Lifetime Civil Service Brochure

Unlocking the potential of your department with apprenticeship training. Leading-edge apprenticeships designed to upskill and develop the expertise of your teams.

Looking to level-up the training for your teams? The right people with the right skills are at the heart of the Civil Service, to deliver better outcomes for the public they serve. Our apprenticeship programmes, designed for the Civil Service, train and retain talent and develop role-relevant knowledge, skills and behaviour to maximise their potential. As a preferred provider, we have an in-depth understanding of the Civil Service apprenticeship strategy. It means we can align our training to your department’s needs, acting as an extension of your team to deliver training that will benefit your people. 2

Administration Contents Whether they’re managing systems or people, operational 5 Who is Lifetime? delivery teams and administrators are key in driving efficiencies 6 Benefits of apprenticeships that support a variety of business functions and day-to- 8 Programme overviews day operations. We deliver hands-on training that advances essential skills in administration, tailoring our programmes 8 Business Administration to your unique business needs and the sector you work. 10 Public Service Operational Delivery 1 2 Customer Service Practitioner Public Service Operational Delivery 1 4 Customer Service Specialist 16 Lifetime’s blended delivery Training designed for your teams that deliver operational 17 Expert Coaches for the Civil Service services within the public sector. We deliver training that 18 Why partner with us? makes sure individuals are confident working in the public- 19 Aptem: online learning facing environment, developing their knowledge and skills 20 Programmes for your Professionals across multiple services available in government. 21 Get in touch Customer Support 3 Customer support specialists handling enquiries, complaints and providing technical support are vital in creating a positive customer experience that sets your organisation apart. We develop your teams as experts in your organisation’s products or services, so they can deliver unrivalled service. Our role- relevant training programmes supports your teams to identify and build relationships with internal and external stakeholders, developing key skills that create happier customers.

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Who is Lifetime? At Lifetime, we work to deliver apprenticeship Experience you can trust training solutions that unlock bright futures. Every part of what we do is driven by the belief As the UK’s largest apprenticeship training provider, our that everyone should have the opportunity to learn. learners and partners directly benefit from leading insight and expertise. Here are some of our accreditations that For over 25 years, we’ve defined and delivered certify our commitment to outstanding skills training. apprenticeship programmes that are designed inspire, challenge and upskill. It’s why we’re a provider of choice for the Civil Service. And it’s how over 20,000 people a year are learning life-changing skills across the sectors we work. A combination of multi-sector capability, insight and expertise means we’re able to create innovative learning strategies that fill vital skills gaps across the Civil Service. With industry-specific trainers, curriculum experts and leading-edge technology that transforms workplaces, we deliver training that’s inclusive, accessible and has a positive impact on the UK’s public sector capability. Our partners in the Civil Service 5

Benefits of apprenticeships Whether it’s upskilling an existing employee or recruiting fresh talent, apprenticeships deliver cutting-edge, high impact training that level-up operational delivery teams with sharpened expertise. It’s practical, role-relevant training, equipping your people with an industry-recognised apprenticeship that unlocks their capabilities and potential. Upskill where you need to most Delivered in the workplace Attract new talent Online learning Develop industry-leading skills 1-1 coaching Optimise your levy New skills from day one Align your training strategy Uncover career pathways 6

“Our partnership with Lifetime has ensured our apprenticeship programme has matured and continuously evolved. We now offer a broad range of standards and are keen to extend this further to enable more employees to develop their careers through the apprenticeships we now offer.” Nasreen Noor  Recruitment Manager for Resourcing, House of Commons  7

Business Administrator Level 3 This programme advances key How long does it take? • Team Building and Personal business administration skills. It SkillsOrganisation and supports progression into management, 15 months on average plus End- Business Fundamentals develops confidence in mediating point Assessment, where learners challenges appropriately and are on a fixed term contract. We • Value of Skills effectively, and furthers understanding have the option of reducing the of your organisation, the wider delivery time - to be confirmed on an • Managing Own Performance business environment and the core individual basis with Departments. principles surrounding leadership. • Process Management What’s covered? Who’s it for? • Project Management The delivery model is broken For your administrative team members down over thirteen core topics: • Stakeholder Requirements that are involved in the day-to-day and External Factors running of the department or service • Personal Development they work in. For those looking • Interpersonal Skills and • Quality Assurance to develop skills in project and process management, understand Communication • Record and Document Production business fundamentals and develop • Planning and Organising their leadership capabilities. • Regulations, Policies and Procedures 8

