highfield awarding · 1. 1. . introducing. highfield. highfield awarding body for compliance is the...

www.highfieldabc.com

Highfield Awarding Body for ComplianceThe awarding body that listens and responds

Work-Based Learning and Apprenticeships

®

Ben CresseyDirector of Apprenticeship & Work-based Learning

Dominic BinksDirector of Business Development

Michelle DaviesQualification Funding Manager

James RockleyDirector of Business Development

John Morley Commercial Operations Director

Adam GlynnBusiness Development Manager

Ryan BeresfordBusiness Development Manager

Andy ConstantineLicensing and Compliance Manager

Michael SlaterBusiness Development Manager

Phil CarlinCorporate Customer Service Manager

Diana HillCorporate Customer Service Manager

Amiee SaulCorporate Customer Service Manager

Terri SimpsonCorporate Customer Service Manager

Kirsty MackellCorporate Customer Service Manager

Ruth EarleyCorporate Account Manager

Stephanie ProctorCorporate Account Manager

Claire JamesCorporate Account Manager

Stacey BrownCustomer Service Manager

Danielle WilliamsAccount Manager

Josephine ParkinAccount Manager

Mike WhiteCorporate Account Manager

Janet CrichCorporate Account Manager

James PinterCorporate Account Manager

Melissa VaughanCorporate Account Manager

Charlotte Newcombe Corporate Account Manager

Deborah WelbournCorporate Account Manager

Bethan OakleyCustomer Service Manager

Apprenticeship Business Development and Account Management Team

Aimee DawsonAccount Manager

Paul Anderson-DayAccount Manager

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Introducing Highfield

Highfield Awarding Body for Compliance is the UK

and Middle East’s leading awarding organisation for compliance qualifications

and apprenticeships and is regulated by Ofqual, Qualifications Wales,

SQA Accreditation and the Security Industry

Authority (SIA).

Contents

Introducing Highfield ...................................................................................................................................................................................................1Key Facts ...........................................................................................................................................................................................................................3Why Choose Highfield? ...............................................................................................................................................................................................4Our Core Values ..............................................................................................................................................................................................................4Highfield’s Clients ..........................................................................................................................................................................................................5Client Testimonials ........................................................................................................................................................................................................6What is an Apprenticeship? ........................................................................................................................................................................................8What makes up an Apprenticeship Framework? ................................................................................................................................................9Why deliver an apprenticeship programme through Highfield? .................................................................................................................9Apprenti-kits ...................................................................................................................................................................................................................10e-kits .................................................................................................................................................................................................................................11

Qualifications & Supporting Kits

Business and Administration ....................................................... 12Business and Administration Apprenti-kit .............................. 13Children and Young People’s Workforce .................................. 14Children and Young People’s Workforce Apprenti-kit ........ 15Cleaning and Environmental Services ..................................... 16Cleaning Apprenti-kit .................................................................... 17Contact Centre Operations .......................................................... 18Contact Centre Operations Apprenti-kit ................................. 19Customer Service ............................................................................. 20Customer Service Apprenti-kit ................................................... 21Health and Social Care ................................................................... 22Health and Social Care Apprenti-kit .......................................... 23Horticulture ........................................................................................ 24Horticulture Apprenti-kit .............................................................. 25Hospitality, Catering and Professional Chefs ......................... 26Hospitality Apprenti-kit ................................................................. 27

Catering and Professional Chefs Apprenti-kit ....................... 27Logistics ............................................................................................... 28Warehousing and Storage Apprenti-kit ................................... 29Driving Goods Vehicles Apprenti-kit ........................................ 29Management and Team Leading ............................................... 30Team Leading Apprenti-kit .......................................................... 31Retail ................................................................................................... 32Retail Apprenti-kit ........................................................................... 33Security ................................................................................................ 34Providing Security Services Apprenti-kit ................................. 35Stewarding and Spectator Safety ............................................... 36Spectator Safety Apprenti-kit ...................................................... 37Business Improvement Techniques .......................................... 38Custodial Care ................................................................................... 39Locksmithing .................................................................................... 40Public Transport ............................................................................... 41

Functional Skills Qualifications and Resources .................................................................................................................................................. 42Supporting Learning Resources .............................................................................................................................................................................. 42Available Funding for your delivery ....................................................................................................................................................................... 43Supporting English, Mathematics and Employability Skills .......................................................................................................................... 44User-Friendly Course Management ........................................................................................................................................................................ 44Personal Development for Employability ............................................................................................................................................................. 45What is a Traineeship? .................................................................................................................................................................................................. 46Highfield Traineeship Bundles ........................................................................................................................................................................... 47-51Trainee-kits ...................................................................................................................................................................................................................... 51Course Finder Plus ........................................................................................................................................................................................................ 52Social Media Contact Details ..................................................................................................................................................................................... 52Registration Fees ............................................................................................................................................................................................................ 53

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Key Facts

Customer service drives everything we do

We are a family-run business with 250 team members across the UK and Middle East

Quality, Value, Service and Integrity are our core values

We offer over 250 qualifications including apprenticeship qualifications

With registered Centres in over 30 countries we are a truly international company

Apprenticeship frameworks - available from Highfield - are made up of nationally recognised qualification components that are

increasingly acknowledged as real alternatives to further and higher-education qualifications

We now support traineeships that are designed to prepare learners to progress into either employment or a full apprenticeship

We operate a 3-ring policy on all incoming calls

We provide a certification turnaround time of a maximum of 7 working days (with an average turnaround of 4 working days)

We are committed to eliminating malpractice and maladministration, protecting the interests of learners and maintaining the integrity

of our qualifications. We implement the highest standards of quality assurance, which provides Centres, learners and businesses with clear

guidance, support and reassurance

Quality

Since 1982 Highfield has been renowned for the quality of its materials and qualifications. This is due to:1) using only the very best subject matter experts who truly

understand the end-user.2) having an exceptional qualifications and design team.

Value

We understand the most important aspects of what our Centres need when it comes to delivering qualifications. Our qualifications are certainly among the most competitively priced within the market; however, we cannot be beaten for value. We concentrate on the areas important to our clients, which include dedicated customer support, exceptional supporting documentation, and unbeatable service and turnaround times.

Service

We provide all our Centres with their own dedicated account manager as every Centre has different business needs. Your manager will provide you with all the support you need and will be on hand to answer any questions you may have regarding the qualifications you deliver. We answer our calls within 3 rings. You will receive your examination results within an average of 4 working days. In fact 97% of our customers rated the quality of support they receive from Highfield as either good or excellent.

Integrity

We have family values and promise to provide our Centres with accurate and honest information at all times. We will always advise on the best solution for your Centre, including the type and level of qualification required. We never put cost before service.

Our Core Values Why Choose Highfield?

Because of our four core values of quality, value, service and integrity. These values form the cornerstone of everything we do and allow us to provide our Centres with an exceptional customer experience from the moment they contact us.

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Highfield’s ClientsHighfield works with some of the most recognisable corporates, colleges, training providers and local authorities in the UK. Here is a sample of just some of our clients:

We work with...

Client Testimonials

“Its range of qualifications including bespoke programmes ensures that as a business we can demonstrate the competency of our workforce by external validation and accreditation. We see our relationship with Highfield as a partnership for the future which guarantees commitment to our staff, our stakeholders and the community.” Project Manager, Serco

“Highfield is always willing to help and put their customers first. They are flexible and accommodating to changing demands and always go the extra mile to ensure that they provide first-class service.” Legal and Compliance Manager, Marks & Spencer

“ ”“Since Ubique began using Highfield for training there has been a continual base of communication, response to needs and a support level which is second to none. If a query is made an immediate response is given, which to us at Ubique demonstrates client focus, professionalism and a personal touch as this response is not made by the generic email but a follow-up call.”Director of Training & Development, Ubique Worldwide Security

“I have been using Highfield for the last three years for short courses and more recently on a large ESF project where I needed flexibility and value. Highfield offers a great package allowing us to select individual units to combine into a programme of delivery for the employers we work with. Highfield was incredibly supportive and innovative in their approach and have continued to provide an outstanding service. The team solves our immediate problems and pro-actively suggests ways to improve what we do to benefit employers in our region. I can highly recommend Highfield.”Sales, Innovation and Projects Director, Bournville College

“As the training manager, having a dedicated account manager to whom we direct all queries makes communication friendly, straightforward and simple, and the Highfield response time to queries and certification is very impressive.”Training Manager, NCL

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“I have found Highfield to be both professional and proactive. I have also noticed an ability as an awarding body to listen to feedback from our business and act on recommendations in a timely fashion.”Group Learning and Development Manager, Greencore

“Highfield provides us in excess of 12,000 certifications per year in a range of different subjects and is invaluable to our success. I would be confident in saying they are pivotal in our growth.”Commercial Director, eResponse

“Staff at Highfield really do listen and are really supportive. Customer Services at its best!”Senior Training Advisor, The Royal Borough of Kensington and Chelsea

“I would recommend Highfield to others. The service that we have received was absolutely excellent, second to none. We’re always looking to develop and enhance our existing programmes and between us I think we have got some exciting places to go. Apprenticeships are incredibly important to us as an organisation and are a fundamental part of our strategy.”Apprenticeship Operations Manager, Superdrug

“I have found Highfield to be the most user-friendly awarding body that I have been associated with.” Director, Elite Academy of Security Training Ltd

“I have liaised with various members of the team with questions within the areas of sales, registration and qualification queries. Everybody I have spoken to has been extremely customer focused, helpful, polite and friendly. If they have not been able to help straight away, they have always got back to me within the day.”Deputy Examinations Manager, Stanmore College

“Thank you very much for your efforts and professional work. We appreciate working together with you as a team, and your consistent and good communication has ensured high-quality outcomes.” Quality Manager, Nestlé

What is an Apprenticeship?

