Our Apprenticeship programme

Our apprenticeship programmes

We have a wide range of programmes covering a broad range of skills, competencies, and certifications from Level 2 (entry level) to Level 6 (degree and beyond). Each apprenticeship programme varies in length, according to the level and subject. The training element lasts for a minimum of 12 months and is followed by an End point assessment.

The apprenticeship has 3 stages:

On programme:

This is where all the teaching and learning takes place and where the apprentice work on developing the skills they will need later down the line to do their job and complete the end point assessment.

Gateway:

This is a 3-way discussion which is held with the apprentice, their line manager and talent coach to discuss readiness for the end point assessment.

End-point assessment:

The EPA will be managed by an End-point assessment organisation (EPAO) who will quality assure the process to ensure it is fair and reliable. The EPA will take place with an Independent Apprenticeship Assessor sent by the EPAO.

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Name of Programme

Customer Service and Administration

Customer service practitioner - Level 2

Customer service specialist - Level 3

Business administrator - Level 3

Leadership and management

Associate project manager - Level 4

Operational Delivery officer- Level 3

Team leader / supervisor - level 3

Operations Departmental Manager – Level 5

Coaching Professional - Level 5

Legal, finance and accounting

Financial services customer adviser - Level 2

Financial services Senior customer adviser - Level 3

Financial services senior compliance and risk specialist - Level 6

Sector-specific specialisms

Business improvement practitioner - Level 4

Policy officer - Level 4

Commercial procurement and supply - Level 4

Operational Firefighter - Level 3

What this role involves?

The 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.

Length of programme

The programme is structured to be completed within a 16 month duration, however if the apprentice works less than 30 hours a week the duration is pro-rata.
In month 13 a gateway discussion is held between the apprentice, their line manager and the Capita talent coach to decide whether the apprentice is ready for end point assessment.

End point assessment consists of 2 discrete assessment methods:

Observation
Professional discussion underpinned by a portfolio of evidence

What you can expect from this Level 2 apprenticeship:

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research and reading
Work-based activities contextualised to the employer

Key themes covered

Customer service skills and behaviours
Product knowledge
Presentation skills
Professional language and reputation

Qualification

City & Guilds (C&G) grade the end point assessment as either Pass or Distinction

Customer service specialist Level 3

Customer service practitioner Level 2

Customer Service and Administration

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. This could take many different forms in many different types of environments, including contact centres, retail (shops), webchat, working for a service industry or at customer service points. The individual may be the first point of contact for the customer and work in any sector or organisation.

Who is it suitable for?

This will suit anyone who enjoys providing customer service products and services for businesses and other organisations, including face-to-face, telephone, digital and written contact and communications. This programme will be suitable for: Customer service assistant, receptionist, customer service trainee, customer support executive, customer service agent.

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What this role involves?

Associate project managers need good planning, organisation, leadership, management and communication skills.

Length of programme

The programme is 18 months in total.
In month 15 a gateway discussion is held between the apprentice, their line manager and the Capita talent coach to decide whether the apprentice is ready for end point assessment.

End point assessment consists of 2 discrete assessment methods:

Professional discussion
Presentation and questioning

Key themes covered

Budgeting & cost management
Communication
Leadership
Procurement
Conflict management
Earned value management
Negotiation
Sponsorship and teamwork

What you can expect from this Level 4 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research, and reading
Work-based activities contextualised to the employer

Qualification

Level 4 Diploma (PMQ) with the Association of Project Management.

Operational delivery officer- Level 3

Team leader / supervisor - level 3

Leadership and Management

This programme has been designed for those in a supervisory or first-line manager role. The programme offers practical knowledge and skills from team leading through project management giving you all the tools you need to start your management journey.

Who is it suitable for?

This programme will be suitable for: junior manager, supervisor, team leader, project officer, shifts supervisor, foreperson and shift manager.

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What this role involves?

This role will involve supporting managers and developing team members, as well as managing projects, planning and monitoring resources and workloads, delivery of operational plans, resolving problems and building relationships both internally and externally. The team leader/ supervisor role may be a gateway to further career opportunities in Senior Management Role.

