Retailer Team Leader Standard
Retail team leaders are a critical support to managers, delivering exceptional customer service and a positive experience to customers, and may have to deputise for managers in their absence. The role is dynamic and in one day can involve a variety of different functions. Most significantly retail team leaders guide and coordinate the work of the team to complete tasks, identify and explore opportunities that drive sales, ensuring team members maintain business standards in relation to merchandising, service and promotional activities, in line with procedures. Retail team leaders gain the most of their team on a day to day basis, ensuring they are fully trained and work effectively and to the best of their ability.
On demand test: 30 minute on demand multiple choice test Scenario based questions, , usually taken on screen Externally set and marked automatically by the assessment organisation Undertaken either on the employer’s premises or off site Full details located in Annex B
Professional discussion: 1 hour structured meeting Led by the independent end assessor, involving the apprentice and employer (e.g. line manager) Focusing on how they have performed during the apprenticeship and their overall achievement of the knowledge, skills and behaviours in the standard. Full details located in Annex D Completion:
Independent end assessor confirms that each assessment element has been completed The grade is determined by the independent end assessor on the overall performance of the apprentice in the observation and professional discussion: Pass / Distinction / Fail
The Professional Discussion is a structured discussion between you and the Independent End-Point Assessor (IEPA), designed to allow you to demonstrate your knowledge, skills and behaviours (KSBs). Your employer will be present at this discussion to provide further examples and support (but must not lead you); they will not be involved in grading the discussion.
The discussion will usually take place via our online video conferencing platform and will be recorded to allow the IEPA to review the discussion and make their grading decision. It will last for approximately one hour, as stated in the assessment plan. Although your Independent Training Provider (ITP) will book a time for your IEPA to carry out the discussion, you and your employer should support them with this.
Once you have completed your Practical Observation your IEPA will contact you to discuss your Professional Discussion and to outline the areas that you need to cover. This will happen 5 days before your Professional Discussion takes place to allow you time to prepare.
The Professional Discussion will be divided into 3 sections:
- A 5 minute introductory review of the period of learning, development and continuous assessment. This should include the lowlights, highlights and the key lessons you feel you have learnt during the apprenticeship.
- The main body of the discussion will cover areas of the standard not covered in the Practical Observation and those areas specifically assessed by the Professional Discussion (see Table 1). This section will take 45 minutes and will be lead by you.
- The final 10 minutes of the discussion will provide an opportunity for the IEPA to assess your personal development and reflection.
You are expected to lead the main body of the discussion and should prepare thoroughly before hand to ensure that you cover all of the criteria that the IEPA needs to see. You should provide a structure for the discussion by talking the IEPA through a typical day, a virtual walk round the store, your job description or any other format that allows you to discuss all the criteria.
You may bring supporting evidence into your Professional Discussion to help you demonstrate your competence. We recommend that you prepare bullet point lists or short notes to help ensure the discussion flows. Types of supporting evidence may include:
- examples of when you have supported a customer with a complaint and have retained that customer to use the business again • CPD logs • KPI documents • thank you cards/letters from customers.
Your employer can be present during your Professional Discussion and can provide prompts to help you fully demonstrate your knowledge, skills and behaviors. For example, they might remind you about a particular incident. However it must be you and not your employer that then describes what happened. Your IEPA may also ask your employer to confirm information that you provide. The Professional Discussion is designed to assess the areas in Table 1. Some of these are mandatory and must be discussed in the Professional Discussion (marked 'Discussion only' in the ‘Assessed by’ column). Others are non-mandatory and will be only be covered in the Professional Discussion if they did not naturally occur during the Practical Observation (marked 'Either' in the ‘Assessed by’ column).
During the discussion you will need to cover everything in the ‘What you need to cover to get a Pass’ column to get a Pass.
All of the Distinction criteria in Table 2 must be covered throughout the Practical Observation or the Professional Discussion to be awarded a Distinction overall.
Preparing for your discussion:
In preparation for your discussion think about:
- The modules that you will be discussing - your IEPA will give you more detail on the focus of your Professional Discussion 5 working days before the assessment. • What additional material you may want to take into the discussion. • What you have learnt during the on-programme part of your apprenticeship. • Other CPD activities and how you will use these in the future.
Table 1 outlines what the IEPA will discuss with you to achieve a Pass. The 'Assessment' column indicates whether the criteria can be covered in the Professional Discussion only or in either the Professional Discussion or Business Project. Those marked 'Either' will only be included in the Professional Discussion if they have not already been covered in sufficient detail.
Table 2 shows what you need to complete to achieve a Distinction. All Distinction criteria must be covered in either the Professional Discussion or the Practical Observation.
Retail business project:
A project requiring the apprentice to look at an immediate opportunity, problem, challenge or idea within their retail environment. This could be a project to identify a potential cost saving for the business through improving efficiency, reducing waste or finding alternative ways of working to achieve business objectives and should include a research proposal, identify measurable improvements and make recommendations for implementation. Full details located in Annex C
The retail business project tests the application of the knowledge, skills and behaviors in the standard. It ensures you understand today’s industry and what the consumer wants in a retail business. It is designed to assess you in a consistent way, irrespective of your particular workplace and your role within the company and must therefore be presented outside of day-to-day work pressures.
High-level descriptors of an example project are given below:
Retail Team Leader
This could be a project to identify a potential cost saving for the business through improving efficiency, reducing waste or finding alternative ways of working to achieve business objectives and should include a research proposal, identify measurable improvements and make recommendations for implementation. The project should focus on an immediate problem, opportunity or idea in line with the scope of a team leader’s day to day role.
The project is identified by you and discussed first with the line manager and then the on-programme assessor at least one month prior to the readiness for independent end assessment. This allows time for you to prepare a one page maximum synopsis of your proposed project which you are required to bring to the independent end assessment planning meeting. The independent end assessor and employer representative will then determine whether the proposed project has the potential to meet the criteria of the retail business project.
The project will contain the following:
- Introduction and background
- Outline of challenge or opportunity
- Aims and objectives
- Identification of measurable improvements and benefits to the organisation
- Evidence of consultation and engagement of stakeholders
- Analysis of costs and commercial context
- Legislative requirements explained and adhered to
- Evidence of effective research
- Justified recommendations for implementation
- Proposed timeframes for implementation
Once the project proposal has been approved by the independent end assessor at the independent end assessment planning meeting, you will be required to undertake the project, which must be presented to the independent end assessor within the three month end assessment period. The presentation will take place in a controlled environment either on or off-site. A ‘controlled environment’ is defined as a quiet room, away from the normal place of work with access to all the equipment you require to deliver the presentation. You will have 30 minutes to deliver the presentation to include time for questions and answers at the end. An employer representative can be present during the presentation as an observer only and will not interact with the assessment activity.
You are required to provide supporting evidence to show that you have completed each of the underpinning activities to lead you to the recommendations presented to the independent end assessor. The presentation time is not in itself sufficient to cover the full requirements, so you must also supply supporting information to evidence the process undertaken, which must be with the independent end assessor no less than five working days prior to the presentation. There is no stipulated word count and the independent end assessor will mark this alongside the presentation given to provide the outcome of the assessment activity. You are free to present this information in whichever way you feel is most appropriate, for example in a business report, but must include details of how and what research was undertaken, costings and how the legal implications have been considered.
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