With the government’s focus on sustainable jobs and fewer learners now choosing to go to university, apprenticeships are recognised as one of the key areas for employers to invest in, both in their existing and future workforce. As a result of this, apprenticeships continue to grow in popularity and success.

Apprenticeships are made up of nationally recognised qualification components that are increasingly being seen as real alternatives to further and higher-education qualifications. Apprenticeships provide learners with high-quality, industry-specific training that can launch careers in a wide range of industries. Some of the UK’s most senior business people started their careers as apprentices.

Apprenticeships are also a great way for learners to earn while they learn and gain valuable experience. Apprenticeships are open to all learners above 16 years old whether they are just leaving school, seeking to start a new career or are moving into a new role with an existing employer that requires new skills.

Employers often find that apprenticeships not only give learners the knowledge and skills they need to perform a specific role, but also serve to motivate learners and enable them to take on more tasks and responsibilities. Apprenticeships also allow employers to mould individuals to meet their job-specific requirements. Many employers can receive government funding for taking on an apprentice.

What makes up an Apprenticeship Framework? A framework is made up of a number of component qualifications. The framework for each apprenticeship will differ slightly but would typically include the following:

➜ A competency-based qualification, such as an NVQ*➜ A knowledge-based qualification, such as a Technical Certificate*➜ Functional skills qualifications, these will include English and Mathematics, and in some instances ICT➜ Employee rights and responsibilities (ERR)➜ Personal, learning and thinking skills (PLTS)➜ Additional employer-led qualifications

*The competency and knowledge-based qualifications can be combined.

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Why deliver an apprenticeship programme through Highfield?

Highfield offers component qualifications that form part of apprenticeship frameworks.Below is a summary of just some of the reasons why our Centres chose Highfield as their awarding organisation.

Deliver More for Less We can’t be beaten on value and offer bespoke qualification bundles, a credit-based purchasing system and a completely transparent pricing structure. Our learner management system will also allow you to bulk upload and ‘complete’ your learners and help you manage a variety of reporting functions - ideal for funding partners. Additionally, in the event that any of your learners leave your programme, we will allow you to transfer their registrations to new learners (providing no external quality services or assessments have been used).

Additional Support In addition to receiving your own dedicated account manager who will manage your expectations and deal with any queries you may have, you will also receive ongoing support from one of our business development managers, external quality support and subject matter experts should you have subject-specific technical questions.

Support MaterialsHighfield has designed and developed fantastic learning and teaching resources for apprentices. These resources engage and support learners throughout their journey.

Continuation of your Direct Claims Status Simply provide your Direct Claims Status certificate and/or your last SV (standard verification)/EV (external verification) report and we will endeavour to provide you with Provisional Direct Claims Status (a method by which you can claim for your learners’ certificates when you are ready and satisfied they have fully met the qualification criteria).

External Quality Support (EQS) Our EQS team will manage and coordinate a minimum of two free support visits to your Centre. These visits will give our team a better understanding of your delivery model so we can best support you. You will be given an EQS report within four working days of the visit.

Each Apprenti-kit includes:

Supporting Materials available from HighfieldApprenti-kits support learners as they progress through their apprenticeships and provide information and assessment, which allows learners to develop knowledge, skills and understanding. The tasks and activities included in each Apprenti-kit have been designed to engage with a variety of learners’ needs and learning styles. They are a great way to demonstrate that learning has taken place and have also been cross-referenced to ensure personal, learning and thinking skills (PLTS) are supported throughout.

Welcome Booklet – This welcomes the learner to their apprenticeship programme and explains the purpose of the Apprenti-kit and how it can be used. It also includes information on the initial assessment, where to go for help, what an apprenticeship is, qualification types and a notes section.

Textbooks – These provide learners with all the information they need to complete the modules of their apprenticeship.

Workbooks – These contain questions/activities that have been mapped to the learning outcomes. They cover PLTS, creative thinking, independent enquiry, reflective learning and participation. They also include activities for learners to reinforce their knowledge. Completion of these workbooks can be used as evidence of learning for the relevant qualification.

ALSO AVAILABLE:

The Essentials of Employment Workbook – This provides the learner with information regarding employee rights and responsibilities. It also includes a number of activities for learners to complete to reinforce their learning. This handbook has been approved by each of the relevant Sector Skills Councils. It is available to download from the Highfield website or can be included in each Apprenti-kit at just £3.50 per copy.

A P P R E N T I - K I Ts

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Groundbreaking e-kits are also available from Highfielde-kits are the next generation of Highfield’s Apprenti-kit suite. These kits (available in an editable PDF format to allow learners to complete them electronically) are the ultimate learning resource, designed specifically for those learners who are completing an intermediate apprenticeship framework or taking a stand-alone knowledge component of an intermediate apprenticeship framework. e-kits can be directly uploaded and mapped via your e-portfolio provider or online tracking server and are available for all Highfield intermediate apprenticeship frameworks. To purchase an e-kit, simply contact us on 0845 2260350/01302 363277.

Welcome Booklet ➜Textbook➜Workbook➜The Essentials of Employment Handbook➜(This handbook can be added as an additional extra for £3.50 per kit)

Business and Administration

Catering and Professional Chefs

Children and Young People’s Workforce

Cleaning

Contact Centre

Customer Service

Driving Goods Vehicles

Health and Social Care

Horticulture

Hospitality

Providing Security Services

Retail

Team Leading

Warehousing

and Storage

➜➜➜➜➜➜➜➜➜

➜➜➜➜➜

Each Highfield e-kit is broken down into the same sections as our Apprenti-kits and learners can digest information in short bursts and gradually work through the kit.

e-kits are available to support learners taking the knowledge component qualifications of the following intermediate level apprenticeships:

Each e-kit includes:

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e-kitavailable as an

Also

e-kit

E - K I Ts

Business and Administration

An overwhelming majority (97%) of employers say that administration is essential to their business. Highfield provides qualifications that fit into the apprenticeship framework for both the Intermediate Level Apprenticeship and the Advanced Level Apprenticeship in Business Administration. These apprenticeships are suitable for those learners looking to embark on a career in either business administration or customer service. They are suitable for those working in either the private or public sector.

The qualifications that sit within this framework give learners the knowledge they need to carry out a range of administrative tasks and recognise their achievements

in a way that is relevant to their work. These qualifications are supported by the Council for Administration, the standard- setting body for Business and Administration.

The Intermediate Level Apprenticeship is ideal for those looking to work in roles such as office junior, receptionist or business support officer, while the Advanced Level Apprenticeship is suitable for those looking to work in roles such as secretary, personal assistant or office supervisor. Business administration roles are ultimately an excellent starting point for those wishing to pursue a career in management.

Principles of Business and Administration Apprenti-kit

Containing:• Welcome booklet• Textbook • Workbook• Dividers• Mapping/referencing documents for each unit• ERR booklet (optional)

Business and Administration products available from Highfield. Visit www.highfield.co.uk for more information.

The Intermediate Level Apprenticeship includes:

HABC Level 2 Diploma in Business Administration (QCF)

Learners Fee per candidate1 - 99 £59.00+VAT100+ £53.00+VAT

HABC Level 3 Diploma in Business Administration (QCF)


The Advanced Level Apprenticeship includes:

Other related Highfield qualifications:• HABC Level 1 Certificate in Business Administration (QCF)• HABC Level 2 NVQ Certificate in Business Administration (QCF)• HABC Level 2 Certificate in Principles of Business Administration (QCF)• HABC Level 3 NVQ Diploma in Business and Administration (QCF)• HABC Level 3 Certificate in Principles of Business Administration (QCF) Full details on these qualifications are available at www.highfieldabc.com

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. . . the A P P R E N T I - K I T

The Intermediate Level Apprenticeship in Business and Administration Apprenti-kit

This Apprenti-kit enhances the learning experience of those completing this apprenticeship and covers the knowledge within each of the mandatory units of the Level 2 Diploma in Business Administration qualification.

This Apprenti-kit covers each of the 6 mandatory units and includes both a textbook and a workbook with the following units and topics covered as part of the kit.

Communication in a Business Environment• Written and Verbal Business Communication• Produce Written Business Communications• To Communicate Verbally in Business Environments

Understand Employer Organisations• Organisational Structures• Organisational Environment

Principles of Providing Administrative Services• The Organisation and Administration of Meetings• The Organisation of Travel and Accommodation• How to Manage Diary Systems• How to use Office Equipment• Use of Mail Services in a Business Context• Customer Service in a Business Environment

Principles of Business Document Production and Information Management• How to Prepare Business Documents• The Distribution of Business Documents• How Information is Managed in Business

Organisations

Manage Personal Performance and Development• Manage Personal Performance• Manage your Own Time and Workload• Identify your Own Development Needs• Personal Development Plans

Develop Working Relationships with Colleagues• Principles of Effective Team Working• Maintain Effective Working Relationships with

Colleagues• Collaborate with Colleagues to Resolve Problems

Price: £35.95 + postage & packing per Apprenti-kit or alternatively available in e-kit format if required. Please be aware e-kits are subject to VAT.

e-kit


Also

Children and Young People’s Workforce

There are approximately 2.7 million people working with children and young people in England. The children and young people’s workforce makes up approximately 10% of the labour market in England and includes people working in all sectors of the economy.

