Meet the City & Guilds customer support teams

Find out who to go to with questions and issues in our support team Q&A.

11 April 2024

At City & Guilds we want to be there for our providers, employers and learners at every stage of the training process from planning to delivery, which is why we have eight customer support teams in place to provide expert guidance. 

To introduce our teams and provide an insight into the support that they can offer we asked them to answer some questions about the work that they do for customers. 

Business Development Managers

How would you describe your team’s role? 

We are based locally to our customers and are a first point of contact to support around queries or issues you may have. It is our role to keep you up to date with our products and services and any relevant funding/policy updates which may impact how you deliver. We also plan relevant support around delivery.  

What sort of questions does your team get from customers? 

We get a huge variety of queries from how a qualification may fit their upcoming plans to bespoke solutions to meet their customer needs.  

What type of support does your team offer to customers?  

Face to face is the norm, we love to be out there in front of our customers, but we are very versatile and support also over Teams, the phone or email. We cover a wide range of support including curriculum planning, reforms (policy), EPA, digital platforms, tutor and learner resources and bespoke offers such as Assured.  

Visit the Business Development Managers page to learn more about our UK team, or if you are based in our international regions, please reach out to your local team to learn more. 

 

Direct Sales Team

How would you describe your team’s role? 

We are one of the first points of contact for both existing and new customers. Our role is to continuously support our customers through each point of their journey, whether that is seeking support on expanding their curriculum and services or onboarding new customers and ensuring their approval is seamless. We will keep you informed of changes in education and help answer or resolve any queries you may have. 

What sort of questions does your team get from customers? 

We get a variety of questions from our customers including questions on what solution we can offer to best fit specific learning needs, to what type of funding changes are upcoming and how to forward plan to maximise growth. 

What type of support does your team offer to customers?  

We are available for conversations over the phone or on Microsoft Teams to support customers with queries regarding delivery, funding, resources, best practise and much more. We also work closely with our internal teams to ensure our customers can always access the support that is available. 

 

EPA Partnership Managers

How would you describe your team’s role? 

We support customers across England at every stage of the apprenticeship journey, offering advice and guidance and resolving problems from onboarding through to end-point assessment. We’re here to help providers and colleges make sure apprentices have the best possible experience and are set up to succeed. 

What sort of questions does your team get from customers? 

The questions we receive relate to the entire apprenticeship process but primarily helping to navigate the process of end-point assessment. This will often be around the requirements of the specifics of the EPA for particular standards, and queries relating to planning and booking assessments. 

What type of support does your team offer to customers?  

We provide detailed support and understanding of the whole end-point assessment Organisation process and bring the guidance and assessment plans our customers deliver to life. This includes regular EPA briefing sessions for your delivery, admin or sales teams, apprentices, we can even support your employers, on all aspects of the apprentice journey. 

Visit the EPA Partnership Managers page

 

Customer Support Team

For any additional enquiries our customer support team is available to support with all enquiries from providers, employers and learners with teams based across the world ready to answer your questions. 

Visit the Contact Us page

 

Digital Solutions Managers

How would you describe your team’s role?  

We onboard, support and manage customers journeys through our digital platforms which include training, upskilling, maintaining and delivering on the below platforms: 

• EPA Pro  
• Remote Invigilation  
• Learning Assistant  
• E-Functional Skills Boost  
• SmartScreen  
• Open Assess  
• Evolve & Centre Analytics 
• Walled Garden  

What sort of questions does your team usually get from customers? 

We get a range of questions from customers including questions about how to access platforms or requests for demonstration, how to meet staff training needs, how to access support materials and for more information around delivery methods. 

What type of support does your team offer to customers?  

We offer demonstrations, training across all our platforms and additional support materials for a range of the platforms which include step by step guides and short video guides. We offer bespoke and one to one support both in house and online. 

Visit the Digital Solutions Managers page

 

Technical Advisors

How would you describe your team’s role?  

We provide advice and guidance to customers specific to the sectors City & Guilds operate in. This usually relates to our products and services such as qualifications and end-point assessment. We have Technical Advisors that cover Engineering, Health & Social Care, Business and many more sectors. 

What sort of questions does your team usually get from customers? 

Incredibly varied ones, from the very broad to highly specific. It could be a clarification on content or assessment, it could be how to access materials, it could be about T Levels, apprenticeships or qualification reforms. If they don’t have the answers, our team are still a useful way into the business to find out who does as we work closely with the product teams. 

What type of support does your team offer to customers?  

We support customers in resolving queries, understanding our products and services and in navigating change in their sector. This could be through face-to-face meetings, networking events, online meetings and webinars. 

Visit the Technical Advisors page

 

Client Managers

How would you describe your team’s role? 

Our team support global employers by working together to address large scale skills needs. Our expert team provide consultancy services to support organisational development needs such as skills challenges, maximising CSR, tackling staff retention and creating effective Learning & Development strategies. We draw upon the expertise and wide-ranging services across City & Guilds to provide effective solutions. For example, we are increasingly supporting the development of corporate training academies to help them build a formal recognition programme whether that be through Assured recognition or qualifications.   

What sort of questions does your team get from customers?  

We get asked to support our employers with issues including apprenticeship levy optimisation, staff retention and engagement through training, development of employee leadership capabilities and addressing skills gaps.

What type of support does your team offer to customers?  

Our support ranges from advice, good practice sharing, running employer networks and events, provision of training recognition services, support with qualifications and apprenticeships. Identifying solutions from other areas of the City & Guilds business including e-learning and executive development.  

Visit the Client Managers page

 

Industry Managers

How would you describe your team’s role? 

Our role is to be the voice and authority of our industries, using our sector specific knowledge to inform the future portfolio and product mix. We also work on connecting with employers, partners, regulators, trade and professional bodies, to gain and evidence credible support for our products based on real and lasting employer involvement in the design, development and testing of our products and services.  

What sort of questions does your team usually get from customers?  

We get a variety of questions all linked to the products we offer for each sector, from funding, requests to extend products, requests for updates or new information on upcoming products to technical queries. 

What type of support does your team offer to customers? 

We offer answers to all the above questions, guidance on the products within their portfolios and the variety of qualifications and end point assessments available to support their learners. We work closely with the Technical Advisor team, however in instances where there is no appropriate Technical Advisor the Industry Manager will step in and provide direct support.  

 

Funding and policy Insight team

How would you describe your team’s role?  

We play a pivotal role in City & Guilds, serving as the cornerstone for navigating the ever-evolving landscape of the post-16 Further Education (FE) sector in the UK. Our mandate encompasses a multifaceted approach aimed at empowering both our customers and the business with comprehensive understanding and foresight into the latest developments, policies, and announcements that affect the industry.  

What sort of questions does your team usually get from customers? 

We get a wide range of questions from customers. From inquiries regarding the latest policy nuances and their implications for the sector, to granular questions about the funding eligibility of specific qualifications amidst ongoing government reforms. Customers rely on us not just for insights into potential changes and developments within the post-16 FE landscape but also for invaluable support in deciphering the often-complex regulatory frameworks and funding intricacies. 

What type of support does your team offer to customers?  

In our commitment to supporting our customers and stakeholders, we take an active multifaceted approach that encompasses both online and face-to-face interactions. Through webinars, podcasts, workshops, and keynote speeches, we ensure that stakeholders are not just informed but empowered with actionable insights regarding the latest developments and policy announcements within the Further Education (FE) sector.

Find out more about the support we offer here