Length of programme

The programme is 17 months in total - 13 months in learning and a 4-month assessment period - comprising the following stages:
End point assessment
Presentation- A Presentation and Q and A discussion between the learner and the assessor.
Professional discussion- Conversation between learner and the assessor underpinned by the learner’s portfolio of evidence.

What you can expect from this level 3 apprenticeship

Key themes covered

Team Development and Resource Management
Building a High-Performance Team
Managing Self, Communication and Interpersonal Skills
Organisational Culture and Strategy
Problem Solving and Decision Making
Data management
Organisational Governance
Project Management

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums.
1-2-1 coaching sessions
Work-based activities contextualised to the employer

Qualification: L3 Diploma in Team Leader/ Supervisor Apprenticeship awarded by ILM- Institute of Leadership and Management (to include Digital Credentials)

Operations Departmental Manager – Level 5

Leadership and Management

This programme has been designed for those who manage teams and or projects to achieve operational or departmental goals. Usually, managing managers and accountable to a more senior manager or business owner can work in the private, public or third sector.

Who is it suitable for?

This programme is suitable for: operations manager, regional manager, divisional manager, department manager and specialist managers.

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What this role involves

Specific responsibilities and job titles will vary, but the knowledge, skills and behaviours needed will be the same. Key responsibilities may include creating and delivering operational plans, managing projects, leading and managing teams, managing change, financial and resource management, talent management, coaching and mentoring.

Length of programme

The programme can be up to 28 months in total
18 months in learning and a 4-month assessment period excluding the diploma
24 months and 4 months assessment if the diploma is included. This assessment comprises of the following stages.

End point assessment

Project of 4,000 words and presentation based on the project followed by a discussion between the Learner and the Assessor.

Professional Discussion- Conversation between Learner and the Assessor underpinned by the Learner’s portfolio of evidence.

What you can expect from this level 5 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums.
1-2-1 coaching sessions
Work-based activities contextualised to the employer

Key themes covered

Organisational performance
Operations management
Interpersonal excellence
Organisational Culture & Strategy
Data management
Organisational Governance
Project Management

Qualification

L5 Diploma is awarded by ILM- Institute of Leadership and Management (to include Digital Credentials) is optional

Coaching Professional apprenticeship - Level 5

Leadership and management

This programme is ideal for those in both a new or existing position and offers coaching skills to help enhance both the performance and the confidence of employees across the whole business.

Who is it suitable for?

Job roles suitable for this programme: business coach, career coach, coaching practitioner, coaching professional, leadership coach, performance coach and team coach.

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What this role involves?

This role involves working with a wide range of people and teams across organisations to empower and engage with them to enhance their professional performance. Effective coaching is future focussed, releases potential and enables transition, transformation and change for business improvement.

Length of programme

The programme is 15 months in total - 12 months in learning and a 3-month assessment period - comprising the following stages:

End point assessment:

• Observation with Questions and Answers.

• Interview supported by a Portfolio of evidence.

• Knowledge Test

What you can expect from this level 5 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Work-based activities contextualised to the employer

Key themes covered

Theories of Learning and Reflective Practice
The Theories of emotional and Social Intelligence
Diversity and Inclusion
The Theory of Organisational Culture
Stakeholder Management
Questioning Techniques
Commitment to Self- development

Qualification

Level 5 Diploma in Coaching Professional Apprenticeship awarded by Innovate. This standard aligns with the following professional recognition- European Mentoring and Coaching Council for Accredited Coaching Practitioner, The Association for Coaching for Accredited Coach and The International Coach Federation for Associate Certified Coach.

Financial services customer adviser Level 2

Legal, finance and accounting

This apprenticeship has been designed for use in banks and building societies but also has wider application across financial services. Within these organisations there are several frontline roles that deal with customers on a range of relatively straightforward transactions within a detailed regulatory and risk framework – these may happen in a branch, over the phone, through the internet or actioned by an individual in an operations centre that supports other areas of the business.

Who is it suitable for?

The programme is suitable for roles with the titles of banking customer services advisor, call centre operator, financial advisor, mortgage advisor, insurance consultant.

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What this role involves?

