City & Guilds Level 2 Award in Providing Financial Services

What you'll be able to do

• Manage ideas of team members Assessment criteria AC1.1 motivate members of your team, including yourself, to identify ideas for new products and/or services and improvements AC1.2 respond enthusiastically to ideas identified by members of your team and provide constructive feedback AC1.3 encourage members of your team to share, discuss and work together in developing initial ideas AC1.4 identify and pursue opportunities to work with other teams to generate and develop ideas AC1.5 discuss and agree with members of your team those ideas which should be developed further, how they should be developed and the required resources AC1.6 provide ongoing support, encouragement and resources to members of your team who are developing and testing ideas and help to remove any identified obstacles AC1.7 encourage and develop the creativity of members of your team AC1.8 encourage members of your team to take acceptable risks in pursuing innovation and to make and learn from mistakes. Learning outcome The learner will:
• Manage ideas of team members Assessment criteria AC2.1 explain the key differences between creativity and innovation AC2.2 describe how to make time available for identifying and developing ideas AC2.3 describe how to motivate people to generate and develop ideas AC2.4 explain how to provide constructive feedback on ideas to individuals AC2.5 explain the importance of communication in innovation and how to encourage communication across your team AC2.6 summarise the potential obstacles to creativity and whether/how they can be removed AC2.7 explain the reasons for selecting initial ideas for further development AC2.8 explain how initial ideas might be further developed and tested AC2.9 explain how to recognise and manage risk in innovation Learning outcome The learner will:
• Manage implementation of team members Assessment criteria AC3.1 agree the practical implementation of ideas, based on the identified benefits, risks and required resources, when you have the authority to do so AC3.2 support members of your team in submitting formal proposals and plans for the practical implementation of ideas to other people for approval AC3.3 oversee practical implementation of ideas by your team and monitor and report on progress AC3.4 ensure that the originators and developers of any ideas which are successfully implemented receive recognition for their achievement Learning outcome The learner will:
• Manage implementation of team members Assessment criteria AC4.1 describe how to develop formal proposals and plans for the practical implementation of an idea and how to support others in doing this AC4.2 describe how to develop creativity in yourself and others AC4.3 state the resources required for creativity and innovation AC4.4 explain how to learn from mistakes AC4.5 explain how to recognise the achievements of the originators/developers of ideas which have been successfully implemented

What you'll be able to do

• Understand company structures and responsibilities Assessment criteria AC1.1 Outline own work role and the responsibilities involved AC1.2 Outline possible sources of technical advice and information available at work Learning outcome The learner will:
• Understand the structure of the market for general insurance business and the roles and responsibilities of the various parties within it related to job role Assessment criteria AC2.1 Define the various parties in the structure of the insurance market related to the work carried out AC2.2 Describe the roles and responsibilities of the parties identified Learning outcome The learner will:
• Understand the details of general insurance policies. Assessment criteria AC3.1 Explain relevant policy cover, terms and conditions related to the work carried out including: a. Standard extensions and/or limitations b. Non-standard extensions and/or limitations Learning outcome The learner will:
• Evaluate products or services offered by the employing firm and compare them with others available in the market and with the needs of customers Assessment criteria AC4.1 Obtain and assess appropriate information to evaluate a product or service AC4.2 Identify and evaluate the differences in the features, benefits and prices of the products or services offered by the company with others available in the market AC4.3 Identify any cover and premiums the company offers that may not be relevant to the needs of customers AC4.4 Identify any changes in the market, customers’ needs and other circumstances which necessitate changes in products or services AC4.5 Identify and evaluate gaps in the products and services offered by the company AC4.6 Analyse information about products and services, drawing valid conclusions about the products and services offered Learning outcome The learner will:
• Prepare recommendations for improving products or service offered by the company, and present these to the appropriate person. Assessment criteria AC5.1 Prepare recommendations for improving products and services, supporting these with sufficient and valid evidence AC5.2 Present recommendations to the appropriate people, explaining the features, benefits and any disadvantages or risks Learning outcome The learner will:
• Understand the requirements of all codes, laws and regulatory requirements Assessment criteria AC6.1 Explain the policies and procedures which apply to own job role to include: a. Legal requirements b. Professional codes c. Industry regulations AC6.2 Summarise the relevant insurance and legal principles and regulations relevant to the work carried out AC6.3 Describe the action required when an activity falls outside of personal authority Learning outcome The learner will:
• Comply with all codes, laws and regulatory requirements Assessment criteria AC7.1 Comply with legal requirements, professional codes, industry regulations and organisational policies