It is vital that those working with children and young people are able to demonstrate the right qualities and gain the appropriate qualifications to support them. This will help give children and young people the best start in life in a safe and secure environment.

Highfield offers the qualifications required for the Intermediate Level Apprenticeship in Children and Young People’s Workforce (England).

The Intermediate Level Apprenticeship is suitable for roles such as early years worker/assistant, care worker/assistant or assistant youth support and community worker.

Children and Young People’s Workforce Apprenti-kit


Children and Young People’s Workforce products available from Highfield. Visit www.highfield.co.uk for more information.


HABC Level 2 Award in Employment Responsibilities and Rights in Health, Social Care or Children and Young People’s Settings (QCF)


HABC Level 2 Certificate for the Childrenand Young People’s Workforce (QCF)


Other related Highfield qualifications:• HABC Level 2 Award in Safeguarding and Protecting Children and Young People (QCF)• HABC Level 3 Diploma in Residential Childcare (England) (QCF)• HABC Level 5 Diploma in Leadership and Management for Residential Childcare (England) (QCF) Full details on these qualifications are available at www.highfieldabc.com

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The Intermediate Level Apprenticeship in Children and Young People’s Workforce Apprenti-kit

This Apprenti-kit is ideal for apprentices who are enrolled on the Intermediate Level Apprenticeship for the Children and Young People’s Workforce and covers wide-ranging sector-based scenarios and activities to support and enhance learners’ understanding and achievement.

The Apprenti-kit includes both a textbook and a workbook for each of the 11 mandatory units of the HABC Level 2 Certificate for the Children and Young People’s Workforce (QCF).

• Introduction to communication in health, social care or children’s and young people’s settings• Introduction to personal development in health, social care or children’s and young people’s settings• Introduction to equality and inclusion in health, social care or children’s and young people’s settings• Child and young person development• Contribute to the support of child and young person development• Safeguarding the welfare of children and young people• Contribute to children and young people’s health and safety• Support children and young people’s positive behaviour• Contribute to the support of positive environments for children and young people• Understand partnership working in services for children and young people• Maintain and support relationships with children and young people

Price: £39.95 + postage & packing per Apprenti-kit or alternatively available in e-kit format if required. Please be aware e-kits are subject to VAT.

e-kit


Also

Cleaning and Environmental Services

The UK cleaning industry is currently valued at around £5bn, with approximately 500,000 people employed in cleaning roles and over 3,000 cleaning businesses in operation. Effective cleaning is extremely important in the workplace as it minimises the spread of infection, thus reducing sickness, and also creates a safer environment. It is equally essential for other non-workplace environments.

Highfield offers the qualifications required for the Intermediate Level Apprenticeship in Cleaning and Environmental Services (Cleaning Pathway), which will

give learners the opportunity to develop and practise the skills required for employment in the cleaning industry.

The Intermediate Apprenticeship is suitable for those learners looking to start a career in the cleaning industry in roles such as cleaner, cleaning supervisor in building interiors, hygiene operative, window cleaner, facilities operative or a range of other roles within the sector.

Cleaning Apprenti-kit


Cleaning products available from Highfield. Visit www.highfield.co.uk for more information.


HABC Level 2 Certificate in Cleaning Principles (QCF)


HABC Level 2 Certificate in Cleaning and Support Services Skills (QCF)


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e-kit


Also

The Intermediate Level Apprenticeship in Cleaning Apprenti-kit

This Apprenti-kit has been designed to support the cleaning pathway of the Intermediate Level Apprenticeship in Cleaning and Environmental Services and enhances the learning experience of those completing the knowledge element of this apprenticeship.

It includes both a textbook and a workbook for the following mandatory units.

Dealing with Routine and Non-Routine Waste• Types of Waste• Personal Hygiene• Segregation of Waste• Spillages

Health and Safety for the Cleaning and Support Services Industry• Health and Safety Legislation• The Control of Substances Hazardous to Health (COSHH)• Personal Protective Equipment• Safe Lifting and Handling• Controlling Risks in the Workplace

Working with Customers and Others in the Cleaning and Support Services Industry• Effective Communication• Customer Communication• Meeting Customers’ Needs• Teamwork• Positive Relationships

Price: £29.95

+postage & packing per Apprenti-kit or alternatively available in e-kit format if required. Please be aware e-kits are subject to VAT.

Contact Centre Operations

The UK’s contact centre industry currently employs around 650,000 people and is worth billions of pounds annually to the UK’s economy. For many customers, the contact centre is their only contact with a company and a positive experience is an essential part of this process.

Highfield offers qualifications that form part of both the Intermediate Level Apprenticeship in Contact Centre Operations and the Advanced Level Apprenticeship in Contact Centre Operations.

The Intermediate Level Apprenticeship in Contact Centre Operations is suitable for those learners looking to gain employment in a variety of roles, including sales adviser, telesales operator, help desk operative and customer service adviser.

The Advanced Level Apprenticeship in Contact Centre Operations is suitable for those learners looking to gain employment in roles including sales team leader, contact centre manager, product specialist and support analyst.

Contact Centre Operations Apprenti-kit


Contact Centre products available from Highfield. Visit www.highfield.co.uk for more information.


HABC Level 2 NVQ Certificate in Contact Centre Operations (QCF)

Learners Fee per candidate 1 - 99 £59.00+VAT100+ £53.00+VAT

HABC Level 2 Certificate in Contact Centre Operations (QCF)



HABC Level 3 Certificate in Contact Centre Operations (QCF)


HABC Level 3 NVQ Diploma in Contact Centre Operations (QCF)


Other related Highfield qualifications:• HABC Level 1 NVQ Award in Contact Centre Operations (QCF) Full details on these qualifications are available at www.highfieldabc.com

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e-kit


Also

The Intermediate Level Apprenticeship in Contact Centre Operations Apprenti-kit

This Apprenti-kit enhances the learning experience of those completing the knowledge element of the Intermediate Level Apprenticeship in Contact Centre Operations and covers each of the three mandatory units that make up the Level 2 knowledge-based qualification of the apprenticeship.

It includes both a textbook and a workbook for the following units of the Intermediate Level Apprenticeship in Contact Centre Operations.

Principles of Personal Effectiveness in a Contact Centre• Improving Personal Effectiveness• The Role of a Team in Improving Personal Effectiveness

Principles of Health and Safety in a Contact Centre• Health and Safety Procedures in a Contact Centre• Minimising Health and Safety Risks

Principles of Personal Responsibilities and Working in a Business Environment• Employment Rights and Responsibilities• Health, Safety and Security in a Business Environment• Different Methods of Communication• Understanding and Supporting Colleagues• Work Planning• Different Types of Problems

Price: £29.95


Customer Service For any organisation to be successful it must be able to meet the expectations of its customers. This is largely done through the effective provision of customer service. Customer service is applicable to all sectors where customer interaction takes place and can be applied to commercial businesses, charities and national/local governments.

Highfield offers qualifications that fall within the frameworks for both the Intermediate Level Apprenticeship and the Advanced Level Apprenticeship in Customer Service.

The Intermediate Level Apprenticeship in Customer Service is suitable for those learners looking to gain employment as customer service trainees, assistants, representatives or agents.

The Advanced Level Apprenticeship in Customer Service is suitable for those learners wishing to work as customer relationship managers, coordinators or team leaders.

Customer Service Apprenti-kit



HABC Level 2 Diploma in Customer Service (QCF)



HABC Level 3 Diploma in Customer Service (QCF)


Customer Service products available from Highfield. Visit www.highfield.co.uk for more information.

Other related Highfield qualifications:• HABC Level 1 Award in Customer Service (QCF)• HABC Level 1 Certificate in Customer Service (QCF)• HABC Level 2 Award in Customer Service (QCF)• HABC Level 2 NVQ Certificate in Customer Service (QCF)• HABC Level 2 Certificate in Customer Service (QCF)• HABC Level 3 NVQ Diploma in Customer Service (QCF)• HABC Level 3 Certificate in Customer Service (QCF) Full details on these qualifications are available at www.highfieldabc.com

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e-kit


Also

The Intermediate Level Apprenticeship in Customer Service Apprenti-kit

This Apprenti-kit enhances the learning experience of those completing this qualification and covers the knowledge components of each of the mandatory units of the Level 2 Diploma in Customer Service qualification. It includes both a textbook and a workbook of the following five mandatory units.

Deliver Customer Service• Customer Service Delivery• The Relationship Between Customer Service and a

Brand• Prepare to Deal with Customers• Provide Customer Service• Support Improvements to Customer Service Delivery

Understand Customers• Different Types of Customers• The Value of Customers and their Loyalty

Principles of Customer Service• Customer Service• Legal and Ethical Requirements Relating to Customer

Service• How to Deliver Effective Customer Service• Management of Customer Service Information

Understand Employer Organisations• Organisational Structures• Organisational Environment

Manage Personal Performance and Development• Manage Personal Performance• Manage your Own Time and Workload• Identify your Own Development Needs• Personal Development Plans

Price: £35.95


Health and Social Care

The health and social care sector covers a range of services across many organisations within the public, private and voluntary sectors, including hospitals, hospices, nursing and care homes, among many other types of provision.