The broad purpose of the occupation is to help customers in banks and building societies or the broader financial services sector. Typical activities could include - depending on the organisation – branch cashier, dealing face to face with customer enquiries in branches, helping them use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving relatively straightforward problems and complaints, proactively contacting customers, identifying sales opportunities and making referrals.

Length of programme

The apprenticeship runs for 15 months. In month 12 a gateway discussion is held between the apprentice, their line manager and the Capita talent coach to decide whether the apprentice is ready for end point assessment.

End point assessment consists of 2 discrete assessment methods:

Professional discussion
Presentation and questioning

What you can expect from this Level 2 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and
community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research, and reading
Work-based activities contextualised to the employer

Key themes covered

Products and services
Systems and processes
Industry and company understanding
Communication
Teamwork
Customer servicer

Qualification

There are no required qualifications for this apprenticeship.

The Assessment Plan contains suggested qualifications/units that employers can use to ensure robust technical knowledge. This standard puts the apprentice on the pathway towards professional membership of the Chartered Banker Institute, the London Institute of Banking & Finance, or the Chartered Insurance Institute, depending on which qualifications are taken. A further qualification may be required to be able to apply for membership. It forms the foundation of a career within the sector, providing the foundation for further development through a career path within the organisation which may include a Level 3 or other apprenticeship.

Financial services senior customer adviser - level 3

What this role involves?

The role of the financial services senior compliance and risk specialist is to give high-level advice to financial services organisations on the legal and regulatory rules they must follow, such as for data security or preventing money laundering. This is likely to include dealing with complex problems, implementing new legal and regulatory requirements, and working with senior managers in the organisation. The role requires sound ethical standards and significant technical expertise, together with the capability to influence senior members of the organisation.

Length of programme

The programme is structured to be completed within a 40- month duration, however, if the apprentice works less than 30 hours a week, the duration is pro-rata. In month 33 a gateway discussion is held between the apprentice, their line manager and the Capita talent coach to decide whether the apprentice is ready for end point assessment.

End point assessment consists of 2 discrete assessment methods:

Observation
Professional discussion underpinned by a portfolio of evidence

What you can expect from this Level 6 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research and reading
Work-based activities contextualised to the employer

Key themes covered

Risk and compliance frameworks
Industry and company understanding
Customers and products
Systems and processes
Analysing and problem solving
Communicating and influencing
Delivering services
Strategy and planning.

Qualification

The apprentice will complete one appropriate qualification (as considered most relevant by the employer) from one of the following professional bodies:

International Compliance Association: International diploma in anti money laundering; International diploma in governance; Risk and compliance; Advanced certificate in business compliance; International diploma in financial crime prevention; International advanced certificate in Anti money laundering; International advanced certificate in practical customer due diligence; International advanced certificate in managing fraud; International advanced certificate in regulatory compliance; International advanced certificate in managing sanctions risk.
London Institute of Banking and Finance: Chartered associateship programme
Chartered Banker Institute: Associate Chartered Banker Diploma; Chartered Banker Diploma; Professional Bankers certificate; Professional Bankers Diploma
Chartered Insurance Institute: Advanced Diploma in Insurance; Diploma in Insurance
Chartered Institute of Credit Management: Diploma in Credit Management; BA(Hons) Credit
Management; CSA Diploma in Compliance Risk Management
Institute of Risk Management: International Certificate in Risk Management; Certificate in Risk Management in FS; International Diploma in Risk Management
Chartered Banker Institute (CBI)
Chartered Institute of Securities and Investment: Diploma in Investment Compliance

Business improvement practitioner Level 4

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Customer service specialist Level 3

Customer Service and Administration

This apprenticeship programme develops an individual to be an advocate of excellent customer service and to act as a referral point for more complex or technical customer requests, complaints and queries.

Who is it suitable for?

This role will suit anyone who enjoys dealing with customer queries, purchases and complaints. This could take many different forms and be in many types of environments including contact centres, retail (shops), webchat, working within the service industry or at customer service points. This programme will be suitable for: customer service advisor, customer service coordinator, customer service representative, customer service officer.

What you can expect from this Level 3 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research and reading
Work-based activities contextualised to the employer

Key themes covered

Knowing the customers and their needs/customer insight
Business knowledge and understanding
Customer service culture and environment awareness
Providing positive customer experience

Qualification:

City & Guilds (C&G) grade the end point assessment as either Pass or Distinction.

