirements, and their impact on their team, the individual, their role and the organisation.
• Legislation and organisational policies relating to equity, diversity and inclusion in the workplace and their impact on the organisation and stakeholders.
• Approaches to people management, for example recruitment, performance management, reward, and talent management and resource planning.
• IT and software tools used to support the current and future needs of the organisation, including advances in technology.
• Methods for researching, analysing, interpreting and evaluating data to inform judgements and enable decision making.
• Financial management techniques and implications of decisions for budgets.
• How to identify and manage organisational improvement opportunities.
• Project management tools and techniques.
• Methods used to identify, manage and prioritise stakeholder relationships.
• The current and future needs of the sector and the impact on their organisation.
• Problem solving and decision-making techniques.
• Influencing and negotiation models and techniques.
• Conflict resolution and mediation processes.
• Communication techniques and approaches.
• Ethics and values-based leadership theories and principles, for example employee wellbeing.
• Change management concepts and methods for implementing change within the organisation.
• Leadership and management tools and techniques.
• The sector in which the organisation operates and its impact on their role.
• The continuous development requirements and learning needs of their team.
• Business continuity principles, including risk assessment, contingency planning and disaster recovery.
• Organisational policies and procedures, for example health and safety.

• Responsible organisation policies and practices covering social, environmental, and economic factors, including sustainability.
• Coaching and mentoring techniques.
• The strategic direction of the organisation and the impact on operational plans.

 

Develop the skills in:

• Communicate and present information to stakeholders using different types of media.
• Identify problems and provide solutions.
• Manage and set goals and accountabilities for individuals and teams.
• Analyse performance data for individuals and teams to identify areas for improvement.
• Manage and influence project activity to deliver within budget and resource requirements.
• Lead and influence the team and individuals to support an inclusive culture of equity, diversity, and the promotion of well-being.
• Motivate team members and individuals through collaborative activities, for example one-to-one coaching and team meetings, to achieve organisational goals.
• Use digital tools to analyse information and monitor performance and budgets to drive the implementation and delivery of plans and projects.
• Research, interpret and analyse information to inform the implementation of business plans or projects.
• Evaluate the impact of outcomes from organisational plans or projects to drive the decision-making process.
• Interpret and implement the practical application of regulation, legislation and organisational policies for stakeholders.
• Manage continuous improvement and change for their team and organisation.
• Analyse and prioritise organisation activities in response to the operating environment.
• Implement business continuity plans, including risk assessment, contingency planning and disaster recovery, to ensure the uninterrupted operation of critical functions.
• Identify and respond to external factors that may influence the future landscape and evaluate their impact on the organisation.
• Influence and negotiate with stakeholders to shape and agree goals and outcomes.
• Manage relationships across multiple and diverse stakeholders.
• Deliver sustainable services and solutions which allow the organisation to respond to changes in social, economic and environmental factors.
• Manage and facilitate learning and continuous professional development for their team.
• Coach and mentor individuals within their team.
• Develop and implement operational plans that align with the strategic direction of the organisation.

Develop and demonstrate the following behaviours:

• Acts professionally, ethically and with integrity.
• Supports an inclusive culture, treating colleagues and stakeholders fairly and with respect.
• Takes accountability and ownership of their own and the team’s tasks and workload.
• Seeks learning opportunities and continuous professional development for self and the wider team.
• Works flexibly and adapts to circumstances.
• Works collaboratively with others across the organisation and stakeholders.

On completion of the on-programme element of the apprenticeship you will enter gateway to the End Point Assessment, which is the final assessment. This will be conducted by an independent end point assessor who will grade the assessment.

End Point Assessment

To trigger the End Point Assessment, you must:

• English & maths GCSE minimum grade 4+ (C+) or equivalent level 2 qualification proof.
• Completed an on-programme project, which will form the basis of their written project report in the EPA
• Completed a showcase portfolio, demonstrating how you have met the knowledge, skills and behaviours.

The End Point Assessment consists of:

Written project report – 4000 word report with KSBs mapped to an appendix.

Presentation with questions – 60 mins (20 mins presentation with 40 mins Q&A)

Professional discussion – 60 mins (underpinned with a portfolio of evidence)

This standard will be graded as Distinction, Pass or Fail

What could I do when I have finished this Apprenticeship?

On completion, apprentices may choose to register as Associate Members with the Chartered Management Institute and/or the Institute of leadership and management, to support their professional career development and progression.

The team managerial role may be a gateway to further career opportunities, such as higher management or senior support roles.

 You will also be given information and guidance to continue onto other courses.

Where and when will I learn?

During the course you will be expected to attend the training centre (Eastbourne Sports Complex) once a month to work towards the mandatory elements of the standard via the e-portfolio. The remaining days will be spent working with your employer gaining the skills, knowledge and behaviours required in preparation for End Point Assessment (EPA). Functional Skills English and maths are embedded into your training programme. 

Please note, training can also take place via Teams.

This on-programme taught element will typically take 24 months, but this is based on a vocational initial assessment to determine prior learning in this area and may be reduced. The End Point Assessment will be completed within 3 months of completing the on-programme taught element.

How much will the Apprenticeship cost?

There are no fees for this apprenticeship.

What do I do next?

You can:

View our latest vacancies

Or you can:

1. Apply for this apprenticeship area [external link] to be entered into a 'pool of candidates'. When a relevant vacancy becomes available we will contact you.
2. If you are already employed in this area and wish to join the apprenticeship training, or have identified an employer wishing to start you as an apprentice in this area, please contact us