OCR Level 5 NVQ for Contact Centre Professionals

What you'll be able to do

• Understand the principles of learning programmes and their purpose
• Assess learner needs and identify learning gaps
• Agree learning goals with learners that are specific, measurable, achievable, relevant, and time-bound (SMART)
• Develop a learning plan that outlines the activities and resources required to achieve the learning goals
• Review learning progress with learners and provide feedback

What you'll be able to do

• Understand the core principles of quality auditing and its role in ensuring compliance and improvement.
• Plan and prepare for quality audits, including defining scope, objectives, and audit criteria.
• Conduct quality audits in a professional and objective manner, gathering evidence and assessing compliance.
• Document audit findings accurately and comprehensively, including observations, non-conformities, and recommendations.
• Understand the procedures for audit follow-up, including corrective actions, verification, and closure.

What you'll be able to do

• Understand the purpose of different types of meetings and their objectives
• Prepare for meetings, including creating agendas and distributing relevant materials
• Chair meetings effectively, managing discussions and ensuring participation
• Participate in meetings constructively, contributing ideas and respecting others' viewpoints
• Understand meeting administration, including taking minutes and following up on action points

What you'll be able to do

• Understand the fundamental principles of project scheduling, including task dependencies, critical path analysis, and resource allocation
• Create project schedules using appropriate software or tools, defining tasks, durations, and dependencies
• Monitor project progress against the schedule, tracking milestones, identifying delays, and reporting on status
• Control project schedules by implementing corrective actions to address deviations, reallocating resources, or adjusting timelines
• Identify and address schedule deviations promptly, communicating changes to stakeholders and implementing mitigation strategies
• Understand how to manage resource allocation within project schedules, ensuring that resources are available when needed and used efficiently

What you'll be able to do

• Understand the different types of contact centre systems and their functions
• Use contact centre systems to perform basic tasks
• Know the key features and functions of contact centre technology
• Follow established procedures when using contact centre systems and technology

What you'll be able to do

• Understand contact centre systems and their functions
• Know different types of contact centre technology and their applications
• Use contact centre systems to perform tasks
• Understand data security measures in contact centres
• Troubleshoot common system issues and escalate problems

What you'll be able to do

• Understand the different types of contact centre systems used in the industry
• Understand the various technologies used in contact centres, including hardware and software
• Use contact centre systems to perform required tasks
• Use contact centre technology to support customer interactions
• Troubleshoot common system issues and escalate where necessary

What you'll be able to do

• Understand the various systems and technologies commonly used in contact centres, including their purpose and functionality.
• Know the key features and functions of different contact centre systems, such as ACDs, IVRs, and CRM systems.
• Evaluate the performance of contact centre systems, identifying areas for improvement.
• Understand how different contact centre systems integrate with each other to provide a seamless customer experience.
• Troubleshoot common system problems, such as connectivity issues and software glitches.
• Select appropriate technology solutions to meet the specific needs of a contact centre.

What you'll be able to do

• Understand contact centre systems and their functionalities
• Know about different technologies used in contact centres
• Evaluate system performance based on key performance indicators
• Analyse technology trends and their impact on contact centre operations
• Manage system security to protect sensitive information
• Understand system integration and interoperability

What you'll be able to do

• Understand the importance of continuous improvement in the workplace
• Identify areas where improvements can be made
• Contribute ideas for improvement to processes and procedures
• Understand how to implement improvements effectively
• Evaluate the impact of implemented improvements

What you'll be able to do

• Understand the fundamental principles that underpin effective team development
• Support the development of individuals within a team environment
• Contribute effectively to the achievement of team objectives
• Provide constructive feedback to team members to support their development
• Understand methods for ensuring effective communication within a team

What you'll be able to do

• Understand the key stages and considerations involved in the personnel selection process.
• Know the criteria used to evaluate candidates for specific roles and responsibilities.
• Contribute to the shortlisting process by reviewing applications and identifying suitable candidates.
• Participate in interviews by asking relevant questions and assessing candidates' skills and experience.

