Process Map

Outbound email via affiliate networks through Monday.com. Crispin sends to known contacts and 10KSB network (50-100 at a time). Replies come back to Crispin, who BCCs the CRM and CCs Francesca/Alex to progress the lead.

CRM retargeting - Francesca or Alex email existing contacts (past learners, previous customers) via Monday.com sequences. Replies go to the CRM and the individual.

Cold email outreach through Apollo to new prospects. Replies go to Apollo, not the CRM. If anything materialises, manual process to add to Monday.com. Currently being questioned for value.

Google Ads - search placement and display (retargeting). Drive traffic to website. Prospect fills out web form, which generates an email and creates a lead in the CRM.

LinkedIn Ads drive traffic to Eventbrite for monthly webinars. Attendee list downloaded manually, enriched via Apollo, followed up on Sales Navigator, then manually added to CRM leads board.

LinkedIn organic outreach - roughly an hour a day engaging with ICPs. Commenting, interacting, training the algorithm to surface TCG content. Goal is inbound messages from prospects.

Third-party cold calling - external company books meetings via Calendly or pushes prospects to Eventbrite. Not yet started at time of mapping.

PR managed by Brand Ambition. Focused on AI training for small businesses credibility. Feeds into SEO and large language model optimisation. Leads through web form.

Events - webinars and in-person. Attendees processed via Eventbrite, enriched through Apollo and Sales Navigator, then into CRM.

Advocates and referrals - past learners, previous customers, and network contacts who refer opportunities. Come in as individual emails or messages.

Lead arrives on Monday.com leads board from any channel.

Initial outreach - contact within 24 hours (target, not always hit).

Qualify: Is there genuine interest? Does the role suit an apprenticeship? Which standard?

If qualified, move to deal stage on the CRM.

Discovery call booked via Calendly.

Consultative discussion: understand employer's needs, which standard fits, number of apprentices, existing staff vs recruitment.

Webinar attendance and follow-up. Monthly webinars are a key conversion tool - some prospects convert in under 5 minutes post-webinar.

Discussion of payment options: levy, invoice, levy transfer, 5% co-investment.

Employer commits to proceed.

Francesca sends standard information email containing: job scan form (Excel/Word), request for ELI certificate, request for H&S documentation, and DAS connection instructions with timestamped video links.

Employer fills out job scan form - a table of questions confirming the apprentice's role provides exposure to required elements of the occupational brief.

Francesca does an initial scan of the returned job scan. Shelley also reviews for compliance.

Employer provides ELI certificate and H&S documentation. If employer has no H&S policy, TCG helps them create one (edge case but it happens).

All documents stored in Google Drive: structured by standard > employer > apprentice.

CRM stage updated to "enrolment onboarding" - but actual documents stay in Google Drive, not the CRM.

Send connection request or guide employer through account setup.

Confirm connection established. Funding pathway active.

Collect apprentice details from employer (proforma).

Shelley reaches out to employer and apprentice to introduce herself.

Initial meeting with apprentice (employer invited but optional) - discuss understanding, experience, career prospects, answer questions.

Send apprentice an email containing: Skills Gap Analysis (SGA) Google Form, English/Maths assessment link (BKSB via PICS), application form (PICS), and next steps information.

Apprentice completes SGA, English/Maths assessment, and application form.

Application form verified on PICS - includes right to work evidence.

If additional learning needs identified, Additional Learning Form completed.

Compliance documents (job scan, ELI, H&S) completed first to confirm role validity.

Vacancy posted on TCG website (Monday form) and government Find an Apprenticeship service (API integration being built by Steve).

Applications come into Monday.com - anonymised.

Eligibility filter: right to claim public funding, lived and worked in UK for 3+ years, right to work.

Quality filter: review answers to 3-4 open questions (what do you know, why do you want to do it, something you've taught yourself). Filter out non-starters, ChatGPT-generated answers, low effort.

SGA completed at this stage for recruitment candidates (earlier than Path A) to pre-qualify them.

Technical filter if needed - if too many candidates pass, a technical reviewer further narrows the list.

Shortlisted candidates sent to employer with CVs and details.

Employer interviews and selects.

Unsuccessful candidates go to a talent pool. Decision: don't actively manage the pool for now, but retain the data for future opportunities and cross-selling.