Business administrator Level 3

What this role involves?

The role of a customer service specialist will influence customer experience and satisfaction with an organisation. The main purpose of a customer service specialist is to be a professional for direct customer support within all sectors and organisations.

Length of programme

The programme is structured to be completed within a 16 month duration, however if the apprentice works less than 30 hours a week the duration is pro-rata.
In month 13 a gateway discussion is held between the apprentice, their line manager and the Capita Talent Coach to decide whether the apprentice is ready for end point assessment.

End point assessment consists of 3 discrete assessment methods:

Work-based project followed by a presentation
Professional discussion underpinned by a portfolio of evidence
Observation with questions and answers

Business administrator Level 3

Customer Service and Administration

Business administrators support and engage with different parts of the organisation, interacting with customers to provide effective and efficient processes within the business.

Business administrators have a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This includes small and large organisations alike, from the public sector, private sector and charitable sector. Business administrators develop key skills and behaviours to support their own progression towards management responsibilities.

Who is it suitable for?

This programme will be suitable for: receptionist, office junior, administrative assistant, business support officer, executive business partner.

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What this role involves?

The role may involve working independently or as part of a team and will involve developing, implementing, maintaining and improving administrative services. An optional specialist qualification is available for those who are undertaking additional roles, for example booking and organising events, planning and co-ordinating diaries and engagement with stakeholders. The administration role may be a gateway to further career opportunities, such as management or senior support roles.

Length of programme

The programme is structured to be completed within a 15-month duration, however if the apprentice works less than 30 hours a week the duration is pro-rata.
In month 13 a gateway discussion is held between the apprentice, their line manager and the Capita talent coach to decide whether the apprentice is ready for end point assessment.

End point assessment consists of 3 discrete assessment methods:

Knowledge test
Portfolio of evidence followed by interview
Work based project followed by presentation

What you can expect from this Level 3 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research, and reading
Work-based activities contextualised to the employer

Key themes covered

Communications
Managing priorities
Problem solving
People management
IT skills
Planning and organisation
Project Management

Qualification

City & Guilds (C&G) grade the end point assessment as either Pass or Distinction.

Associate project manager Level 4

Leadership and management

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.

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.

Who is it suitable for?

Dependent upon the size of the organisation and the complexity of projects, associate project managers’ job titles will vary, but typically they can include: assistant project manager, junior project manager and project team leader. Some organisations use ‘project manager’ as a generic job title.

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What this role involves?

Typically, practitioners lead smaller projects and/or play a key supporting role in a larger programme – tackling issues that may require swift problem solving, or recurring challenges that require in-depth analysis and the implementation of a range of effective and sustainable countermeasures.

Length of programme

The programme is 16 months in total - 14 months learning and a 2 - month assessment period – and comprises the following stages:

End point assessment
Multiple choice examination
Project report, presentation & questioning
Professional discussion

Qualification

Six Sigma Green Belt

What you can expect from this Level 4 apprenticeship

The delivery methodology comprises:

Workshops include action set learning, pre- and post work, peer to peer learning, and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research, and reading
Work-based activities contextualised to the employer

Key themes covered:

Principles of Lean Six Sigma
Project management
Change management
Defining, measuring and analysing problems
Improving and controlling process
Communication and management skills
Coaching, motivation techniques and sharing best practice
Delivering successful outcomes

Policy officer Level 4

What this role involves?

A policy officer works to shape and/or influence government policy by working with a wide range of stakeholders and experts. They’ll typically work as part of a wider team and report to a senior policy officer. Policy officers work within central and local government, but also within private and third sector organisations that interact with, and strive to influence, government policy.

Length of programme

The programme is structured to be completed within a 18-month duration, however if the apprentice works less than 30 hours a week the duration is pro-rata.
In month 14 a gateway discussion is held between the apprentice, their line manager and the Capita talent coach to decide whether the apprentice is ready for end point assessment.

