AgneprojectbriefSB x
- Type of paperCase Study
- SubjectOther
- Number of pages13
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- Type of serviceWriting
I have a project brief that needs to be followed. Every ticked area needs to be covered. I have additional information that is needs to be used on this project.
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APPENDIX1
Project Brief Approval Form
Housing/Property Management Level 3 “Officer” Apprenticeship Standard
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Apprenticeship Standard: Housing and Property Management
(Housing / Property Management Officer – Level 3)
Project Brief Proposal
Guidance on completing this form
It is recommended that you take time to read the document, ‘Assessment Guidance – Levels 3 and 4’ prior to completing this form.
When developing ideas for the project, it is essential to have a copy of the Level 3 (Officer Role) apprenticeship standard available so you can ensure coverage of the knowledge, skills and behaviours areas within the standard, and consider their applicability to the apprentice and their employer.
It is expected that projects will differ according to the particular circumstances of the individual apprentice and employer – this means that you will normally need to submit separate project proposals for every apprentice. However, there may be cases where an approved project brief can be re-used providing there have been no changes to the employer requirements / job role, purpose and objectives of the project, and the areas covered remain the same. If you want to make any changes to an approved project, you must complete a change form and send it to CIH for approval. It is also expected that you will keep the brief under regular review in line with any changes relating to the apprentice’s job role / employer.
Make sure you allow enough time for the project brief to be approved prior to starting on the project. Our advice is that you apply for approval no later than 6 months into the apprenticeship programme.
Feedback will normally be provided within 10 days of submission.
If the project brief is not approved, you will be provided with feedback on the reasons for this. You will then be invited to submit a revised brief to CIH, using a resubmission form.
Apprentices must not start on the project until the brief has been formally approved by CIH as the apprenticeship assessment organisation.
If you require further support please contact us at
epao@cih.org
Project Brief Proposal: Level 3
At Level 3, Housing/ Property Management ‘Officer’, apprentices have to complete a project (in addition to the other components listed in the Assessment Guidance document) in order to pass through the gateway to end point assessment. The end point assessment panel will verify the evidence contained within the project.
When putting together the project proposal we recommend that you refer to the project guidance documentation. Note, not all the areas listed under knowledge, skills and behaviours need to be evidenced by the project but they should all be covered by the portfolio and any associated qualifications/assessments. However, the project has to be broad enough in coverage to demonstrate sufficiency of the job role requirements and must be a coherent piece of work.
This form asks you to state how the project has the potential to demonstrate the area of the standard selected being met.
Below is an extract from the Assessment Guidance as a reminder for what the project should cover.
Extract from CIH Apprentice Assessment Organisation Guidance: Creating a project brief for Housing / Property Management Officer – Level 3
Project brief: Housing/Property Management Officer
Typical roles:
· Generic or specialist housing or neighbourhood officer
· Neighbourhood co-ordinator/advisor
· Lettings officer/allocations officer/tenant officer/income management officer
· Leasehold management officer/private sector housing officer/strategic housing officer/property Senior
· Negotiator/senior negotiator
The brief must illustrate the level of detail and expectations of the project and be capable of being mapped against the knowledge, skills and behaviours listed within the ‘Officer’ standard for the housing and property management sectors. Projects should relate to the role the apprentice is undertaking, such as one of the roles in the list above; this should mean that the project will enable the apprentice to evidence ‘real acquired skills and knowledge’, together with sufficient coverage of the areas within the standard.
The type of projects ‘Officers’ can undertake to meet the requirements of the standard include the practical application of a policy change in the operation of a housing/property management function or examine the impact of legislation on the operation or service delivery of a housing/property management function where the apprenticeship works. The project must:
· stretch/challenge both theoretical understanding and practical application of knowledge, skills and behaviours.
· show evidence of interaction with colleagues and tenants in developing and executing the project
The project itself should be supported by a diary (or a summary reflection) and a report of the project activity (for example, what happened, what issues came up, timetable of activities etc.).
Source: Assessment Guidance – Housing/Property Management L3 and L4 (2017) CIH
CIH Apprentice Assessment Organisation, 2017
Please detach and complete the following pages and return to CIH
Project Brief Proposal: Housing / Property Management Officer Level 3 |
|
Title of case study |
How to improve customer service in the call centre? |
Name of Apprentice |
Agne Svencionyte |
Registration number |
2508425523 |
Job role |
Customer Service Officer |
Contact details |
Agne.Svencionyte@southwark.gov.uk |
Apprenticeship training provider name |
Dutton Fisher |
Apprenticeship training provider contact details |
Sue Baxter sbaxter@duttonfisher.com |
Employer name |
Southwark Council |
Line manager name and contact details |
Juliette Danquah Juliette.Danquah9@southwark.gov.uk |
1 Project aims and objectives
Please state below the overall aim and the objectives for the project. These should be developed and agreed by the apprentice, the apprenticeship training provider and the apprentice’s line manager.
Aim:
London borough of Southwark has average of 314000 residents living in the borough and 55000 properties managed by the local authority. LB of Southwark are known as the most diverse and populated borough in London. Day to day repairs services have been brought in house in 2013 and first in house call centre was opened in Peckham, Queens Road. Today, it has 128 customer service officers working in hour to answer day time calls and out of hours, mainly set for unforeseen emergencies. In 2018 October, Southwark council will move repairs in house and SBS (Southwark Building Services) will become the main provider of engineers and trades e.g. electricians, plumbers, carpenters. Heating engineers are contracted by wo contractors: OCO is responsible for South of the borough and Smith and Byfords for North of the borough.
In an interview with tenant association representative I was informed that the majority of customer complaints is that their issue was not resolved at the time of their first call, resulting in additional calls.