What you'll be able to do

• Prepare to lead a meeting Assessment criteria AC1.1 perform activities needed to be carried out in preparation for leading a meeting AC1.2 produce documentation in support of activities Learning outcome The learner will:
• Manage meeting procedures Assessment criteria AC2.1 identify any formal procedures that apply in own organisation Learning outcome The learner will:
• Chair a meeting Assessment criteria AC3.1 manage the agenda in co-operation with participants to ensure meeting objectives are met AC3.2 produce minutes of the meeting and allocate action points after discussions Learning outcome The learner will:
• Undertake post-meeting tasks Assessment criteria AC4.1 explain that the minutes of the meeting provide an accurate record of proceedings AC4.2 communicate and follow up meeting outcomes to relevant individuals AC4.3 evaluate whether the meeting’s objectives were met and identify potential improvements

What you'll be able to do

• Prepare to offer excellent customer service to clients Assessment criteria AC1.1 Make sure knowledge of the organisation’s financial services products and/or services relevant to your work is up-to-date AC1.2 Make sure your personal knowledge of the financial services market relevant to the job role is up-to-date AC1.3 Organise self to make sure attention to the client is consistently prompt Learning outcome The learner will:
• Manage client needs and expectations Assessment criteria AC2.1 Use knowledge of the financial services market and the financial services products and/or services offered by the organisation to identify client needs and expectations AC2.2 Provide information to the client in a manner which promotes understanding and takes account of their needs and motivations AC2.3 Meet clients’ expectations consistently AC2.4 Manage the relationship with clients to enhance the flow of financial services business Learning outcome The learner will:
• Maintain excellent customer service for clients Assessment criteria AC3.1 Prioritise objectives and plan work to make best use of time and resources AC3.2 Reorganise work to respond to unexpected additional workloads AC3.3 Reorganise work when systems, people or resources have been unreliable AC3.4 Keep accurate and up-to-date records of all actions taken Learning outcome The learner will:
• Deal with feedback from customers about financial services products and or services Assessment criteria AC4.1 Respond appropriately to clients comments about the products or services the organisation is offering have been made AC4.2 Make all relevant people aware of repeated comments made by clients Learning outcome The learner will:
• Comply with internal and external procedures and regulations Assessment criteria AC5.1 Carry out work in accordance with organisational policies and procedures AC5.2 Ensure compliance with the legal requirements and industry regulations relevant to the job role

What you'll be able to do

• Produce a work plan for own area of responsibility Assessment criteria AC1.1 explain the context in which work is to be undertaken AC1.2 identify the skills base and the resources available AC1.3 examine priorities and success criteria needed for the team AC1.4 produce a work plan for own area of responsibility Learning outcome The learner will:
• Allocate and agree responsibilities with team members Assessment criteria AC2.1 identify team members’ responsibilities for identified work activities AC2.2 agree responsibilities and smart (specific, measurable, achievable, realistic and time- bound) objectives with team members Learning outcome The learner will:
• Monitor the progress and quality of work in own area of responsibility and provide feedback Assessment criteria AC3.1 identify ways to monitor progress and quality of work AC3.2 monitor and evaluate progress against agreed standards and provide feedback to team members Learning outcome The learner will:
• Review and amend plans of work for own area of responsibility and communicate changes Assessment criteria AC4.1 review and amend work plan where changes are needed AC4.2 communicate changes to team members