End point assessment consists of 4 discrete assessment methods:

Multiple choice exam
Written policy exercise with 2 essay-style questions
Presentation with Q&A
Portfolio and professional discussion

What you can expect from this Level 4 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research and reading
Work-based activities contextualised to the employer

Key themes covered

Policy areas
Political environment
Programme and project management
Commercial awareness
Policy delivery
Evidence based problem solving
Presentation skills
Communicating with influence

Qualification

Innovate grade the end point assessment as either Achieved or Exceeded.

Commercial procurement and supply Level 4

Operational delivery officer- Level 3

Leadership and management

The role of an operational delivery person is to work in local and central government to ensure the public gets the services and protection they need.

An operational delivery officer’s role includes bringing data and evidence together, and making sure it is correct, as well as analysing information and making decisions. Duties will depend on who the public service employer is and what they are responsible for; it could involve working in any occupational delivery area of central or local government, in services or protection.

Who is it suitable for?

This programme is suitable for operational delivery lead, operational service and delivery manager, operational risk analyst, operational planning and team leader, service delivery planner.

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What this role involves?

A career in operational delivery is varied and involves working on the front line in different public-facing environments. It also involves dealing with a wide variety of customers and delivering a range of public services.

Length of programme

The programme is structured to be completed within a 15-month duration, however if the apprentice works less than 30 hours a week the duration is pro-rata.
In month 13 a gateway discussion is held between the apprentice, their line manager and the Capita Talent Coach to decide whether the apprentice is ready for end point assessment

Team leader/supervisor - level 3

End point assessment consists of 2 discrete assessment methods:

Work-based project followed by a presentation of the project with questions and answers
Professional discussion underpinned by a portfolio of evidence

What you can expect from this Level 3 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research and reading
Work-based activities contextualised to the employer

Key themes covered

Customer service skills
Teamwork
Gathering and managing information
Negotiating and influencing skills
Problem solving and decision making

Qualification

City & Guilds (C&G) grade the end point assessment as either Pass or Distinction

What this role involves?

The work of procurement and supply professionals includes the process of procurement, or buying goods and services. However these roles can be much broader, extending to a huge range of related commercial activity such as influencing policy, financial analysis, engaging in contract law, and developing strategy to deliver services.

Length of programme

The programme is 24 months in total - 18 months learning and a 6-month assessment period - comprising the following stages:

End point assessment
Project report
Presentation and professional discussion

What you can expect from this Level 4 apprenticeship

The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research, and reading
Work-based activities contextualised to the employer

Key themes covered:

Context of procurement and supply
Budgeting and managing costs procurement lifecycles
Pre-procurement and market engagement
Sourcing and contract agreements
Supplier management
Category management

What this role involves?

The broad purpose of the occupation is to deal with a wide range of emergency situations where problem solving and initiative are vital to resolve incidents quickly and calmly. An operational firefighter must adopt a sensitive approach to dealing with members of the public and casualties who may be distressed and confused. This may involve undertaking a wide range of emergency situations such as tackling fires, searching, rescuing and protecting people and animals.

Length of programme

The apprenticeship runs for 24 months. All of it must be completed during working hours with 20% of work time used to develop knowledge skills and behaviours. The scheme starts with a two month (40 day) residential FFDP course at the FSC, equating to 13% of the requirement. The remaining period of the apprenticeship takes place at the apprentice’s workplace.

What you can expect from this Level 3 apprenticeship

The delivery methodology consists of four elements, all of which ensure your apprentices gain a full understanding of the knowledge, skills and behavioural components of the Standard. These are:

Delivery of professional qualifications
On-programme support
Personal development
End point assessment (EPA)

Key themes covered

Breathing apparatus & fire behaviour theory
Community safety and legislation
Firefighting operations
Road traffic collision & trauma care
Hazardous materials & decontamination

The apprentice will benefit from regular progression updates to identify any at-risk learners, with a development plan agreed to support them
The flexible curriculum allows fire and rescue services to utilise their own internal learning pathway to blend into the apprenticeship programme
The talent coach will support fire and rescue services to ensure that all mandatory requirements of the apprenticeship scheme are met in the most efficient manner
Safeguarding will be at the heart of the programme with all instructors and mentors having completed a full range of safeguarding training, on-going safeguarding continuing professional development (CPD) and subject to electronic disclosure and barring service (eDBS) clearance
Throughout the apprenticeship programme, the apprentice and their line manager will receive mentoring support from a talent coach who is an experienced and qualified firefighter, instructor, assessor and mentor

