Level 2

Over half a million businesses are started every year; however, 30% of these fail within the first two years. Having a better understanding of the initial processes and requirements of a business start-up can increase the chances of your business succeeding. If you're looking to start your own business, or already have a business but want to develop and progress your business plan, this qualification will support you with the skills and knowledge you need.

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An Intermediate Apprenticeship is a job with an accompanying skills development programme. It allows you to gain technical knowledge and real practical experience while being paid to do so. Along with functional and personal skills that are needed for your immediate job and future career you will learn through a mix of project based learning in the workplace, formal off the job training, and the opportunity to practice and embed new skills in a real work context.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your 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. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation's customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

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This one day course focuses on the following objectives:

• Analyse why some people are difficult
• Identify different types of difficult behaviour
• Examine their own communication style and the effect this has in a difficult situation
• Identify ways to deal with situations that are difficult
• State their position in an assertive way

The course will run at West Suffolk College or can be delivered on site as bespoke training.

For further information or to register your interest please contact us on (01284) 716246 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

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Managers from time to time need to handle situations where they have to deliver challenging feedback and handle emotional responses.  This course gives delegates the skills to prepare for and hold their difficult conversation, whether it's about performance issues, personal issues, poor conduct and behaviour or absenteeism.

Main objective: to enable delegates to practice delivering constructive feedback and handle strong emotions.

The course will run at West Suffolk College or can be delivered on site as bespoke training.

For further information or to register your interest please contact us on (01284) 716246 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

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The ILM Level 2 Award in Leadership and Team Skills provides team leaders with the core skills to enable them to lead their teams successfully, to allow them to adopt motivational techniques to get the best from people, to give them the confidence to tackle difficult issues, like underperformance, and provides them with the tools they need to develop as a leader.

This qualification is designed for new and aspiring team leaders. It provides an introduction to the role and responsibilities of a team leader and is an ideal management development qualification for those who are now responsible for leading a team of which they were previously a part and provides team leaders with the core skills to enable them:

• to lead their teams successfully
• to allow them to get the best from their team members
• to give them confidence to tackle difficult issues
• to be able to plan and allocate work effectively
• to manage themselves and their time to the best effect

The course fee includes all tuition fees, course materials and the costs of registration and certification with the ILM.

For further details please contact us on 01284 716246 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

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