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Management: Operations/Departmental - Level 5 Apprenticeship


Duration: 24-30 Months
Location: Workplace, Online and College
Sector: Business and administration standards

About the Course

As an advanced apprenticeship, Level 3 Diploma in Customer Service which provides an excellent platform to increase skills, knowledge and experience in a customer centric environment. This will increase employability and allow skills & Knowledge in a vast number of roles. As part of the course, there are a number of mandatory areas that will be the basis around which the training is completed. On-the-job, through a variety of activities in a customer service setting, which include: Learning the principles of business; understanding how to resolve customer issues and retain customers Develop resources that keep the level of customer support consistent Manage the use of technology and social media to improve customer service Promote additional products and services to customers Manage team and individuals performance. Apprentices will achieve a degree in management and business. Before taking their end-point assessment, apprentices must achieve level 2 English and maths (equivalent to GCSEs at grades A* to C).

Entry criteria

The entry requirement for this apprenticeship will be decided by each employer, but may typically be five GCSEs at grade 5 or higher. Apprentices without level 2 English and Maths will need to achieve this level prior to taking the end-point assessment

How is the apprentice assessed?

Apprentices must pass the end-point assessment in order to achieve the apprenticeship certificate.

The End Point Assessment (EPA) for the Operational/Departmental Manager Apprenticeship involves a review of the apprentice’s portfolio of evidence which is collated during their work/ study time; an externally set knowledge test; presentation of a work-based project and question/ answer session and an interview/ competency based discussion relating to the apprentice’s Continual Professional Development Log.

Occupational profile

Upon successful completion of the apprenticeship, there is an opportunity to study CMI courses at higher levels up to Level 8.

Career opportunities

Apprentices who successfully complete the programme will be awarded a Level 5 Diploma in Management and Leadership and will also be eligible to register as full members of the CMI.

Roles may include: Operations Manager, Regional Manager, Divisional Manager, Department Manager and specialist managers.

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.

Typical job roles for this apprenticeship include: 

  • Operations Manager Regional Manager
  • Divisional Manager
  • Department Manager
  • Specialist Managers



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