Fire and rescue services will have access to a range of real time data reporting and will meet with the Capita operations manager and client partner on a monthly basis. Where any risks are identified, plans will be developed to provide additional support
The delivery of the scheme will be monitored and quality assured by Capita. Quality assurance activity will include portfolio sampling activity, teaching and learning assessments and observations and interviews
Learning will be supported and evidenced by the state-of-the-art learning management system, BUD, specifically designed to support the delivery of apprenticeship programmes. This allows the integration of social media, peer sharing, remote instructor intervention, anytime-anywhere access and many other features that provide an intuitive learning experience

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Financial services senior compliance and risk specialist Level 6

Legal, finance and accounting

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All financial services organisations have to meet a wide range of compliance and risk requirements set out in legislation, for example data security, or regulatory requirements to prevent financial crime and/or operational risk. To meet these requirements, many organisations will have dedicated risk and compliance departments that are experts in the relevant legislation and regulatory requirements.They provide proactive support and guidance to the business areas to ensure that the organisation meets this wide range of requirements, balanced against achieving appropriate customer outcomes. In some organisations, this expertise may be embedded in the business areas themselves.

Who is it suitable for?

This programme is suitable for roles with the titles of senior risk manager, senior compliance manager, senior risk assurer, operational risk analyst, HR risk specialist, and compliance executive.

Who is it suitable for?

This apprenticeship contains an option for those apprentices who manage a team as part of their role. The apprenticeship will be suitable for the roles of: private client manager, senior insurance advisor, team leader, senior financial advisor, senior mortgage consultant.

Financial services senior customer adviser - level 3

Legal, finance and accounting

This apprenticeship has been designed for use in banks and building societies, but may have wider application across financial services, including life insurers. Within these organisations there are a number of front-line roles that deal with customers and require a high level of technical knowledge and skills across a wide range of products – these may happen in a branch, over the phone, through the internet / social media or an operations centre that supports other areas. They may deal with individuals, businesses or a small portfolio of accounts.

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The delivery methodology comprises:

Workshops with action set learning, pre and post work, peer to peer learning and community forums
1-2-1 coaching sessions
Interactive online learning with a range of methodologies, including videos, podcasts, research, and reading
Work-based activities contextualised to the employer

Financial services senior compliance and risk specialist Level 6

What this role involves?

Typical activities could include, depending on the organisation, understanding customer needs and meeting those needs with the right products and services, e.g. informing them of a type of bank account / credit card / loan / insurance; promoting new digital services to encourage customers to use these channels, proactively calling customers to deepen relationships, resolving tricky complaints, and working with other areas of the organisation to meet customer needs. Products within the scope of this role relate to core banking, savings and insurance. Any mortgage, complex investment or other regulated product opportunities will be referred to specialists.

Length of programme
The length of this apprenticeship is expected to be 16 months. For entry at this level it would typically be 18-24 months, with progression from Level 2 being closer to 12 months.

In month 13 a gateway discussion is held between the apprentice, their line manager and the Capita talent coach to decide whether the apprentice is ready for end point assessment.

End point assessment consists of 2 discrete assessment methods:

Professional discussion
Presentation and questioning

What you can expect from this Level 3 apprenticeship

Key themes covered

Industry and company understanding
Products and services
Communicating and influencing
Regulatory, legal and compliance
Systems and processes
Customer relationship management
Team leadership

Qualification:

The London Institute of Banking & Finance (LIBF) will issue a certificate in Retail and Digital Banking (CertRDB)

Business improvement practitioner Level 4

Sector-specific specialisms

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Improvement practitioners use a blend of Lean Six Sigma, project and change management principles, and tools to identify and lead the delivery of change across organisational functions and processes.

Who is it suitable for?

There are a variety of job titles associated with the occupation. These include, but are not limited to: business improvement practitioner, continuous improvement manager, process excellence manager, Lean Six Sigma Green Belt practitioner and quality control senior analyst. Practitioners can be found across all sectors and functions including automotive, banking, engineering, food products, IT, property, retail and telecoms. They are the focal point for all stakeholders and responsible for communication throughout a project.