The overall purpose of this project is to encourage staff to resolve customer’s issues within the first contact.
It is designed to reduce dissatisfaction from the residents and repeat call volumes.
It also aims to achieve reduced complaints, improve quality of calls and customer satisfaction by implementing incentive schemes in the call centre and this will be measured by the customer satisfaction surveys.
Objectives:
1 Analyse Service Level Agreement and agreed targets, CSO targets, complaint statistics where issue is not resolved first time through Staffino online (Staffino is an online source for fair performance review. Customers are ask to leave a review by being transferred to the different phone line for automated service feedback survey)
2 Interview a five members of front line staff and team leaders what would incentivise performance and how could performance that goes extra mile be recognized to improve customer satisfaction.
3 Scope out other organisations who have introduced incentive schemes and visit a sample of two to see how employee benefits improved customer satisfaction.
4 Interviewing two tenant representatives on what would be incentivise performance and how could performance that goes extra mile be recognized to improve customer service.
5 Carry out a feasibility study on introducing an incentive scheme for staff with the aim that it will improve customer satisfaction and reduce customer complaints. Establish a budget if necessary and identify how this might be met.
6 Prepare and present to the senior management a report on findings and recommendations in the call centre.
2 The standards
In the following table:
· Place in the first column, as appropriate, a tick alongside the area covered
· Provide in the second column a brief explanation of why the area has been selected for the project, for example, its potential to demonstrate the area, and its contribution to the development of the individual apprentice.
The column and rows will expand to enable you to elaborate further. You can also copy and paste the tick here into each box.
Areas
Tick () if covered by the project
How does the project have the potential to demonstrate this area of the standard? (Ticked areas only)
Knowledge
Legislation and regulation
V
This project should result in Southwark better meeting their repair obligations required in legislation and regulation including the Landlord and Tenants Act 1985 s11, express responsibility to repair in the tenancy plus the Regulator of Social Housing consumer Home standard. I will also be interviewing tenants which will involve the tenant involvement standard
Organisation background information
V
This project fits within Southwark council way of works in line with the fairer future of all vision(looking after very vulnerable, saving every penny, working with local people and communities, standing up for everyone’s rights )
Assets
V
This project relates to improve the repair response to the properties Southwark own and manage one of their most important assets plus how repairs are carried in their homes is very important to residents.
Customers
V
I will be recognising diversity of customer who may have complex issues or difficulty explaining themselves and importance of getting right response first time
Context
V
Understand how current context of responding to customer enquiries differ between different housing providers
Range of services
V
Appreciate when calls need to be passed on to other services that Southwark Council offers and when they can be resolved by the contact centre
Organisational policies
V
The project will look at which policies and procedures e.g. repairs and procurement in Southwark Council contact centre that need to change to recognise excellent service.
Areas
Tick () if covered by the project
How does the project have the potential to demonstrate this area of the standard? (Ticked areas only)
Skills
Customer service
V
This project is looking to interview the residents and staff on how to improve customer service in the day to day repairs department.
Communication
V
Quality check of the phone call with constructive feedback about the handling calls at general repairs department. Apply quality checks within an incentive scheme. I will be communicating with staff, tenant representative and preparing report for managers.
Collaborative working
V
I will be requiring my colleagues to collaborate with me to allow me to observe them and suggest incentive to their performance.
Respond to vulnerability
V
My project will be to ensure that vulnerable residents and complex queries should receive a same level of service as ordinary and simple requests.
Information collection and sharing
V
I will establish how targets are set and delivered plus the best communication method to achieve the best outcome from repairs department.
Influencing and negotiating skills
V
I will need to present evidence in my report to influence senior managers to introduce the incentive recommendations I propose..
Self-management
V
I will need to plan my time and consider that I need to meet and collaborate with others who are delivering business targets and draw a project plan.
Problem solving
V
I will be aiming to resolve the problems of complaints about customers not getting resolution of their query in the first phone call.
Tools and equipment
V
I will use graphs to illustrate report, internet engine and Microsoft office to assist with the project
Decision making
V
I will have to assess and decide which incentive scheme will work in Southwark to better customer service and result in satisfaction will be achievable and long lasting.
Behaviours
Responsive
V
I will Set a target for each section within the project plan to be completed and delivered in timely manner if any problems occur to be communicated with a senior team for support.
Trust and integrity
V
This project will require me to maintain professionalism even when feedback is not complementary. Maintain confidentiality when speaking with customers.
Adaptability
V
I will pre-plan and works by planned priorities, however adapt myself to an unaccepted situation may occur
Independence
V
I will need to set up interviews, learning time table, and priorities work when need it.
Dependability
V
I am required to maintain professionalism when interviewing colleagues and residents.
Personal commitment
V
Where I find challenges in terms of communication I will learni new ways to approach and communicate.
Resilience
V
Asking people critical feedback about customer contact centre performance and improvement may resolve into unfavourable responses. I will have to reflect without personal impact or taking as a personal issue
Role model
V
In this project I will be represent Southwark council’s and their ways of working in the contact centre when meeting with external organisations and customers.
Customer care
V
This project is about improving customer service in the contact centre.
Team work
V
This Project itself will include recommendations that will be shared with the team and senior management.
3 Employer statement of support
Please explain how the project will benefit the organisation and what the employer’s role will be in supporting the apprentice.
Apprenticeship Training Provider Signature and Name:
S J Baxter
Employer Signature and Name: Juliette Danquah
Apprentice Signature and Name: ___________________________________________
Date: ______________________
Please return the completed form to CIH Apprentice Assessment Organisation, Octavia House, Westwood Way, Coventry, CV4 8JP or email to epao@cih.org
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