What you'll be able to do

• Plan project hand-over, including identifying key tasks, responsibilities and timelines
• Communicate hand-over requirements clearly and effectively to all relevant stakeholders
• Document hand-over processes accurately and comprehensively, ensuring all necessary information is recorded
• Understand legal and organisational requirements for hand-over, including data protection and confidentiality
• Manage risks during hand-over, identifying potential problems and implementing appropriate mitigation strategies

What you'll be able to do

• Understand what customer care is and its importance in building customer loyalty and positive relationships
• Communicate with customers in a clear, friendly and professional manner, both verbally and in writing
• Respond to customer requests promptly and efficiently, providing accurate information and assistance
• Escalate customer issues to the appropriate person or department when necessary

What you'll be able to do

• Understand the fundamental principles of providing excellent customer care
• Communicate effectively with customers using different methods
• Handle customer enquiries in a professional and timely manner
• Understand customer expectations regarding products, services, and support
• Resolve customer complaints fairly and efficiently

What you'll be able to do

• Understand customer care principles and their importance in providing excellent service
• Handle customer enquiries effectively and professionally
• Resolve customer complaints in a timely and satisfactory manner
• Escalate complex customer issues to the appropriate personnel
• Understand the organisation's customer care procedures and policies

What you'll be able to do

• Understand principles of customer care, including empathy, active listening and effective communication
• Handle customer enquiries in a professional and efficient manner, providing accurate and helpful information
• Resolve customer complaints effectively, finding solutions that meet the customer's needs and maintain their satisfaction
• Monitor customer satisfaction, gathering feedback and using it to improve customer service
• Understand customer service standards and how to meet them consistently

What you'll be able to do

• Evaluate different customer care strategies and their effectiveness in various contexts
• Analyse customer feedback to identify areas for service improvement and implement appropriate changes
• Understand the importance of customer retention and the factors that contribute to customer loyalty
• Manage difficult customer interactions professionally and resolve complaints effectively
• Exceed customer expectations by providing exceptional service and building positive relationships

What you'll be able to do

• Understand the purpose of database software for storing and managing information.
• Create a simple database with appropriate fields and data types.
• Enter data into a database accurately and efficiently.
• Search for specific data within a database using various search criteria.
• Understand how to save and print data from a database in a clear and organised manner.

What you'll be able to do

• Understand fundamental database concepts, including tables, fields, and records
• Create a new database using database software
• Enter new data into a database accurately
• Edit existing data within a database
• Search for specific data within a database using queries
• Sort data within a database based on different criteria
• Generate reports from a database to summarise and present data

What you'll be able to do

• Create and modify databases to store and manage information
• Query and retrieve data from databases using appropriate search techniques
• Maintain database integrity by ensuring data accuracy and consistency
• Understand database concepts and terminology, including tables, fields, and relationships
• Design a simple database to meet specific information management requirements

What you'll be able to do

• Understand the potential causes of poor performance in a team environment
• Identify instances of poor performance based on defined criteria
• Address poor performance through constructive feedback and support
• Know organisational procedures and policies for managing employee performance
• Document performance issues accurately and objectively, in line with organisational requirements

What you'll be able to do

• Understand the principles of delegation, including its benefits, risks, and ethical considerations.
• Select appropriate tasks for delegation, considering the skills and experience of team members.
• Delegate work effectively, providing clear instructions, expectations, and deadlines.
• Provide ongoing support and guidance to team members during the delegated task.
• Monitor the progress of delegated tasks, providing feedback and addressing any issues that arise.

What you'll be able to do

• Understand the fundamental principles of resource management within a given context.
• Analyse resource utilisation to identify areas for improvement.
• Determine the effectiveness of resource use in achieving desired outcomes.
• Optimise resource allocation to maximise efficiency and effectiveness.
• Evaluate the impact of resource decisions on overall performance and objectives.

What you'll be able to do

• Plan project activities effectively, taking into account resource availability and task dependencies.
• Create a detailed project schedule that outlines tasks, timelines, and milestones.
• Monitor project progress against the schedule, identifying any deviations or delays.
• Review the project schedule regularly and make necessary adjustments to ensure timely completion.

What you'll be able to do

• Understand the principles of setting and achieving operational objectives within a project context
• Analyse project requirements to identify operational needs
• Develop clear and measurable operational objectives that align with project goals
• Document operational objectives in a clear and concise manner
• Communicate operational objectives effectively to relevant stakeholders

What you'll be able to do

• Understand project planning methodologies, including their strengths and weaknesses
• Define project scope, establishing clear boundaries and objectives
• Develop project schedules, using appropriate tools and techniques to estimate timelines
• Identify resource requirements, determining the necessary personnel, equipment, and materials
• Outline project programmes, creating a high-level overview of key activities and milestones

What you'll be able to do

• Understand the key elements of personal effectiveness in a work environment.
• Understand the factors that contribute to organisational effectiveness.
• Improve personal performance through self-assessment and development activities.
• Follow established workplace procedures and protocols.
• Contribute effectively to team goals and collaborative efforts.

What you'll be able to do

• Understand the principles of personal effectiveness, including time management and self-organisation.
• Understand the principles of organisational effectiveness, including teamwork and communication.
• Manage own time effectively to meet deadlines and achieve goals.
• Contribute effectively to team objectives and work collaboratively with others.
• Identify areas for personal development and create a plan for improvement.