Selected apprentice's details collected. Process continues as Path A from step 6A.2.

Funding calculator (spreadsheet) populated with SGA results: which KSBs need training vs prior learning. Agreed duration discussed with apprentice (typically 12-18 months). Removes training hours for elements the apprentice doesn't need. Calculates total training hours, number of coaching sessions, and funding amount to request.

Contact employer with price and duration for approval.

Employer agrees.

Create and issue Apprenticeship Agreement - signed by three parties: provider, employer, and apprentice.

Create and issue employer contract - between employer and TCG only.

Documents signed. Enrolment processed through PICS.

CRM deal stage updated to reflect handoff.

All compliance documentation confirmed complete in Google Drive.

Delivery team (Rob, Shelley, Felicity) pick up from here.

Training plan schedule created per cohort from a template (spreadsheet). Must exist before sign-ups because it's needed for the apprenticeship agreement.

Training plan feeds into Monday.com for the cohort group with delivery dates.

Draft delivery schedule. Confirm trainer availability. Share confirmed schedule with trainer via spreadsheet.

Feed schedule into Delivery Schedule Monday board. This becomes the single source of truth (trainer, session, materials, learners).

Felicity and Shelley map one-to-ones, progress reviews, and pastoral reviews.

Trainers booked and confirmed. Syncs to Google Calendar - learners and coaches invited.

Create Slack channel for the cohort. Upload Learner Handbook and key documents.

Create employer Google Drive folder containing: job scans (per-role, not per-individual), ELI certificate, H&S documentation, contracts. If same employer has multiple roles, subfolders per role.

Create apprentice Google Drive folder (~8 subfolders): copies of reviews, progress reviews, portfolio templates, information, pastoral review documents, and others.

Create the Google workbook ("the matrix") for each apprentice - their online learning platform containing: training plan, task details, feedback from coach, progress monitoring, portfolio progress. Central document that coaches, Shelley, apprentices, and employers all reference.

Set up Google Folders for cohort-level resources (recordings, slides).

Grant learner access to relevant systems. Mostly manual - some automations exist but patchy.

One coach assigned per learner for continuity through the full duration of the programme. Different trainers may deliver group sessions based on availability and expertise.

Coach opens the Google workbook (matrix) during coaching meetings to check whether the learner is on track. The apprentice directs the coaching session; the coach guides.

Coaches don't access Monday.com for learner data - they use the matrix only.

Review course material ahead of each session. Keep subject matter current.

Chase outstanding content (especially from external SMEs). Monitor SME hours if on retainer.

Pool of mostly contract trainers (only one full-time employed). Capacity currently managed through ad-hoc discussions - no stored data anywhere.

Full-time coach manages a maximum of 22 learners before burnout risk. Current capacity: can handle 60-80 apprentices before needing new hires. Plan to recruit a full-time trainer/coach when pipeline reaches 40-50.

Scheduling: sessions offered to preferred/available trainers, with specific trainers chosen for disciplines they're strong in.

Coaching and training meetings recorded, then dip tested.

Feedback surveys for learners and trainers after sessions, submitted and monitored via Monday.com. Automations flag negative feedback for follow-up.

Monthly quality meeting with aggregated feedback roundup.

Content feedback loop: session delivered > trainer/learner feedback > session moved to "edits needed" on Monday > fix done internally or commissioned to SME > back to production for next delivery.

Employers attend progress reviews approximately every 8 weeks. They have access to the matrix but typically don't use it.

For larger employers with multiple apprentices, the economic buyer wants a simple overview (on track / not on track) rather than detailed narrative.

Shelley reaches out with information updates (awards, NMW changes) to stay connected. Balance of not bombarding employers but ensuring they feel supported.

Monthly meetings with coaches to discuss all their learners. Quarterly standardisation meetings.

Immediate issue/feedback escalation from coaches via email or Slack.

Shelley personally meets all apprentices approximately every 8 weeks as pastoral coach. Discusses apprenticeship support from both TCG and employer, addresses concerns.

Progress reviews are the primary employer feedback touchpoint.

Tracks KSB progress and off-the-job hours at apprentice level. Basic apprentice login exists (Shelley's login too, but basic).

Next development: employer login and admin login for multi-cohort/multi-employer views. Not yet commissioned. Planned to eventually replace the Google workbook matrix but development timeline unclear.