Retail Team Leader Level 3

Duration: 12 Months

Delivery: Online, Face to Face or Both

Start Dates: Monthly


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.

Details of the programme

This apprenticeship usually takes 12 months to complete during which you will participate in training, development and ongoing review activities. This apprenticeship covers the professional behaviours, knowledge and skills that are required of a Retail Team Leader. Some of these include:

  • Customer: Apprentices learn the different customer profiles and about driving a team to deliver a quality service, secure sales and customer loyalty.
  • Communication Skills: Apprentices learn appropriate team communication ways in line with their organisation’s culture to meet wider business requirements.
  • Business: Apprentices learn to identify the organisation’s vision, objectives and brand standards and about supporting a team’s contribution towards success.
  • Developing Self and Others: Apprentices learn how to take responsibility for developing themselves and individuals in their team by challenge current working to drive improvements.
  • Leading a Team: Apprentices learn about organising a team to achieve objectives, target setting, motivation, providing coaching and on the job training, identifying & resolving conflict & supporting others. 
  • The Sales Process: Apprentices learn about the pro-active use of a variety of sales techniques when providing customers and teams with information that are appropriate to an organisation.
  • Marketing: Apprentices learn about business positioning, local and online competitors and how their products/services meet consumer trends and how a team can impact the perception of a business.

The End Point Assessment Process

Assessment Gateway

After a minimum of 12 months on the programme, at the assessment gateway, your employer will make the decision that you are ready to undertake the endpoint assessment.
Before going forward for endpoint assessment, you must have:

  • Achieved Level 2 English, maths (if not held)
  • 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 endpoint assessment (EPA).
The EPA is undertaken by an independent assessment organisation.
The End Point assessment components are:

  • On-demand test
  • Retail business project
  • Professional discussion

All components of the endpoint assessment must be completed and an endpoint assessment grade will be determined by the endpoint assessor.

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