What you'll be able to do

• Understand principles of personal effectiveness, including time management and goal setting
• Understand principles of organisational effectiveness, including teamwork and communication
• Develop personal goals, aligning them with organisational objectives
• Contribute to organisational goals, working effectively as part of a team
• Manage own time, prioritising tasks and meeting deadlines
• Communicate effectively, using appropriate methods and channels

What you'll be able to do

• Understand various techniques for enhancing personal effectiveness in the workplace
• Understand the principles of organisational effectiveness and how they contribute to overall success
• Develop personal development plans to improve skills and knowledge
• Contribute to the improvement of organisational processes to enhance efficiency
• Manage time effectively to prioritise tasks and meet deadlines
• Communicate effectively with colleagues and stakeholders

What you'll be able to do

• Understand the meaning and importance of strategic objectives within a project context.
• Develop strategic objectives that align with project goals and organisational strategy.
• Analyse project requirements to inform the development of strategic objectives.
• Evaluate different strategic options to determine the most suitable approach.
• Implement strategic objectives effectively to achieve desired project outcomes.

What you'll be able to do

• Understand the principles of team development and dynamics.
• Identify individual development needs within a team.
• Create development plans tailored to individual needs and team goals.
• Provide coaching and mentoring to support individual development.
• Evaluate the impact of development activities on individual and team performance.
• Understand performance management processes and their role in development.

What you'll be able to do

• Plan training sessions effectively, taking into account learning objectives and available resources
• Deliver training sessions in a clear, engaging and professional manner
• Evaluate training sessions to identify areas for improvement and measure their effectiveness
• Understand different learning styles and how to adapt training sessions to meet individual needs

What you'll be able to do

• Understand direct selling techniques used in contact centres
• Acquire customers through direct selling methods
• Communicate effectively with potential customers
• Understand contact centre procedures related to direct selling

What you'll be able to do

• Understand direct selling techniques and strategies
• Know customer acquisition methods used in sales
• Apply sales skills to achieve targets
• Handle customer enquiries and provide information
• Understand customer service standards and expectations

What you'll be able to do

• Understand direct selling principles and their importance
• Know customer acquisition techniques used in contact centres
• Apply sales skills effectively in contact centre environments
• Handle customer objections and resolve issues professionally
• Understand relevant legislation and regulations related to direct selling and customer acquisition

What you'll be able to do

• Understand various direct selling techniques used in contact centres
• Understand different customer acquisition methods employed in contact centres
• Apply direct selling techniques to achieve sales targets
• Acquire new customers through effective communication and persuasion
• Understand relevant legislation and regulations related to direct selling and customer acquisition
• Evaluate sales performance and identify areas for improvement

What you'll be able to do

• Understand various direct selling techniques applicable in a contact centre setting
• Identify potential customers and qualify leads for direct selling campaigns
• Plan customer acquisition strategies that align with business objectives and target audience
• Evaluate the effectiveness of direct selling campaigns using key performance indicators (KPIs) and data analysis
• Understand legal and ethical considerations related to direct selling practices, including data protection and consumer rights

What you'll be able to do

• Understand the purpose of email communication in personal and professional contexts.
• Send emails to single and multiple recipients, including adding attachments.
• Receive and read emails, and how to reply or forward them appropriately.
• Manage email contacts by adding, editing, and deleting contact information.
• Organise emails using folders, labels, or other methods to ensure efficient retrieval.

What you'll be able to do

• Understand the functions and features of email systems
• Compose emails that are clear, concise, and professional
• Manage emails effectively using email software features
• Know and apply appropriate email etiquette in different contexts
• Understand email security risks and how to mitigate them

What you'll be able to do

• Understand the underlying systems and protocols involved in email communication
• Send and receive emails effectively
• Manage email accounts, including setting up filters and organising messages
• Use email features effectively, such as attachments, signatures, and out-of-office replies
• Understand email security best practices and appropriate email etiquette

What you'll be able to do

• Understand different group learning theories and their application in various contexts
• Plan group learning activities, considering learning objectives and group dynamics
• Facilitate group learning effectively, promoting participation and collaboration
• Evaluate group learning outcomes and provide constructive feedback

What you'll be able to do

• Understand the core principles of coaching as a learning and development method
• Know different coaching techniques and their application
• Plan coaching sessions tailored to individual needs
• Deliver coaching in a supportive and effective manner
• Evaluate the effectiveness of coaching interventions

What you'll be able to do

• Understand the principles of demonstration as a learning method
• Understand the principles of instruction as a learning method
• Plan demonstrations that support learning
• Deliver instruction in a clear and effective manner
• Evaluate learning following demonstrations and instruction