Highfield offers qualifications that are included in the frameworks for both the Intermediate Level Apprenticeship in Health and Social Care and the Advanced Level Apprenticeship in Health and Social Care. These apprenticeships are ideal for those looking to start a career in any number of roles in the health and social care sector. The difference between the intermediate and advanced apprenticeships is largely

based on the level of responsibility the learner must hold when starting their chosen career.

Those successfully completing the Intermediate Level Apprenticeship will have roles including healthcare assistant, care assistant, home care support worker, substance misuse worker or mental health support worker.

Those successfully completing the Advanced Level Apprenticeship will have roles including healthcare support worker, care supervisor, relief team leader, social services officer and community outreach worker.

Health and Social Care Apprenti-kit



HABC Level 2 Diploma in Health and Social Care (Adults) for England (QCF)


HABC Level 2 Certificate in Preparing to Work in Adult Social Care (QCF)





HABC Level 3 Diploma in Health and Social Care (Adults) for England (QCF)


HABC Level 3 Certificate in Preparing to Work in Adult Social Care (QCF)




Health and Social Care products available from Highfield. Visit www.highfield.co.uk for more information.

Other related Highfield qualifications:• HABC Level 2 Award in Awareness of Dementia (QCF)• HABC Level 2 Award in Awareness of End of Life Care (QCF)• HABC Level 4 Diploma in Adult Care (England) (QCF) • HABC Level 5 Diploma in Leadership for Health and Social Care and Children and Young People’s Services (England) (QCF) (90

Credits)

Full details on these qualifications are available at www.highfieldabc.com

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The Intermediate Level Apprenticeship in Health and Social Care Apprenti-kitThis Apprenti-kit enhances the learning experience of those completing the knowledge element of the Intermediate Level Apprenticeship in Health and Social Care. This Apprenti-kit covers all 9 mandatory units that make up the knowledge-based qualification of the intermediate level apprenticeship framework and includes both a textbook and a workbook with the following units and some of the topics covered as part of the kit.

Principles of Communication in Adult Social Care Settings• Identifying Different Reasons Why People

Communicate• Identifying Barriers to Communication• Reducing Barriers to Communication

Principles of Personal Development in Adult Social Care• Good Practice in Adult Social Care Roles• Reflecting on Work Activities• The Benefits of Personal Development Plans

Principles of Diversity, Equality and Inclusion in Adult Social Care• Direct and Indirect Discrimination• Key Legislation• Interacting with Individuals in an Inclusive Way

Principles of Safeguarding and Protection in Health and Social Care• Signs and Symptoms Associated with Abuse• Responding to Suspected or Alleged Abuse• Unsafe Practices

Introduction to Duty of Care in Health, Social Care and Children and Young People’s Settings• Understanding the Implications of Duty of Care• Where to Get Additional Support and Advice• Responding to Complaints

Understand the Role of the Social Care Worker• Working Relationships in Social Care Settings• Different Working Relationships in Social Care Settings• Working in Partnership with Others

Understand Person-Centred Approaches in Adult Social Care Settings• Defining Person-Centred Values• The Importance of Establishing Consent• Promoting an Individual’s Wellbeing

Understand Health and Safety in Social Care Settings• Legislation Relating to Health and Safety in a Social

Care Setting• Understanding Health and Safety Risk Assessment• Moving Equipment and Individuals

Understanding How to Handle Information in Social Care Settings• Secure Handling of Information in Social Care Settings• The Importance of Secure Systems for Recording and

Storing Information• Accessing Guidance, Information and Advice about

Handling Information

Price: £39.95 +postage & packing per Apprenti-kit or alternatively available in e-kit format if required. Please be aware e-kits are subject to VAT.

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Horticulture Horticulture is a key sector in the UK and each year around 160,000 hectares are dedicated to fruit and vegetables, with home production being worth close to £2 billion annually. There are currently around 20,000 businesses operating in this sector (including local authorities) employing nearly 200,000 staff.

The HABC Level 2 Diploma in Work-Based Horticulture (QCF) is suitable for learners who wish to pursue a career in land-based or environmental industries.

This qualification covers both the knowledge and skills elements required as part of an Intermediate Level Apprenticeship, of which there are 6 pathways to choose from, including production and commercial horticulture, horticulture, landscaping, sports turf, cemeteries and parks, and gardens and green spaces.

Horticulture Apprenti-kit



HABC Level 2 Diploma in Work-Based Horticulture (QCF)

Learners Fee per candidate 1-49 £50.00+VAT50-99 £47.00+VAT 100+ £44.00+VAT

Horticulture products available from Highfield. Visit www.highfield.co.uk for more information.

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The Intermediate Level Apprenticeship in Horticulture Apprenti-kit

This Apprenti-kit has been designed to support learners taking the Intermediate Level Apprenticeship in Horticulture and enhances the learning experience of those completing the knowledge element of this apprenticeship. It includes both a textbook and a workbook for the mandatory units of the Level 2 Diploma in Work-Based Horticulture, which include some of the following topics.

Monitoring and Maintaining Health and Safety• Health and Safety at Work etc. Act 1974• Accidents Involving Personal Injury• Waste (Organic, Inorganic and Hazardous) • Environmental Damage

Maintain and Develop Personal Performance• SWOT Analysis• Appraisal, Performance and Review• Obtaining Advice

Establish and Maintain Effective Working Relationships with Others• Cooperation or Assistance• Effective Communication• Conflicts at Work

Price: £29.95


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Hospitality, Catering and Professional Chefs

The hospitality and catering industry covers hotels, restaurants, cafés, fast-food outlets, pubs and clubs. This industry currently employs approximately 2 million people in the UK in a wide variety of roles; hence a huge requirement exists for qualified individuals in this sector.

Highfield offers qualifications included in the frameworks for both the Intermediate Apprenticeship in Hospitality and the Intermediate Apprenticeship in Catering and Professional Chefs for those learners specifically looking to start a career in this sector.

The Intermediate Level Apprenticeship in Hospitality aims to provide learners with the skills and knowledge required to work in a variety of roles within the hospitality industry.

The Intermediate Level Apprenticeship in Catering and Professional Chefs aims to provide learners with the skills and knowledge required for a role within the hospitality industry that specifically includes food preparation and/or cooking.

Hospitality Apprenti-kit


Hospitality products available from Highfield. Visit www.highfield.co.uk for more information.

The Intermediate Level Apprenticeship in Hospitality includes:

HABC Level 2 NVQ Diploma in Food and Beverage Service (QCF)


HABC Level 2 Certificate in Hospitality and Catering Principles (Food and Beverage Service) (QCF)


HABC Level 2 NVQ Diploma in Food Service (QCF)


HABC Level 2 Certificate in Hospitality and Catering Principles (Food Service) (QCF)


HABC Level 2 NVQ Diploma in Beverage Service (QCF)


HABC Level 2 Certificate in Hospitality and Catering Principles (Beverage Service) (QCF)


The Intermediate Level Apprenticeship in Catering and Professional Chefs includes:

HABC Level 2 Certificate in Hospitality and Catering Principles (Food Production and Cooking) (QCF)


HABC Level 2 NVQ Diploma in Food Production and Cooking (QCF)



For details of related qualifications available, visit

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The Intermediate Level Apprenticeship in Hospitality Apprenti-kitThis Apprenti-kit enhances the learning experience of those completing the knowledge element of the Intermediate Level Apprenticeship in Hospitality. This Apprenti-kit covers each of the units that make up the level 2 knowledge-based qualification and it includes both a textbook and a workbook that cover the following units and topics.

Safe, Hygienic and Secure Working Environments in Hospitality• Personal Responsibilities Under the Health and Safety

at Work etc. Act 1974• Safety Procedures in the Workplace• Reporting Procedures in the Case of Personal Illness

Effective Teamwork• Asking for and Offering Help• Supporting the Work of the Team• Contributing to Your Own Learning and Development

Giving Customers a Positive Impression • Establishing Positive Relationships with Customers• Recognising Customer Needs and Expectations• Why Organisations Have Standards and Procedures

Food Safety in Catering• Taking Personal Responsibility for Food Safety• Legal Responsibilities• Due Diligence and Enforcement

Principles of Customer Service in Hospitality, Leisure, Travel and Tourism• Internal and External Customers• Customer Needs and Expectations• Complaint Handling Procedures

Price: £35.95 +postage & packing per Apprenti-kit.

The Intermediate Level Apprenticeship in Catering and Professional Chefs Apprenti-kit This Apprenti-kit enhances the learning experience of those completing the knowledge element of the Intermediate Level Apprenticeship in Catering. This Apprenti-kit covers each of the units that make up the level 2 knowledge-based qualification and it includes both a textbook and a workbook that cover the following units and topics.

• Safe, Hygienic and Secure Working Environments in Hospitality• Effective Teamwork• Food Safety in Catering

The topics included within these units are mirrored in those for the above Hospitality Apprenti-kit.

Price: £29.95 +postage & packing per Apprenti-kit or alternatively available in e-kit format if required. Please be aware e-kits are subject to VAT. e-kit

available as anAlso

e-kitavailable as

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Warehousing and Storage Apprenti-kitDriving Goods Vehicles Apprenti-kit

Containing:• Welcome booklet• Textbook & Workbook• Dividers• Mapping/referencing documents for each unit• ERR booklet (optional)

Warehousing and Storage products available from Highfield. Visit www.highfield.co.uk for more information.