Policy officer Level 4

Sector-specific specialisms

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The primary role of a policy officer is working in local and central government to shape and influence policy. They do this by working with a wide range of stakeholders and experts to gather evidence, effectively synthesise information and present recommendations to senior colleagues.

Who is it suitable for?

This programme will be suitable for policy advisor, policy manager, policy research officer.

Commercial procurement and supply Level 4

Sector-specific specialisms

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The variety of goods and services that procurement professionals are responsible for is vast: goods could range from buying a plane to negotiating new stationery supply. Securing services could include finding new and innovative IT systems, outsourcing translation services or closing a deal on a construction project for a new building.

Who is it suitable for?

Typical job roles and specialisms in this area include: commercial support, commercial analyst, sourcing executive, procurement operations support, buyer, assistant buyer, commercial relationship support, commissioning and performance monitoring officer, framework management support, contract associate, contract support.

Qualification

Level 4 Diploma in Procurement and Supply with the Chartered Institute of Procurement and Supply.

Professional membership

You will attain membership to Chartered Institute of Procurement & Supply (CIPS) during the programme. After completion of CIPS level 4 you gain eligibility for an equivalent membership of the Institute. CIPS level 4 is a pre-requisite for MCIPS (Level 6) and the full professional licence and offers the potential for Chartered status.

Encompassing the entire procurement cycle, achieving the Level 4 in Procurement and Supply will enable an individual to use their breadth and depth of experience to position themselves as a fully effective commercially skilled professional with transferable skills and career options that span the public, private and charitable sectors. This will be supported by the attainment of a Level 4 Diploma with the Chartered Institute of Procurement & Supply (CIPS)potential for Chartered status.

Operational Firefighter Level 3

Sector-specific specialisms

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The Operational Firefighter Level 3 Apprenticeship is a two-year programme directly linked to the Operational Firefighter Apprentice Standard technical knowledge, skills, and behaviours. It also includes the internationally recognised Firefighter Foundation Development Programme (FFDP) from the Fire Service College (FSC). It will be delivered by Capita Education & Learning and the FSC.

Who is it suitable for?

The programme is open to all fire and rescue services (FRSs) in England and to private sector organisations employing their own fire and rescue capability. Potential job roles include: wholetime firefighter, on call firefighter and emergency rescue firefighter.

Funding

The scheme will cost £17,900 to deliver, including end point assessment costs. The maximum amount of levy that can be drawn down for each learner is £14,000, leaving a balance of £3,900 that the fire and rescue service will be required to pay as a top-up fee. The top-up fee does not represent a specific cost incurred in delivery of the scheme, but simply represents the funding gap between the levy amount and the cost to deliver the overall scheme.

Why use the Fire Service College operational firefighter programme

The skills and experience of the Fire Service College, combined with the experience and capability of one of the UK’s largest apprentice programme providers, offers all fire and rescue services in England, and private sector companies employing their own fire and rescue service, a cost-effective managed service that allows access to the apprentice levy to fund the training and developing of firefighters.

Qualification

At the end of the programme successful apprentices will:

Be awarded a certificate from the Institute for Apprentices
Gain a professional qualification for completing the FSC FFDP
Be eligible for professional registration with the Institution of Fire Engineers (IFE) at Technician (TIFireE) Level

The benefits of the Capita - delivered apprenticeship scheme are:

Fire and rescue services can draw down from their apprenticeship levy to fund most of the training, resulting in a one-off cost of only £3,900 for training budgets for each learner, for the two-year duration of the scheme
The programme has been developed by expert sector professionals and past apprentices ensuring a high-quality apprenticeship
The scheme will be delivered with little or no additional burden to fire and rescue service management and training staff and in a manner that provides great value for money
It provides access to a curriculum specifically designed to meet the demanding requirements of the apprenticeship standards, but flexible enough for fire and rescue services to adapt to meet their own needs
The apprentice will undergo a best practice residential Firefighter Foundation Development Programme course at the Fire Service College, with access to world-class training facilities and experienced, highly qualified instructors

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