What you'll be able to do

• Understand principles of effective presentations, including audience engagement and visual aids
• Plan a presentation, including defining objectives and structuring content
• Design presentation materials that are clear, concise, and visually appealing
• Deliver engaging presentations, using appropriate techniques to maintain audience interest
• Evaluate the effectiveness of presentations, gathering feedback and identifying areas for improvement

What you'll be able to do

• Understand fundamental project management principles
• Plan project activities to achieve project goals
• Monitor project progress against the project plan
• Identify risks that could prevent project completion
• Ensure project activities are completed to the required standard and within agreed timescales

What you'll be able to do

• Understand project evaluation methodologies and their application
• Collect project data relevant to the evaluation criteria
• Analyse project performance against established targets and benchmarks
• Identify areas for improvement based on the evaluation findings
• Present evaluation findings clearly and concisely, using appropriate formats

What you'll be able to do

• Understand different types of meetings that can be used in an organisation
• Plan meetings, including setting objectives and creating agendas
• Facilitate meetings effectively, ensuring all participants have the opportunity to contribute
• Manage meeting participants, addressing any disruptive behaviour
• Record meeting outcomes, including actions and decisions

What you'll be able to do

• Understand basic IT concepts and terminology
• Use a computer and its peripherals
• Use basic software applications for common tasks
• Access information online using a web browser
• Follow basic IT safety guidelines to protect equipment and data

What you'll be able to do

• Understand the common types of IT hardware and software used in everyday settings.
• Use IT tools and applications for effective communication, such as email and instant messaging.
• Use IT tools and applications for information retrieval, including searching the internet and accessing online resources.
• Use IT tools and applications to perform basic tasks, such as word processing and data entry.
• Understand the basic principles of IT security and how to protect personal information and devices.

What you'll be able to do

• Understand fundamental general IT concepts and terminology
• Know common IT applications and their uses in everyday life
• Use IT for communication purposes, such as email and messaging
• Use IT for information retrieval from the internet
• Maintain IT security by following basic security practices

What you'll be able to do

• Understand relevant health and safety legislation applicable to ICT and contact centre environments
• Know common hazards present in ICT environments
• Know common hazards present in contact centres
• Identify risks associated with hazards in the workplace
• Report hazards and risks according to organisational procedures

What you'll be able to do

• Understand the key health and safety legislation relevant to ICT environments and contact centres
• Know the common hazards present in ICT environments and contact centres
• Implement health and safety procedures to minimise risks in ICT and contact centres
• Respond appropriately to emergencies that may occur in ICT and contact centres
• Understand the principles of risk assessment and its application in ICT and contact centre settings

What you'll be able to do

• Understand relevant health and safety legislation and regulations applicable to ICT environments
• Know common hazards and risks associated with working in ICT environments
• Follow established health and safety procedures to minimise risks
• Report health and safety concerns and incidents to the appropriate personnel
• Understand emergency procedures and protocols for ICT and contact centre environments

What you'll be able to do

• Understand relevant health and safety legislation and regulations
• Know common hazards present in ICT and contact centre environments
• Implement safety procedures to minimise risks and ensure a safe working environment
• Assess risks in the workplace and identify appropriate control measures
• Respond to emergencies effectively, following established protocols

What you'll be able to do

• Understand project option identification methods, including brainstorming and research techniques
• Identify project options, considering various factors such as feasibility and cost
• Evaluate project options, using appropriate evaluation methods
• Understand option evaluation criteria, including cost-benefit analysis and risk assessment
• Document option evaluation, providing clear and concise information on the process and outcomes

What you'll be able to do

• Identify individual learning needs through self-assessment and feedback from others.
• Set clear and achievable learning aims that align with identified learning needs.
• Develop a structured learning programme that includes appropriate resources and activities.
• Review learning progress regularly and make adjustments to the learning programme as needed.

What you'll be able to do

• Understand the concept of risk perception and how it can vary between individuals
• Identify perceived risks in a given situation or environment
• Evaluate different risk control options based on their effectiveness and feasibility
• Prioritise risk control measures based on the level of risk and available resources
• Understand the importance of clear and effective risk communication to stakeholders

What you'll be able to do

• Understand the processes involved in strategic risk identification.
• Identify strategic risks that could affect a project's success.
• Evaluate different options for minimising project risk, considering their costs and benefits.
• Know the established risk management processes and procedures.
• Assess the potential impact of identified project risks on project outcomes.

What you'll be able to do

• Understand the fundamental principles of quality assurance and its importance in maintaining high standards.
• Develop quality assurance procedures that are tailored to the specific needs of an organisation.
• Implement quality assurance systems effectively, ensuring that they are integrated into existing processes.
• Monitor and evaluate quality, using appropriate metrics and tools.
• Identify areas for improvement in quality assurance systems and processes.
• Understand relevant standards and regulations related to quality assurance, such as ISO 9001.