Logistics

Logistics is the management of goods from their point of origin to their destination. The efficient movement of goods within the UK is crucial to the country’s economy. The UK logistics industry is worth over £93 billion to the economy with 1 in 12 working people in the UK being employed in the sector, which equates to 2.3 million people across approximately 196,000 companies.

It is anticipated that there will be hundreds of thousands of vacancies in the transport and logistics industry by 2020 and at present there is a current shortage of skills, meaning that increasing the number of available qualified learners in the future is essential. Highfield currently offers qualifications included in 4 apprenticeship frameworks in England relevant to the logistics sector.

The Intermediate Level Apprenticeship in Warehousing and Storage is suitable for learners looking to start a career as a warehouse operative. Working as part of a team, the learner may be required to load and unload vehicles, as well as select and pack customers’ orders.

The Advanced Level Apprenticeship in Warehousing and Storage is suitable for learners who wish to progress after achieving the Intermediate Level Apprenticeship, as well as those looking to work as a senior warehouse operative or team leader. In addition to their normal warehouse operation activities, the learner may have responsibility for overseeing the selection and packing of customers’ orders, ensuring these tasks are completed on time and ready for dispatch.

The Intermediate Level Apprenticeship in Driving Goods Vehicles is suitable for learners who are looking to work as a bicycle or motorcycle courier, van driver, rigid vehicle driver or an articulated/drawbar vehicle driver.

The Advanced Level Apprenticeship in Driving Goods Vehicles is suitable for learners who wish to progress after achieving the Intermediate Level Apprenticeship as well as those looking to start a career in team leading or the management of deliveries and collections.


HABC Level 2 Certificate in Warehousing and Storage (QCF)



HABC Level 2 Certificate in Driving Goods Vehicles (QCF)



HABC Level 3 Diploma in Warehousing and Storage (QCF)



HABC Level 3 Diploma in Driving Goods Vehicles (QCF)


Warehousing and Storage Driving Goods Vehicles

HABC Level 2 Award in Employee Rights and Responsibilities in the Logistics Industry (QCF)



For details of related qualifications available, visit

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The Intermediate Level Apprenticeship in Warehousing and Storage Apprenti-kitThis Apprenti-kit enhances the learning experience for those completing the knowledge element of the apprenticeship and covers the 2 mandatory units required to achieve the Level 2 Certificate in Warehousing and Storage (QCF). It includes both a textbook and a workbook for the following 2 units and topics.

Health, Safety and Security at Work• Working Safely• Health and Safety at Work etc. Act 1974 and COSHH• First Aid• Workplace Safety Monitoring• Manual Handling

Develop Effective Working Relationships with Colleagues in Logistics Operations• Working Relationships• The Employee Handbook• Job Descriptions• Organisational Policies and Procedures• Misunderstandings and Difficulties

Price: £29.95+postage & packing per Apprenti-kit.

The Intermediate Level Apprenticeship in Driving Goods Vehicles Apprenti-kitThis Apprenti-kit enhances the learning experience for those completing the knowledge element of the apprenticeship and covers the 5 mandatory units required to achieve the Articulated/Drawbar or Rigid Vehicles pathways of the Level 2 Certificate in Driving Goods Vehicles (QCF). It includes both a textbook and a workbook for the following 5 units and topics.

Prepare the Articulated/Drawbar or Rigid Vehicle for Driving• Personal Protective Equipment• Approaching the Vehicle• The Cab Exterior• Defect Report Sheet

Protect the Articulated/Drawbar or Rigid Vehicle and the Load• Protecting your Load• Delivery Sites• Parking Up• Security Checks

Operate and Monitor the Articulated/Drawbar or Rigid Vehicle Systems• Things a Driver Should be Familiar With• Things to Monitor During a Trip• Smooth Running of Your Vehicle• Common Faults• Problems

Manoeuvre the Articulated/Drawbar or Rigid Vehicle in Restricted Spaces• Dimensions of the Vehicle• Signals Needed• Observations• Hazards• Speed

Obtaining Information on the Collection and/or Delivery of Loads• Information Required• Delivery Notes• Delivery Problems

Price: £35.95 +postage & packing per Apprenti-kit or alternatively available in e-kit format if required. Please be aware e-kits are subject to VAT.

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Management and Team Leading

Effective management and team leading is essential for almost all industries and it is vital that those individuals taking a leadership/management role are suitably qualified.

The Intermediate Level Apprenticeship has been developed for those looking to work in roles such as team leaders, section leaders, trainee supervisors and those working in a range of other team leader positions.

The Advanced Level Apprenticeship has been developed to support those looking to work in roles such as first line managers, assistant managers, senior supervisors and those working in a range of other management positions.

Team Leading Apprenti-kit


Team Leading products available from Highfield. Visit www.highfield.co.uk for more information.


HABC Level 2 Diploma in Team Leading (QCF)



HABC Level 3 Diploma in Management (QCF)


Other related Highfield qualifications:• HABC Level 2 NVQ Certificate in Team Leading (QCF)• HABC Level 2 Certificate in Team Leading Principles (QCF)• HABC Level 3 NVQ Certificate in Management (QCF)• HABC Level 3 Certificate in Management (QCF)


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The Intermediate Level Apprenticeship in Team Leading Apprenti-kit

This Apprenti-kit enhances the learning experience of those completing this qualification and covers knowledge within each of the mandatory units of the Level 2 Diploma in Team Leading qualification. It includes both a textbook and a workbook of the following 5 mandatory units.

Manage Personal Performance and Development• Manage Personal Performance• Manage Your Own Time and Workload• Identify Your Own Development Needs• Personal Development Plans

Communicate Work-related Information• The Principles and Techniques of Work-Related

Communication• Communicate Work-Related Information Verbally• Communicate Work-Related Information in Writing

Lead and Manage a Team• Engage and Support Team Members• Manage Team Performance• Deal with Problems Within a Team

Principles of Team Leading• Leadership Styles• Team Dynamics• Techniques Used to Manage the Work of Teams• Impact of Change Management Within a Team• Team Motivation

Understand Business• Organisational Structures• Business Environment• Principles of Business Planning and Finance Within

an Organisation• Business Reporting Within an Organisation• The Principles of Management Responsibilities and

Accountabilities Within an Organisation

Price: £35.95


Retail

Retail is one of the UK’s largest sectors and currently employs 10% of the UK’s workforce. Highfield offers qualifications specifically for those wishing to work in this sector across a variety of roles and covers both retail skills and retail knowledge. Highfield currently offers qualifications that form part of the Intermediate Level Apprenticeship and the Advanced Level Apprenticeship.

The Intermediate Level Apprenticeship is suitable for those looking to start such roles as a sales assistant, a stockroom assistant or a visual merchandiser.

The Advanced Level Apprenticeship is suitable for those wishing to start a career in such roles as supervisor, team leader, department manager, visual merchandise supervisor or senior sales assistant.

Retail Apprenti-kit


Retail products available from Highfield. Visit www.highfield.co.uk for more information.


HABC Level 2 Certificate in Retail Skills (QCF) – Competency-based qualification for the retail pathway


HABC Level 2 Diploma in Retail Skills (QCF) – Competency-based qualification for the retail specialist pathway


HABC Level 2 Certificate in Retail Knowledge (QCF) – Knowledge-based qualification for both pathways



HABC Level 3 Diploma in Retail Skills (Management) (QCF) – Competency-based qualification for the Retail Management Pathway


HABC Level 3 Diploma in Retail Skills (Sales Professional) (QCF) – Competency-based qualification for the Sales Professional Pathway


HABC Level 3 Diploma in Retail Skills (Visual Merchandising) (QCF) – Competency-based qualification for the Visual Merchandising Pathway


HABC Level 3 Certificate in Retail Knowledge (QCF) – Knowledge-based qualification for all Pathways


Other related Highfield qualifications:• HABC Level 1 Award in Retail Knowledge (QCF)• HABC Level 1 Certificate in Retail Knowledge (QCF)• HABC Level 2 Award in Retail Knowledge (QCF)• HABC Level 2 Award in Underage Sales Prevention (QCF) • HABC Level 3 Award in Retail Knowledge (QCF)• HABC Level 3 Certificate in Retail Skills

(Sales Professional) (QCF)• HABC Level 3 Certificate in Retail Skills (Visual

Merchandising) (QCF)


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The Intermediate Level Apprenticeship in Retail Apprenti-kit

This Apprenti-kit has been written to support the Intermediate Level Apprenticeship in Retail, which is aimed at learners who are working within the retail sector.

This Apprenti-kit enhances the learning experience of those completing the knowledge element of this apprenticeship and covers each of the mandatory units for the qualification. It includes both a textbook and a workbook for the following units of the Retail Apprenticeship.

Understanding Customer Service in the Retail Sector• Customers’ Needs and Expectations• Unsatisfactory Customer Service• Customer Service Standards, Policies and Procedures• Customer Complaints and Problems

Understanding the Retail Selling Process• The Retail Selling Process• Matching Products to Customers’ Needs• Using Questions to Establish Sales Opportunities• Features and Benefits of Products• Buying Signals • Ways of Closing Sales

Understanding How Individuals and Teams Contribute to the Effectiveness of a Retail Business• Employment Rights and Responsibilities• Equality Legislation• Effective Methods of Communications Used Within

Teams• Lines of Accountability• Personal Performance as a Contributor to Business

Success

Understanding How a Retail Business Maintains Health and Safety on Its Premises• Understanding Legislation• Responsibilities of Employees and Employers• Actions Taken in the Event of an Emergency• Noticing and Reporting Hazards• Safe Working Practices

Price: £29.95


Two optional units can also be added to this Apprenti-kit if required. These units are:

• Understanding Security and Loss Prevention in a Retail Business

• Understanding the Handling of Customer Payments in a Retail Business

Kits with these units included will be priced at £35.95.