How’s it delivered? “I can honestly say that this campaign This programme has a blended learning would not be off the ground if it wasn’t approach. Learners engage with coaches for Lifetime’s support and dedication over the face-to-face and virtually, through monthly 1-1 last few months. Nothing has been too much coaching sessions. They also have access trouble for anyone involved and the service to our online learning platform Aptem, to offered by Lifetime has been second to none.” manage their programme and self-learning. Want more info? Claire Gourley Find out more about this programme. Head of Apprenticeships at Department for Transport What are the achievements? z Business Administrator Level 3 Apprenticeship accredited by Institute of Apprenticeships 9

Public Service Operational Delivery Officer Level 3 Developing the essential skills and What’s covered? Additional programme requirements knowledge of those working in operational delivery in local government, The delivery model is broken As part of the apprenticeship, delivering services to towns, cities or down over twelve core topics: Lifetime supports learners to achieve boroughs. This programme advances • Operational Delivery the following qualifications: understanding of the range of public • Legalisation services available to citizens, as well as • Equality, Diversity and Inclusion • Operational Delivery key skills for working on the front line • Your Customer Principles Level 2 Award in different public-facing environment, • Effective Communication from problem-solving to decision- • Resolving Conflict • Operational Delivery Advanced making, negotiating to influencing. • Negotiation Level 3 Certificate • Information Management Who’s it for? • Using IT Systems • Self Awareness and Management For those who work within the • Leadership and Teamwork operational delivery profession, • Problem Solving and Decision Making helping citizens gain access to services and protection. How long does it take? 13 months on average plus End-point Assessment. 10

How’s it delivered? This programme has a blended learning approach. Learners engage with coaches face-to-face and virtually, through monthly 1-1 coaching sessions. They also have access to our online learning platform Aptem, to manage their programme and self-learning. Want more info? Find out more about this programme. What are the achievements? z Public Service Operational Delivery Officer Level 3 Apprenticeship accredited by Institute of Apprenticeships z Operational Delivery Principles Level 2 Award z Operational Delivery Advanced Level 3 Certificate 11

Customer Service Practitioner Level 2 This programme develops teams that Who’s it for? What’s covered? are the first point of contact with your customers. Whether it’s face-to-face or This is for entry level team The delivery model is broken by phone, or through digital or written members who communicate down over nine core topics: channels, this apprenticeship teaches directly with customers. leading customer service skills and • Know Your Customer increases knowledge of products How long does it take? • Customer Communication and services – all tailored to specific • The Customer Experience organisational goals and strategies. 13 months on average plus • Support Your Customer with End-point Assessment. Products and Services • Understand Your Organisation • Policies and Procedures • Your Role and Responsibilities • Teamwork • Regulations and Legislations 12

How’s it delivered? “My coach was super helpful, friendly This programme has a blended learning and supportive. I’m also very pleased approach. Learners engage with coaches with how Lifetime have worked with my face-to-face and virtually, through monthly 1-1 employer, the DWP, to empower me to coaching sessions. They also have access complete my learning to the best of my abilities.” to our online learning platform Aptem, to manage their programme and self-learning. “A lot of support and guidance was given, plus Want more info? there was regular 121s with my coach, which Find out more about this programme. really helped to understand my progress.” What are the achievements? 13 z Customer Service Practitioner Level 2 Apprenticeship accredited by Institute of Apprenticeships

Customer Service Specialist Level 3 For your customer facing team Who’s it for? What’s covered? members who are the specialists in dealing with more complex For specialist customer service The delivery model is broken or technical customer requests, team members, who have the down over twelve core topics: complaints and queries. scope to influence change and make improvements to service. • Customer Insights This programme develops key • Providing a Positive skills to support effective customer How long does it take? communication and implement Customer Experience improvements to service. Learners will 15 months on average plus End- • Customer Service Performance understand how to apply a range of point Assessment, where learners • Customer Journey leadership styles in a customer service are on a fixed term contract. We • Ownership and Responsibility environment, levelling up their ability to have the option of reducing the • Working with Customers handle difficult customer challenges. delivery time - to be confirmed on an • Business Focused Service individual basis with Departments. • Culture and Environmental Awareness • Develop Self • Team Work • Equality, Diversity and Inclusion • Career Development 14