What you'll be able to do

• Understand incident management processes within an organisation
• Identify incidents according to defined criteria
• Escalate incidents to the appropriate personnel
• Understand incident reporting procedures and documentation requirements
• Resolve incidents following established protocols

What you'll be able to do

• Understand incident management processes, including identification, classification, and resolution
• Identify incidents, recognising potential disruptions to services
• Classify incidents, categorising them based on their impact and severity
• Prioritise incidents, determining the order in which they should be addressed
• Resolve incidents, implementing solutions to restore services
• Document incident resolution, recording the steps taken and the outcomes achieved

What you'll be able to do

• Understand the core principles of incident management, including its role in maintaining service continuity.
• Identify and classify incidents based on their impact and urgency.
• Prioritise incident resolution based on established criteria and service level agreements.
• Escalate incidents to the appropriate personnel or teams for further investigation and resolution.
• Accurately document incident details, including symptoms, impact, and resolution steps.
• Understand incident reporting procedures and the importance of timely and accurate reporting.

What you'll be able to do

• Understand the fundamental principles of incident management and its importance in maintaining service continuity.
• Identify and classify incidents based on their impact, urgency, and nature.
• Respond to incidents effectively, following established procedures and prioritising actions.
• Escalate incidents appropriately to the relevant teams or individuals, ensuring timely resolution.
• Understand the importance of incident reporting and documentation, including capturing key information and maintaining accurate records.
• Understand the purpose and process of post-incident reviews, including identifying root causes and implementing preventative measures.

What you'll be able to do

• Understand the purpose of the internet as a global network and intranets as private networks within organisations
• Access information on the internet using web browsers and search engines
• Use internet search tools effectively to find relevant information
• Understand internet safety practices, including protecting personal information and avoiding online scams
• Use email to send and receive messages, including attachments

What you'll be able to do

• Understand the purpose and function of the internet and intranets
• Browse the internet using a web browser
• Search for information online using search engines and other resources
• Use email to send and receive messages
• Understand the importance of internet safety and security measures

What you'll be able to do

• Understand the purpose of the internet as a global network for information sharing
• Understand the purpose of intranets as internal networks for organisations
• Search for information online using search engines and other resources
• Evaluate the credibility of online sources
• Navigate websites and intranets effectively using hyperlinks and menus
• Understand internet security risks such as viruses, malware, and phishing scams
• Understand how to protect personal information online

What you'll be able to do

• Understand different methods of interpersonal communication, including verbal, non-verbal, and written methods
• Adapt communication styles and techniques to suit different audiences and situations
• Produce clear, concise, and accurate written communication for various purposes
• Understand the importance of effective communication in building relationships and achieving goals

What you'll be able to do

• Understand advanced interpersonal communication techniques, such as conflict resolution and negotiation
• Tailor written communication for specific purposes, such as reports, emails, and presentations
• Present information effectively to different audiences using appropriate visual aids and delivery techniques
• Understand the impact of communication on relationships and how to build rapport with others
• Use active listening skills to understand and respond to the needs of others

What you'll be able to do

• Understand various interpersonal communication techniques, including active listening, questioning, and non-verbal cues.
• Understand different written communication methods, such as emails, reports, and memos, and their appropriate use.
• Communicate effectively with others in a professional and respectful manner, both verbally and non-verbally.
• Produce clear, concise, and accurate written communication for various purposes.
• Adapt communication style to suit different audiences and situations.

What you'll be able to do

• Understand the fundamental principles of effective interpersonal communication.
• Adapt communication style to suit different audiences and situations.
• Use various written communication methods effectively, such as emails and reports.
• Apply active listening skills to understand and respond to others.
• Provide constructive feedback to colleagues and team members.

What you'll be able to do

• Understand different leadership styles and their impact on team performance and motivation
• Motivate team members by setting clear goals, providing recognition, and fostering a positive work environment
• Delegate tasks effectively, assigning responsibilities based on individual skills and experience
• Monitor individual performance against agreed targets, providing regular feedback and support
• Provide constructive feedback to team members, addressing performance issues and identifying areas for improvement
• Support team development by providing opportunities for training, mentoring, and collaboration

What you'll be able to do

• Understand the fundamental principles underpinning continuous quality improvement methodologies.
• Know various methods and techniques for identifying opportunities for improvement within an organisation.
• Implement quality improvement plans effectively, following established procedures and guidelines.
• Monitor and evaluate the effectiveness of implemented quality improvements, using appropriate metrics and data analysis.
• Understand the importance of engaging stakeholders throughout the continuous quality improvement process.