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Security

The security industry is experiencing steady growth. Currently, there are around 500,000 people employed in the security industry – that includes static and patrol guards, uniformed retail security guards, door supervisors, store detectives, CCTV operators, dog handlers and private investigators.

Large commercial companies, hospitals and universities also contribute to that number with their own in-house security teams.

Those learners achieving the apprenticeship in Providing Security Services typically go on to work in such roles as retail security guard, CCTV operative, door supervisor and many more.


HABC Level 2 Certificate in Providing Security Services (QCF)


HABC Level 2 Certificate in Principles of Providing Security Services (QCF)


Other related Highfield qualifications:

• HABC Level 2 Award for Working as a CCTV Operator within the Private Security Industry (QCF)• HABC Level 2 Award for Working as a Door Supervisor within the Private Security Industry (QCF)• HABC Level 2 Award for Working as a Security Officer within the Private Security Industry (QCF)• HABC Level 2 Award for Upskilling a Door Supervisor within the Private Security Industry (QCF)• HABC Level 3 Certificate for Working as a Close Protection Operative within the Private Security Industry (QCF) Full details on these qualifications are available at www.highfieldabc.com

Proving Security Services Apprenti-kit

Security products available from Highfield. Visit www.highfield.co.uk for more information.


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The Intermediate Level Apprenticeship in Providing Security Services Apprenti-kit

This Apprenti-kit enhances the learning experience of those completing the knowledge element of this apprenticeship and covers each of the 4 mandatory units for the qualification. It includes both a textbook and a workbook for the following units of the Providing Security Services Apprenticeship.

Solving Work-Related Problems• Legislation and Crimes• Types of Search• Dealing with Property Found During a Search• Types of Security Systems• Serious Crimes• Arrest Procedures• Breach of the Peace

Building Working Relationships with Customers• Different Types of Customer• Different Types of Communication• Preventing Conflict• Types of Behaviour• Customer Service Protocols

Conflict Management for the Private Security Industry• Common Flashpoints• Using a Threat Assessment• Managing Conflict• Overcome Communication Blocks• Responding to Conflict

Working in the Private Security Industry• The Key Bodies• SIA Licensing• Communication Skills and Customer Care• Awareness of the Law• Health and Safety for the Private Security Operative• Emergency Procedures• Terrorism

Price: £29.95


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Stewarding and Spectator Safety

Stewarding involves ensuring that customers attending spectator events remain safe. The demand for fully trained stewards has increased due to the popularity of sports such as football, tennis, rugby, motor racing and cricket, which attract thousands of spectators. Stewarding is also needed at numerous other events such as music festivals, street carnivals, fun-runs and air shows.

In addition to ensuring the safety of the customer, it is the responsibility of the steward to ensure that the event runs smoothly, to answer any questions customers may have and to observe any potential problems that may occur. Stewards may also be required to engage in crowd control, and must be able to identify and defuse potentially difficult situations, skilfully and tactfully, with the least amount of disruption.

Highfield currently offers qualifications that form part of both the Intermediate Level Apprenticeship in Spectator Safety and the Advanced Level Apprenticeship in Spectator Safety.

The Intermediate Level Apprenticeship in Spectator Safety is suitable for those looking to work in the role of steward, marshal or assistant grounds safety officer.

The Advanced Level Apprenticeship in Spectator Safety is suitable for those looking to work in the role of senior steward, marshal or grounds safety officer.

Spectator Safety Apprenti-kit



HABC Level 2 NVQ Certificate in Spectator Safety (QCF)



HABC Level 3 NVQ Certificate in Spectator Safety (QCF)


HABC Level 2 Award in Employment Awareness in Active Leisure and Learning (QCF)

£15.00+VAT candidate registration fee

HABC Level 3 Award in Employment Awareness in Active Leisure and Learning (QCF)


Stewarding & Spectator Safety products available from Highfield. Visit www.highfield.co.uk for more information.

Other related Highfield qualifications:• HABC Level 2 Award in Understanding Stewarding at Spectator Events (QCF)• HABC Level 2 Award in Front of Stage Pit Barrier Operations• HABC Level 2 Certificate in Event Security Operations (QCF)


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The Intermediate Level Apprenticeship in Spectator Safety Apprenti-kitThe Highfield Spectator Safety Apprenti-kit has been developed to support those learners undertaking the Intermediate Level Apprenticeship in Spectator Safety, including those stewarding at sporting events, music festivals and other major gatherings, and who are responsible for dealing with spectator safety.

This Apprenti-kit is designed to enhance the learning experience when completing the knowledge components of the Level 2 Certificate in Spectator Safety and covers the following units.

Monitor Spectators and Deal with Crowd Problems• Identifying Resources• What to Look for When Monitoring Crowds• Personal Conduct and Appearance• Identifying Hazards• Procedures to Follow for Each Type of Crowd Problem• Correct Reporting Procedures

Deal with Accidents and Emergencies• Codes of Practice• Types of Injury and Illness• Procedures for Reporting Accidents• Basic First-Aid Treatment• Providing Reassurance and Comfort

Help to Manage Conflict• Identifying Types of Conflict Situations• Legal Considerations Covering Self-Defence and the

Use of Force• Body Language and Other Non-Verbal Types of

Communications• Maintaining Personal Space• Demonstrating Active Listening

Control the Entry, Exit and Movement of People at Spectator Events• The Basic Principles of Customer Care• Articles that Contravene Venue Rules• Monitoring Designated Areas• Controlling Queues in an Orderly and Safe Manner• Carrying Out Personal Searches• Dealing with Problems

Prepare for Spectator Events• Legal Responsibilities and Powers• Registration and Briefing• Emergency Procedures, Relevant Code Words and

Assembly Points• Safety Equipment• Risk Assessment• General Stewarding Duties

Support the Work of the Team and Organisation• Values and Codes of Practice• Effective Teamwork• Working with Colleagues Effectively• Team Meetings• Handling Criticism• Customer Feedback

Price: £35.95


Highfield e-learning can provide media-rich, interactive support for those looking to achieve both the Level 2 Award in Understanding Stewarding at Spectator Events and the Level 2 NVQ Certificate in Spectator Safety.

www.highfieldelearning.com

For more info visit...

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Business Improvement Techniques

Business Improvement Techniques are recognised as an integral part of successful organisations. The original idea of streamlining production techniques came from America with the term ‘lean’ being coined to describe Toyota’s business during the late 1980s. These techniques are applicable across a wide range of sectors from manufacturing to office-based roles.

In addition to the 3 business improvement qualifications available, Highfield also offers the HABC Level 2 NVQ Diploma in Performing Manufacturing Operations (QCF) to enable those working within a range of manufacturing industries to enable individuals to demonstrate competence in their job roles and develop essential work-based skills.

The Intermediate Level Apprenticeship in Business Improvement Techniques is suitable for those looking to work in roles such as business improvement coordinator, lean manufacturing facilitator or production team leader.

The Intermediate Level Apprenticeship in Improving Operational Performance is suitable for those looking to work in roles such as metal worker, machine operative, process operator, production inspector and assembly operator.

HABC Level 2 Certificate in Business Improvement Techniques (QCF)


HABC Level 2 NVQ Diploma in Business Improvement Techniques (QCF)


Many other Work-Based Learning qualifications available from Highfield. Visit www.highfieldabc.com


HABC Level 2 Certificate in Business Improvement Techniques (QCF)


HABC Level 2 Certificate in Lean Organisation Management Techniques (QCF)


HABC Level 2 NVQ Diploma in Performing Manufacturing Operations (QCF)


The Intermediate Level Apprenticeship in Improving Operational Performance can include:

The qualifications that form part of this apprenticeship framework will be determined by the delivery pathway that is selected.

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. . . the A P P R E N T I - K I TCustodial Care

The HABC Level 3 Diploma in Knowledge of Custodial Care (QCF) has been developed for those who wish to work in either HM Prisons or in the private sector.

This particular qualification covers a range of topics including current legislation, organisational requirements and working practices. It also forms the knowledge component of the Advanced Apprenticeship for Custodial Care.

Completion of the Advanced Level Apprenticeship for Custodial Care is specifically aimed at those who are looking to go on to work in roles such as prison officer, prison custody officer, detention officer and escort custody officer.

HABC Level 3 Diploma in Knowledge of Custodial Care (QCF)


Many other Work-Based Learning qualifications available from Highfield. Visit www.highfieldabc.com 39

Locksmithing

Locksmithing has been around for generations and it is currently estimated that there are 3,000 people in the UK working in this profession.

The HABC Level 2 Certificate in Locksmithing (QCF) is a combined qualification that contributes to the achievement of the Intermediate Level Apprenticeship in Locksmithing.

Learners completing this qualification will gain a knowledge and understanding of health and safety in the workplace, communicating effectively with others, conducting dynamic risk assessments, key system design, lock assembly and cutting and providing keys.

