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Team Leading Apprenticeship Level 2 at St Helens College

Course description

Customer service is required within a range of businesses from retail, to hospitality and leisure. Team Leaders support internal team members to meet company objectives in order to provide an excellent experience for clients/customers.

What is an Apprenticeship?

Apprenticeships combine practical on-the-job training with work related qualifications for those aged 16 or above, living in England.

Apprentices will gain a good technical knowledge base of the sector as a whole and, combined with real, practical, work experience, will gain competency in the workplace and the development of transferable skills.

Course content

Who is this Apprenticeship suitable for?

This apprenticeship is suitable for those currently employed in this sector or looking to secure employment within this sector as a Team leader, Section leader, Floor Manager, Helpdesk Manager, Trainee Supervisor and Team Co-ordinator.

Team Leaders play an integral role in supporting organisational objectives through a wide range of functions, including monitoring work, giving feedback, briefing teams, supporting team members, resolving problems, procuring supplies, project management and delivering and improving customer service.

What type of work will I do and what qualifications will I gain?

Although apprenticeships will vary depending on your entry level and your employer, you will gain a range of skills from the varying tasks you complete, these could include:

  • Managing personal development
  • Developing a working relationship with colleagues
  • Communicating information and knowledge
  • Participating in team meetings
  • Planning, allocating and monitoring other people's work
  • Setting objectives and providing support for other team members
  • Managing conflicts within a team
  • Leading and managing meetings
  • Making effective decisions for you and your team
  • Managing customer service in your own area of responsibility

You will also gain the following qualifications:

  • Competence and Knowledge Qualification - Level 2 Diploma in Team Leading (NCFE)
  • Employee Rights and Responsibilities
  • Level 1 Functional Skills Maths (NCFE)
  • Level 1 Functional Skills English (NCFE)
  • Level 1 Functional Skills ICT (NCFE)

What skills and qualities will I need for this apprenticeship?

  • The ability to give instructions but to also use your own initiative
  • Good communication skills
  • The ability to develop good relationships with a team
  • Be flexible and adaptable
  • Good organisational and time management skills
  • 100% committed to your role
  • A genuine interest in delivering excellent customer service
  • A logical and methodical approach to working
  • Strong leadership skills
  • Be punctual
  • A positive approach

Entry requirements

This is dependent on your employer and on the level of the apprenticeship you apply for.

You will normally need at least grade C or above in your English and maths GCSEs. If you don't have these, don't worry. You can work towards your functional skills in English and maths alongside your apprenticeship training at St Helens College.


As an apprentice, you will be assigned an assessor, who will visit you in the workplace to observe the tasks you complete. You will also complete a number of relevant work-related modules at the College. All of which will contribute to the overall success of your apprenticeship.

Financial information

How much will I earn?

With an apprenticeship you will earn while you learn. You are entitled to the National Minimum Wage. As of 1st October 2015, this is £3.30 an hour for 16 to 18 year olds. 

Future opportunities

Upon successful completion of your apprenticeship you could progress onto the next level of study or you could go onto secure a permanent job with your current employer.

Further information

How long will this apprenticeship take to complete?

Depending on the level you enter and the employer you work for, an apprenticeship can vary in duration, from one year to four years.

The average duration of this apprenticeship is 15 months. This will be discussed and confirmed with each individual apprentice after initial advice and guidance and initial assessments are completed.

How does an employer benefit from this apprenticeship?

Employers recognise the important role customer-facing employees play in determining the quality of the customer experience and in increasing customer loyalty. Therefore, there is a need to raise customer service standards and increase the supply of people with customer service skills to make businesses more productive, efficient and profitable.

How to apply

If you want to apply for this course, you will need to contact St Helens College directly.

Last updated date: 01 September 2016

Key information