What you'll be able to do

• Understand the reasons why organisations need to change and adapt.
• Plan for organisational change, considering different approaches and resources.
• Implement change activities according to a defined plan.
• Monitor and evaluate the implementation of change, identifying areas for improvement.
• Understand the potential impact of change on individuals within the organisation.

What you'll be able to do

• Understand the principles of performance management and its importance
• Set clear and measurable performance objectives for teams and individuals
• Monitor performance against agreed objectives
• Provide constructive feedback and coaching to improve performance
• Address performance issues in a fair and consistent manner

What you'll be able to do

• Understand the principles of financial resource management within an organisation.
• Know the relevant legislation and regulations relating to the use of financial resources.
• Plan the use of financial resources to meet specified objectives.
• Monitor the use of financial resources against the agreed plan.
• Report on the use of financial resources, highlighting any variances.

What you'll be able to do

• Understand the principles of resource management and their importance
• Plan resource usage effectively to meet requirements
• Allocate physical resources according to the plan
• Monitor resource usage and identify any discrepancies
• Report resource issues to the relevant authorities

What you'll be able to do

• Understand methods for monitoring learner progress effectively
• Review learner progress against agreed targets and objectives
• Identify areas for improvement in learner performance
• Understand reporting requirements related to learner progress
• Provide constructive feedback to learners on their progress

What you'll be able to do

• Understand the key processes involved in performance management, from target setting to performance review
• Set realistic and achievable performance targets that align with team and organisational objectives
• Monitor performance against targets using appropriate metrics and tracking systems
• Provide feedback to team members on their performance, both positive reinforcement and constructive criticism
• Understand how to address performance issues in a fair and consistent manner, following established procedures

What you'll be able to do

• Understand the core principles of performance management and its role in achieving organisational goals
• Set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) performance targets for individuals and teams
• Monitor individual performance against agreed targets and identify areas for improvement
• Provide constructive feedback to employees, both positive and developmental, to enhance their performance
• Understand the purpose and process of performance appraisals and their contribution to employee development
• Manage underperformance effectively, following established procedures and providing appropriate support

What you'll be able to do

• Understand the fundamental principles of performance management and its role in achieving organisational goals.
• Set clear, measurable, achievable, relevant, and time-bound (SMART) performance objectives for employees.
• Monitor employee performance against agreed objectives, using appropriate methods and tools.
• Provide constructive performance feedback to employees, both positive and areas for improvement.
• Understand the processes involved in performance appraisals, including documentation and evaluation.
• Understand how to address underperformance effectively, including identifying causes, implementing support plans, and taking appropriate action.

What you'll be able to do

• Understand the purpose and importance of a project brief in ICT projects
• Gather relevant information required for developing a project brief
• Define clear and measurable project objectives and scope within a project brief
• Develop a comprehensive project brief that includes all necessary information
• Present a project brief to stakeholders in a clear and concise manner

What you'll be able to do

• Define clear and measurable project objectives that align with organisational goals.
• Identify key project stakeholders and their roles and responsibilities.
• Analyse project costs and benefits using appropriate methods.
• Develop a comprehensive business case that justifies the project and outlines its potential benefits.
• Present the business case to stakeholders in a clear and persuasive manner.

What you'll be able to do

• Understand quality policies and procedures, including their purpose and scope
• Provide advice on quality policies, explaining their requirements and benefits
• Support the development of quality policies, contributing to their creation and improvement
• Support the implementation of quality policies, ensuring they are followed and maintained
• Understand relevant legislation and regulations related to quality assurance

What you'll be able to do

• Understand the process of developing quality systems, from initial planning to implementation and maintenance.
• Provide advice on the design and implementation of effective quality systems.
• Support the implementation of quality systems by providing training, guidance, and resources.
• Communicate quality system requirements to stakeholders, ensuring that they understand their roles and responsibilities.
• Understand relevant quality standards, such as ISO 9001, and their application in different contexts.
• Evaluate the effectiveness of quality systems, identifying areas for improvement and making recommendations for change.

What you'll be able to do

• Understand different remote support methods, including telephone, email, and remote access software
• Provide remote support to users, addressing their technical issues and queries
• Communicate effectively remotely, using clear and concise language
• Follow instructions accurately when providing remote support
• Understand basic product/service information relevant to providing remote support

What you'll be able to do

• Understand different remote support methods and their applications
• Access and utilise remote support tools effectively
• Provide remote support to users in a professional manner
• Accurately record support activities and outcomes

What you'll be able to do

• Understand different remote support methods and technologies available.
• Diagnose common issues encountered during remote support sessions.
• Provide effective remote support solutions to resolve user problems.
• Understand security considerations and best practices for remote support activities.
• Document remote support activities accurately and comprehensively.