HABC Level 2 Certificate in Locksmithing (QCF)


Many other Work-Based Learning qualifications available from Highfield. Visit www.highfieldabc.com

Public Transport

These qualifications are suitable for those looking for a career in public transport, particularly those looking to work as taxi drivers, private hire drivers and bus or coach drivers.

The level 2 certificate has been designed to take into account recognised best practice principles in the taxi and private hire sectors.

HABC Level 2 Certificate in Introduction to the Role of Professional Taxi and Private Hire Driver (QCF)


HABC Level 2 NVQ Certificate in Road Passenger Vehicle Driving (Taxi and Private Hire) (QCF)


Many other Work-Based Learning qualifications available from Highfield. Visit www.highfieldabc.com 41

HABC Level 2 NVQ Diploma in Passenger Carrying Vehicle Driving (Bus and Coach) (QCF)


HABC Level 2 Award in Knowledge for a Professional Bus or Coach Driver (QCF)


The Intermediate Level Apprenticeship in Taxi and Private Hire Driving (England) includes:

The Intermediate Level Apprenticeship in Passenger Carrying Vehicle Driving (Bus and Coach) (England) includes:

Functional Skills Qualifications and Resources

Functional skills qualifications equip learners with the practical skills that are required in everyday life, education and in a working environment. They are also a key part of all apprenticeship frameworks. Functional skills qualifications cover 3 key subject areas:

• Mathematics• English• ICT

For intermediate level apprenticeships learners are required to achieve level 1 functional skills qualifications.

For advanced level apprenticeships learners are required to achieve level 2 functional skills qualifications.

In all apprenticeship frameworks it is compulsory that learners achieve functional skills qualifications for both mathematics and English. The assessments for these qualifications focus on real-life situations and encourage all learners to identify how they use functional skills in their daily activities.

An ICT functional skills qualification is only required for certain apprenticeship frameworks. Your Highfield account manager or business development manager can advise you on the exact requirements of your chosen apprenticeship framework.

Supporting Learning ResourcesEnglish and mathematics qualifications can be supported by Highfield International’s range of functional skills books.

Highfield’s functional skills resources are the most engaging and user-friendly handbooks and workbooks currently available. They are dedicated to supporting the teaching and learning of functional skills within the apprenticeship programme as well as being suitable for supporting learners wanting to achieve stand-alone functional skills qualifications and for pre-employment learning.

The handbooks and workbooks adhere to the skills standards required for functional skills and are designed to ensure that learners are ready for their final assessments in English and mathematics.

Pricing per pack

1 £11.502 - 9 £10.5010 - 49 £9.5050 - 99 £8.50100 + £7.00

(Each pack includes a handbook and a workbook for the relevant subject)

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Coming Soon...

Level 2 English and Mathematics Functional Skills Books

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Available Funding for your delivery

The Skills Funding Agency (SFA)The SFA funds skills training for further education (FE) in England. It supports colleges, private training organisations, and employers with more than £4 billion of funding each year. This funding is targeted to help a range of adults, young people, the unemployed and people with low skill levels to get the skills they need for employment.

At Highfield we have a good understanding of the SFA’s priorities and work with our customers to provide support in delivering funded learning.

Adult Skills BudgetSFA funding is available through the Adult Skills Budget, which supports flexible and responsive provision to learners and employers in the workplace and through classroom learning. Highfield has a number of solutions that can attract funding through the Adult Skills Budget including: • stand-alone vocationally related

qualifications (VRQ)s to upskill and enhance the job prospects of those in work or seeking work

• learning aims mainly delivered within a workplace and in connection with the employed learner’s occupation or their employer’s business

TraineeshipsFor further information on what is available from Highfield to support traineeships for learners aged 16 to 24, please see pages 47 to 51.

Supporting Funding for Apprenticeship Delivery Our comprehensive Apprenticeship offer allows us to provideflexible solutions to customers delivering and assessing fullApprenticeship frameworks. Our team can advise onthe range of support available from Highfield including learning resources, flexible assessments and streamlined administration processes.

Education Funding AgencyThe Education Funding Agency provides support for 1.6 million young people aged 16-19. The study programmes eligible for funding provide a clear framework for students engaged in vocational learning. Highfield can support a number of key elements of these study programmes.

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Highfield’s qualifications and resources can also be used to support work readiness and the development of employability and vocationally specific skills.

Supporting English, Mathematics and Employability Skills

User-Friendly Course Management

Highfield supports the achievement of English and Mathematics skills with engaging, user-friendly Functional Skills handbooks and workbooks, which support the achievement of important core qualifications. (Please see page 42 for further details on these.) Customer feedback indicates that these resources effectively support the incorporation of English and Mathematics learning into vocational programmes and improve success rates.

You can easily bulk upload all your learners and manage them with a variety of reporting functions (ideal for funding partners) via our user-friendly learner management system, Highfield Central.To discuss funding options further, please contact the Highfield team on 0845 226 0350 / 01302 363277.


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Personal Development for Employability

Highfield offers a suite of personal development for employability qualifications, developed to provide individuals with the knowledge and understanding to enhance their success in employment.

Each qualification is flexible enough for learners to achieve a variety of employment-based skills, along with a number of work-related tasters that can be selected.

These qualifications are available for learners who are new to the employment market and are actively seeking employment, are changing careers or have taken a career break. They provide individuals with the knowledge and understanding needed to enhance their success and sustain employment in a range of different occupational sectors. These qualifications could also be used in line with the study programme of traineeships.

The range of work-related tasters available from Highfield is ever-expanding and currently includes the following subjects.

• Active Leisure• Cleaning • Conflict Management• Customer Service

• Fire Safety• Hospitality and Catering• Land-based Skills• Legionella

• Manual Handling• Retail• Risk Assessment

• Underage Sales Prevention

• Warehousing• Waste Management

The qualifications currently available from Highfield are as follows:

HABC Level 1 Award in Personal Development for Employability (QCF)


HABC Level 1 Diploma in Personal Development for Employability (QCF)


HABC Level 1 Certificate in Personal Development for Employability (QCF)


HABC Level 2 Award in Personal Development for Employability (QCF)


HABC Level 2 Certificate in Personal Development for Employability (QCF)


HABC Level 2 Diploma in Personal Development for Employability (QCF)


Employability-kits (Levels 1 and 2)

Containing:• Textbook pages• Workbook pages• Dividers• Mapping/referencing documents for each unit• ERR Booklet (Optional)

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Employability products available from Highfield. Visit www.highfield.co.uk for more information.

What is a Traineeship?

Traineeships are learning programmes aimed at young people aged 16 to 24, and are seen by the government as one of its flagship training policies. They are designed to give learners the work experience, skills and knowledge that employers need them to have to start contributing to their business. Traineeships prepare learners to progress into employment or a full apprenticeship and can last between three weeks and six months.

Traineeships are made up of the following key parts.

1. A real work placement2. Work-preparation training3. Maths and English support

Highfield’s traineeship offer includes:

Work Placement Support – Highfield’s employability skills suite of qualifications includes a range of units that can help learners develop interpersonal skills that they will find essential to successfully complete a work placement.

Work-Preparation Training - Learners may need to complete a vocational qualification. Learners aged between 19 and 24 will be given the chance to study for work preparation qualifications up to level 2. These qualifications can cover a range of areas (many of which are available from Highfield).

Mathematics and English Support – Learners that have not already achieved a C or above in mathematics and English at GCSE must achieve at least the equivalent of Functional Skills Level 2 in both subjects.

The level of support available from Highfield when it comes to Functional Skills has been outlined on page 42 of this brochure.

Highfield Traineeship BundlesAt Highfield we always endeavour to offer clients the most flexible and efficient solution possible to meet their delivery needs. When it comes to offering traineeship packages, we will work with you to provide a customised qualification bundle.

The information provided shows 7 examples of the traineeship bundles we can offer based on a client’s specific requirements for their learners and the resources available to support these programmes (please note that all Highfield-kits are also available in e-kit format on request).

Example 1: Customer ServiceHABC Level 1 Award in Personal Development for Employability (QCF)This could consist of the following core units:

Unit NumberA/503/2836D/501/6113F/503/2837F/501/6413

Unit NameSelf-assessmentSetting and meeting targets at workCareer progressionBuilding working relationships with customers

Level1212

Credits12227

Guided Learning Hours1020202070 :Total

HABC Level 2 Certificate in Customer Service (QCF)This could consist of the following core units:

Unit NumberJ/600/1003J/600/0658

Unit NameDelivery of effective customer serviceSupporting the customer service environment

Level22

Credits67

13

Guided Learning Hours5065

115 :Total

Learners taking this traineeship programme can be supported effectively by training materials available from Highfield.

Example 2: Team LeadingHABC Level 1 Award in Personal Development for Employability (QCF)This could consist of the following core units:

Unit NumberA/503/2836R/501/6058F/503/2837

Unit NameSelf-assessmentWorking in a teamCareer progression

Level121

Credits1326


Tailor-made training materials...

