Role profile & what you will learn
The broad purpose of the occupation is to facilitate and instigate direct communication online between the end user or customer and the organisation. The customers who are communicating with the organisation are referred to as ‘the community’. Digital Community Managers are the ‘public face’ online for an organisation, implementing their communication strategy to support its business objectives. This is achieved through the management of online media channels and delivering activities such as release information, updates and responding to questions from the community. Digital Community Managers deliver information and useful ideas from the community to their organisation and are the ‘eyes and ears’ of the organisation within the player community. Conversely, they provide information from their organisation back to the community.
Details of program
This apprenticeship usually takes 24 months to complete during which you will participate in training, development and on-going review activities. Some of the modules in this apprenticeship include:
- How to Stimulate and Drive Customer Interaction Includes work on developing attention to detail, accuracy, communicate clearly and ethical persuasion. How to listen, assess, engage and react to situations. Autonomous working. Planning and initialise content posts. Appropriate level of intervention to change behaviour in the event of a violation.
- Knowing your organisation. Includes branding and ensuring branding is on point, goals, commercial objectives and USPs of your products and services.
- Understanding Social Media Platforms. Includes going into depth on your customers profiles and demographics. How to modify communications to maximise impact through social media platforms.
- Community Management Having Effective Communication. Includes communication with the wider community and how to address complex concerns and queries to resolve conflict. Community management and the theory & practice of neuroscience-linguistic programming.
- Technologies. Includes: Internet forum software and contents management systems. Principles of data analytics and how to report findings.
- Our Businesses Operating Environment. Includes: Key Competitors and how to analyse them. Ours and our competitors USPs, wider trends, best practice ‘hot topics’ in your industry.
- Safety, Security and Resilience. Includes: Working safely online and separating out professional interactions to personal. Online security procedures and spotting threats to cyber and data security. How to identify and deal with malicious or criminal activity.
- Digital Marketing. Includes: Theory and practice of digital marketing, its role in overall communication strategy and how best to communicate a brand and product value.
This apprenticeship covers the professional behaviours, knowledge and skills that are required of a Digital Community Manager.
Duration: 24 months
Face to face ☑️
Combination of both☑️
Start dates: March 2021 & Onwards
At the assessment gateway your employer will make the decision that you are ready to undertake the end point assessment.
Before going forward for end point assessment, you must have:
- Achieved Level 2 English, maths (if not held)
- Portfolio of evidence
- Met the set skills, knowledge and behaviours of the standard
- Achieved 20% off the job requirement
End Point Assessment
Following successful completion of the Gateway, you will proceed to end point assessment (EPA).
The EPA is undertaken by an independent assessment organisation.
The End Point assessment components are:
- Scenario Test with a question and answer session
- Professional discussion underpinned by portfolio of evidence
Both components of the end point assessment must be completed and an end point assessment grade
will be determined by the end point assessor.