What you'll be able to do

• Understand different remote support methods, including remote desktop access, screen sharing, and telephone support
• Diagnose product or service issues remotely using diagnostic tools, knowledge bases, and troubleshooting techniques
• Provide remote support solutions to resolve product or service issues, following established procedures and service level agreements
• Escalate complex issues to appropriate technical support teams or specialists, providing relevant information and documentation
• Understand the security considerations for remote support, including data protection, access control, and secure communication protocols

What you'll be able to do

• Understand different remote support methods used for products or services
• Access remote systems securely and efficiently
• Diagnose remote issues accurately using appropriate techniques
• Resolve remote issues effectively, following established procedures
• Understand escalation procedures for unresolved remote support issues

What you'll be able to do

• Understand causes of poor performance in a team, including lack of skills, motivation, or resources
• Know organisational procedures for addressing poor performance, including disciplinary processes
• Identify signs of poor performance in team members
• Provide constructive feedback to team members regarding their performance
• Implement performance improvement plans to support team members in improving their performance

What you'll be able to do

• Understand project management methodologies and their application
• Monitor project progress against agreed plans and milestones
• Analyse project performance data to identify trends and deviations
• Identify project risks and issues that may impact project delivery
• Recommend corrective actions to address project risks and issues

What you'll be able to do

• Understand the key stages of the personnel selection process
• Identify the skills and experience required for specific activities
• Evaluate candidate suitability based on defined criteria
• Understand legal and ethical considerations related to personnel selection
• Document the selection process accurately and comprehensively

What you'll be able to do

• Understand the specific purpose and application of the specialist or bespoke software
• Access and launch the specialist software, including any necessary login procedures
• Use the basic functions of the software to perform simple tasks relevant to its purpose
• Understand how to save data created or modified within the software, ensuring it is stored correctly

What you'll be able to do

• Understand the purpose and applications of specialist software in different industries
• Use bespoke software designed for specific tasks or organisations
• Apply software to specific tasks, following instructions and guidelines
• Understand software customisation options and how to adapt software to meet specific needs

What you'll be able to do

• Use specialist or bespoke software to perform specific tasks
• Adapt to different software interfaces and functionalities
• Troubleshoot common software problems to resolve issues effectively
• Understand the purpose of specialist software in relation to specific industry or organisational needs

What you'll be able to do

• Understand project scheduling principles, including critical path analysis and Gantt charts
• Specify project activities, breaking down the project into manageable tasks
• Estimate activity durations accurately, considering resources and dependencies
• Define activity dependencies, identifying the relationships between tasks
• Understand resource allocation for activities, assigning appropriate resources to each task

What you'll be able to do

• Understand the purpose of spreadsheet software for organising and analysing data.
• Enter different types of data (text, numbers, dates) into a spreadsheet accurately.
• Format data in a spreadsheet using appropriate fonts, sizes, colours, and alignment.
• Perform basic calculations using formulas and functions (e.g., addition, subtraction, average).
• Understand how to save spreadsheets in different file formats and print them with appropriate settings.

What you'll be able to do

• Understand the functions of spreadsheet software, including data entry, manipulation, and analysis
• Create and format spreadsheets to present information effectively
• Use formulas and functions to perform calculations and data analysis
• Present data using charts and graphs to visualise trends and patterns

What you'll be able to do

• Create spreadsheets to organise and manage data effectively.
• Format spreadsheet data to improve readability and presentation.
• Use spreadsheet formulas to perform calculations and data analysis.
• Create charts and graphs to visualise data and identify trends.
• Understand spreadsheet functions and their applications in data manipulation.

What you'll be able to do

• Understand the fundamental principles that underpin effective staff resource planning within a contact centre environment.
• Accurately forecast contact centre staffing needs based on anticipated call volumes and service level agreements.
• Create efficient and effective staff rotas that optimise resource allocation and meet operational demands.
• Effectively manage staff absence and leave, ensuring minimal disruption to service delivery.
• Understand the relevant legislation and regulations that impact staff resource planning, including employment law and working time directives.