How’s it delivered? “My apprenticeship has helped my This programme has a blended learning approach. career development, providing me with all the Learners have monthly 1-1 coaching sessions with tools and support I needed to progress. My their Lifetime Coach, engage in virtual sessions and coach was a great support and an excellent have access to our online learning platform Aptem, communicator. I really enjoyed the apprenticeship to manage their programme and self-learning. programme – it’s an excellent path for those Want more info? who want to continue with their studies and Find out more about this programme. develop their skills for future careers.” What are the achievements? “The training is suited for the work I do. I have direct contact with my coach and she z Customer Service Specialist Level 3 Apprenticeship answers all my questions when we meet.” accredited by Institute of Apprenticeships 15

Lifetime’s blended delivery Our approach to learning is flexible. Lifetime’s blended delivery model supports training delivered face-to-face in the workplace or virtually via our online learning platform. We work directly with employers and managers to make sure apprenticeships are individualised to each learner and work seamlessly with shift patterns (to ensure sessions take place at quieter times of the day). Our training is on-site or virtual, which means apprentices learn alongside their work in the environment they’re already used to, and training can be adapted to every workplace. How is training delivered? z 1-1 training z Monthly coaching sessions z Virtual and face-to-face teaching z Self-led learning between coaching sessions z Online platform to manage learning 16

Expert Coaches for the Civil Service Our coaches are experts in their field, trained to unlock potential. They act as natural extensions of your teams, drawing on real- life experience and industry knowledge from working across a variety of sectors, so learning is both relevant and up to date. We undertake bespoke discovery sessions to learn how your specific department works, so our coaches can tailor learning to your people. It‘s what makes the learner experience both situational and unique, but also aligned to your organisation. “My coach told me everything I could possibly need to know. She was really friendly and approachable and made me feel at ease.” 17

Why partner with us? Bespoke career pathways Our apprenticeships are mapped to our partners’ strategy for internal career progression, providing structured pathways for your professionals. Learners understand their next step for professional development, and how they can work towards it. Your programme, our expertise Our team of over thirty curriculum experts are dedicated to writing and developing cutting-edge programmes for our partners. Because they’re both sector and curriculum experts, we create programmes that work best for our partners – and adapt to industry changes. Seamless, end-to-end service We work with you to understand everything: your department, its culture, and where you want to go. That way, we can shape a robust strategy, manage the implementation, and support you as the programme evolves. Tailored marketing Our specialist Design and Marketing Team create employer- branded guides and project resources that reflect your brand and support the success of your programme. It’s just one way we make sure your programme is aligned to your organisation, from the very start. 18

Optimise your levy Aptem: online learning, anytime, anywhere We work closely with our partners to understand their business needs, so we can Learners experience Lifetime’s state-of-the-art online optimise their levy funds. We track every learning platform, Aptem. It’s what takes them from penny you spend, transforming the levy initial enrolment all the way through to completion of from an overheard to a hard-working part of their apprenticeship, with self-led delivery that’s tailored your long-term growth strategy, unlocking to working patterns and learning requirements. workforce potential where it’s needed most. Aptem creates a seamless approach for an e-learning journey, where Additional learner support learners can manage their apprenticeship using just one platform. It embeds work-based learning into day-to-day roles, with a system that We support learners at every stage. We have opens up communication and minimises interruptions to learning. a separate team of specialist coaches that make sure support is provided to learners 19 with additional needs, adapting resources to help achieve learning aims. We deliver interactive webinars too, covering topics such as mental health and provide practical support around finance management. Functional Skills delivery We deliver functional skills training in maths and English, for learners who don’t hold these qualifications to the level required. This training is completed alongside the apprenticeship, supported by group and virtual classroom delivery and one-to-one coaching with a maths or English specialist coach, depending on learners’ needs.

Programmes for professional development. Looking to develop your specialist people functions? We have professional programmes that maximise the in-house expertise of your head office and support role teams, designed to strategically upskill your project managers, leadership teams, coaches or your HR and Learning and Development functions. It’s how we help businesses get the best out of their professionals, with work-based apprenticeships that upskill the teams at the very core of your people development strategy. Industry-recognised accreditations are embedded into Lifetime’s programmes too, so you can have the confidence your teams levelled up on best practice people solutions. It means your people perform at the peak of industry standards, implementing newly learnt skills from day one of their apprenticeship. Want to know more? Find out about our professional services programmes: • HR and Learning and Development apprenticeships • Leadership, Project Management and Coaching apprenticeships • Data and Digital apprenticeships 20

We’re ready to shape the training your organisation needs. Want to know more about our programmes? We deliver over 50 apprenticeship programmes across different functions and experience levels, helping our partners to create a competitive skills advantage and accelerate business growth. Visit www.lifetimetraining.co.uk or talk to us [email protected] 21