Scenario
A new-to-the-market energy (gas and electricity) provider has recruited 30 new customer service
operatives (CSOs), doubling its current CSO team. The CSOs will answer telephone and e-mail
enquiries, advising on best services and tariffs and providing first-line support for general,
financial and non-emergency service enquiries (with the facility to transfer complex calls to
specialists, where appropriate). All the recruits are new to the organisation and new to the CSO
role. Your task is to design an induction programme for the 30 new recruits.
Task instructions
For either of the options above,
1. Decide on the specific L&D objectives your programme will address and design a
comprehensive L&D programme (i.e. not just a single session) to address these. Your
programme must include:
• clearly stated L&D objectives
• fully relevant learning content
• different delivery methods
• engagement techniques
• impact measurement activities.
Your design should be provided in an appropriate format, (e.g. a table, spreadsheet, specialist
software pages, customised template, etc.), as an attachment to your assessment.
It can be shown as a high-level overview but must include sufficient detail for the five
requirements (listed at instruction 1 above) to be seen.
2. In the main body of your assessment, explain:
• the context of your L&D design, either briefly explaining your own example or confirming
that you are using the provided scenario,
• how your design (provided as an attachment) meets the five requirements listed at
instruction one above. (AC 3.3)