What you'll be able to do

• Understand the fundamental principles underpinning staff resource planning within a contact centre environment
• Accurately forecast contact centre resource requirements based on anticipated demand and service level agreements
• Create effective staff schedules that optimise resource utilisation and meet operational needs
• Optimise resource allocation to ensure efficient service delivery and minimise costs
• Monitor and adjust resource plans in response to real-time performance data and changing circumstances

What you'll be able to do

• Evaluate the factors that affect resource planning in a contact centre environment
• Analyse staff requirements based on workload and service level agreements
• Develop a resource plan that meets the needs of the contact centre
• Implement a resource plan effectively, ensuring adequate staffing levels
• Monitor the effectiveness of the resource plan and make adjustments as needed
• Evaluate the different resource planning tools available and their suitability for specific contact centre needs

What you'll be able to do

• Understand individual learning needs, including learning styles, preferences and any specific support requirements
• Provide support to learners, offering encouragement, guidance and practical assistance
• Offer advice to learners on learning strategies, resources and career pathways
• Monitor learner progress, tracking their achievements and identifying any areas where they may need additional support
• Know referral procedures for learners who require specialist support or guidance

What you'll be able to do

• Understand the concept of competence in the workplace and its significance.
• Assess competence against defined standards and criteria.
• Provide constructive feedback on performance to support individual development.
• Support the identification and addressing of individual development needs.
• Understand the importance of adhering to workplace standards and regulations.

What you'll be able to do

• Understand mentoring principles, including the roles and responsibilities of a mentor
• Build rapport with learners, establishing a positive and supportive relationship
• Provide constructive feedback, offering specific and actionable suggestions for improvement
• Support learner development, providing guidance and encouragement to achieve goals
• Monitor learner progress, tracking achievements and identifying areas for further support

What you'll be able to do

• Understand the core principles of resource management within an organisation.
• Identify resource requirements for specific tasks and projects.
• Monitor resource usage to ensure efficient allocation and prevent shortages.
• Minimise waste of resources through effective planning and control.
• Support efficient resource allocation by providing information and assistance to colleagues.

What you'll be able to do

• Use IT software effectively for a range of tasks
• Enter data accurately and efficiently into IT software
• Save and retrieve data using appropriate file management techniques
• Print documents with correct formatting and layout

What you'll be able to do

• Use IT software applications effectively
• Input data accurately into IT systems
• Format documents using IT software
• Understand IT security procedures to protect data

What you'll be able to do

• Use advanced IT software functions and features
• Create complex documents using IT software
• Analyse data using IT software tools
• Understand data security protocols to maintain data integrity
• Troubleshoot IT problems effectively

What you'll be able to do

• Understand the basic components of an IT system, including hardware and software elements
• Log on and off an IT system securely, using appropriate usernames and passwords
• Use basic IT system functions, such as opening applications, navigating the file system, and accessing the internet
• Understand how to keep data secure on an IT system, including protecting against unauthorised access and data loss

What you'll be able to do

• Understand the different components of IT systems, including hardware and software
• Use operating systems to manage computer resources
• Use a variety of software applications to complete tasks
• Manage files and folders effectively within an IT system
• Understand basic IT security measures to protect data and systems

What you'll be able to do

• Understand the different components and functions of IT systems
• Understand the purpose of different types of software
• Use IT systems to enter data accurately and efficiently
• Store data in an organised manner
• Retrieve information from IT systems using appropriate search techniques
• Present information in a clear and concise format
• Follow established procedures for IT system use, including security protocols and data protection guidelines

What you'll be able to do

• Understand different methods of exchanging information using IT, such as email, instant messaging, and file sharing
• Send and receive information using chosen methods, including attaching files and responding to messages
• Use IT tools to share information with others, following appropriate protocols and guidelines
• Understand security considerations when exchanging information, including protecting against viruses and phishing scams

What you'll be able to do

• Understand different methods of exchanging information using IT, including email, instant messaging, and file sharing
• Use email for effective communication, including composing, sending, and receiving messages
• Use instant messaging to communicate in real-time
• Share files electronically using appropriate methods and tools
• Understand data protection principles and how they apply to exchanging information using IT

What you'll be able to do

• Understand different methods of exchanging information using IT, including email, instant messaging, and file sharing
• Understand the importance of data security when exchanging information
• Send and receive emails with attachments
• Manage email contacts and folders
• Use online collaboration tools such as shared documents and video conferencing
• Share files electronically using cloud storage or other methods
• Follow organisational policies for exchanging information

What you'll be able to do

• Understand the key features and functions of word processing software packages
• Create new documents and save them in appropriate formats, as well as open existing documents
• Format text within a document, including changing font styles, sizes, and alignment
• Print documents from the software, selecting appropriate print settings for the desired output

What you'll be able to do

• Understand the features of word processing software, including text formatting, layout options, and editing tools
• Create and format documents, including letters, reports, and essays
• Use editing tools to proofread, correct, and refine documents
• Manage document layout, including margins, headers, footers, and page numbering

What you'll be able to do

• Understand the features and functionalities of word processing software
• Create and format documents using word processing software
• Use advanced word processing tools, such as mail merge and macros
• Manage and share documents effectively, including version control and collaboration
• Understand document accessibility principles and how to create accessible documents