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HABC Level 2 Certificate in Team Leading Principles (QCF)This could consist of the following core units:

Unit NumberA/602/1295F/602/1282T/602/1294

Unit NameTeam leading responsibilitiesManaging yourself and providing direction to your teamCommunicating information and knowledge in the workplace

Level222

Credits553

13



Example 3: Contact CentreHABC Level 1 Award in Personal Development for Employability (QCF)This could consist of the following core units:

Unit NumberA/503/2836R/501/6058F/503/2837


Level121

Credits1326


HABC Level 1 NVQ Award in Contact Centre Operations (QCF)This could consist of the following core units:

Unit NumberT/503/0342D/503/0352D/503/0402M/601/1508

Unit NameImprove personal effectiveness at work in a contact centreComply with health and safety procedures in a contact centreCommunicate information to customers through a contact centreRecognise and deal with customer queries, requests and problems

Level2111

Credits4245

15


103367 :Total


Example 4: Hospitality and CateringHABC Level 1 Award in Personal Development for Employability (QCF)

Unit NumberA/503/2836R/501/6058F/503/2837


Level121

Credits1326


HABC Level 2 Certificate in Hospitality and Catering Principles (Food Production and Cooking) (QCF)This could consist of the following core units:

Unit NumberR/600/0615

Y/600/0616H/502/0132F/502/8285T/502/8283T/600/1059

D/600/0617T/502/8297R/502/8257

L/600/1133

Unit NameSafe, hygienic and secure working environments in hospitalityEffective teamworkFood safety in cateringPrinciples of producing basic pasta dishesPrinciples of producing basic hot and cold dessertsPrinciples of customer service in hospitality, leisure, travel and tourismGiving customers a positive impressionPrinciples of providing a counter and takeaway servicePrinciples of how to maintain an efficient use of resources in the kitchenDealing with payments

Level1

12222

212

2

Credits2

21221

212

118


19959

10

186

11

9112 :Total


Example 5: Warehousing and StorageHABC Level 1 Award in Personal Development for Employability (QCF)

Unit NumberA/503/2836R/501/6058Y/501/5915

Unit NameSelf-assessmentWorking in a teamLearning with colleagues and other learners

Level122

Credits1326


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HABC Level 2 Certificate in Warehousing and Storage Principles (QCF)This would consist of the following core unit:

Unit NumberL/502/2764

Unit NameWarehousing and storage principles

Level2

Credits1414



Example 6: Business and AdministrationHABC Level 1 Award in Personal Development for Employability (QCF)

Unit NumberA/503/2836R/501/6058Y/501/5915

Unit NameSelf-assessmentWorking in a teamLearning with colleagues and other learners

Level122

Credits1326


HABC Level 2 Certificate in Principles of Business and Administration (QCF)This could consist of the following core units:

Unit NumberR/601/7639J/601/7640L/601/7641Y/601/7643L/601/7638

Unit NamePrinciples of providing administrative servicesPrinciples of managing information and producing documentsPrinciples of supporting change in a business environmentPrinciples of maintaining stationery stockPrinciples of personal responsibilities and working in a business environment

Level22222

Credits43114

13


32104 :Total


Each Trainee-kit (available for multiple subjects) includes:

Welcome Booklet - This is stored in the front wallet of the kit and explains the component parts of traineeships and how they work.

Work Preparation Section - This section outlines information on work preparation qualifications available and required. There is also a section for the learner to reflect on their work experience and keep a working diary.

Textbooks - These provide learners with all the information they need to complete the academic aspect of their traineeship and includes Highfield-style illustrations to engage them.

Workbooks - The questions and activities in these books have been mapped to learning outcomes. The completion of them can be used as evidence of learning for the relevant qualification.

These kits are also available in e-kit format, and work using Adobe editable software for those learners wishing to complete them electronically. The price for each kit is determined by the total number of units it is comprised of.

2 - 4 £29.955 - 8 £35.959 - 12 £39.9513+ £45.95

Please contact us for further information on your Trainee-kit solution.

Example 7: Health and Social CareHABC Level 1 Award in Personal Development for Employability (QCF)

Unit NumberA/503/2836D/501/6113J/501/5912F/503/2837

Unit NameSelf-assessmentSetting and meeting targets at workEffectiveness at workCareer progression

Level1221

Credits12126


HABC Level 2 Certificate in Preparing to Work in Adult Social Care (QCF)This could consist of the following core units:

Unit NumberL/602/2905L/602/3035H/602/3039A/601/8574H/601/5474

A/602/3113J/602/3180R/602/3179Y/602/3118

Unit NamePrinciples of communication in adult social care settingsPrinciples of personal development in adult social care settingsPrinciples of diversity, equality and inclusion in adult social care settingsPrinciples of safeguarding and protection in health and social careIntroduction to duty of care in health, social care or children’s and young people’s settingsUnderstand the role of the Social Care WorkerUnderstand person centred approaches in adult social care settingsUnderstand health and safety in social care settingsUnderstand how to handle information in social care settings

Level22222

2222

Credits22231

1441

20


934409

179 :Total


Trainee-kits The ultimate learner resource for those taking a traineeship

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Course Finder PlusCourse Finder Plus is an online search facility that allows learners to search for their nearest training provider delivering Highfield qualifications. Course Finder Plus allows learners to search by subject area, course title, address (or part thereof – meaning they can just enter their town/city or postcode), and desired course dates. Once all search criteria have been inputted, a list of potential courses will be suggested to the learner.

Course Finder Plus is available directly through the Highfield website via the home page and we thoroughly recommend that all of our Approved Centres populate it by adding their course details.

This service is not only a great promotional tool for our Approved Centres, but is also completely free to use - yet another benefit of being a Highfield Centre.

Social Media Contact DetailsHighfield is the ‘awarding body that listens and responds’, and as a result of this, we take advantage of any and all opportunities that allow us to communicate with our Approved Centres and customers. This allows us to look at areas where we can further improve our services and exceed customer expectations, and we encourage you to join us on our social media platforms:

In addition to the above, Highfield also has some sector-specific social media forums that are available through Linkedin. These forums provide various topics for debate among Highfield Approved Centres on the relevant subject areas, and include the Highfield Food Safety Trainers’ Forum and the HABC Apprenticeship and Work-Based Learning Forum. Stay tuned to our social media channels for further announcements.

facebookwww.facebook.com/HighfieldABC

twitter www.twitter.com/HighfieldABC

linkedin

Registration Fees

Centre Approval Fee £280+VATApproval Visit Fee (if required, subject specific) £300+VATCore Manual (paper copy) £15+VATQualification Registration (per qualification) £30+VAT

All Centres that spend less than £1,000 during a calendar year (January – December) will be subject to an annual fee of £300+VAT. Centres spending over £1,000 during a calendar year will be exempt from the fee.

Additional Costs

Some of the additional costs that you may encounter by being a Highfield Approved Centre are as follows (these costs are optional):

Manual re-marking of Candidate Answer Sheet (multiple-choice) £20+VATManual re-marking of Candidate Answer Booklet (short written) £40+VATAppeals requiring a visit to a Centre £350+VATHighfield Quality Support visit £350+VAT

Joint Branded Certificates

These learners’ qualification certificates can include our logo as the awarding organisation and your company logo as their trainer - a great promotional tool!

Artwork set-up fee £25+VATArtwork set-up fee (with a purchase of 50 or more qualification registrations) FREE Fee per certificate FREE

Postage and Packaging

Ordinary post (UK only) is free. If you require your order urgently, we can dispatch on a 24-hour delivery (Monday to Friday) for only £5+VAT, providing the order is placed before 12 noon. For other locations, please contact us for a quote.

If an order is required for a Saturday delivery, the extra cost for this special service will be £25+VAT providing the order is placed before 12 noon on the Friday before the Saturday delivery.w

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Jason Sprenger - Chief Executive

Highfield Awarding Body for Compliance

Qualification number

Course Director

Training Organisation

Date of award

Certificate number

Date of assessment

has successfully passed an assessment in

Certifies thatHighfield Awarding Body for Compliance

000/000/000

HABC Level 2 Award in Food Safety

for Manufacturing (QCF)

24 July 2015

01 July 2015

12345

Richard Ford

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Highfield Awarding Body for ComplianceHighfield House, Heavens Walk,

Lakeside, Doncaster, DN4 5HZ United Kingdom

Tel: +44 0845 2260 350 Tel: +44 01302 363277Fax: +44 0845 2260 360 Fax: +44 01302 [email protected] www.highfieldabc.com

Quality, Value, Service & Integrity


Helping blind and partially sighted children

Highfield is proud to support

“Thank you very much for your efforts and professional work. We appreciate working together with you as a team, and your consistent and good communication has ensured high-quality outcomes.”

Quality Manager, Nestlé

“Highfield provides us in excess of 12,000 certifications per year in a range of different subjects and is invaluable to our success. I would be confident in saying they are pivotal in our growth.”

Commercial Director, eResponse

“Staff at Highfield really do listen and are really supportive. Customer services at its best!”

Senior Training Advisor, The Royal Borough of Kensington and Chelsea

“Its range of qualifications including bespoke programmes ensures that as a business we can demonstrate the competency of our workforce by external validation and accreditation. We see our relationship with Highfield as a partnership for the future which guarantees commitment to our staff, our stakeholders and the community.” Project Manager, Serco

“I would recommend Highfield to others. The service that we have received was absolutely excellent, second to none. We’re always looking to develop and enhance our existing programmes and between us I think we have got some exciting places to go. Apprenticeships are incredibly important to us as an organisation and are a fundamental part of our strategy.”

Apprenticeship Operations Manager, Superdrug

“Highfield is always willing to help and put their customers first. They are flexible and accommodating to changing demands and always go the extra mile to ensure that they provide first class service always.”

Legal and Compliance Manager, Marks & Spencer

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