Level 3 Human Resources Support Apprenticeship 


A 12-month Human Resources Support programme


Who is it for? 

HR professionals in this role are typically either working in a medium to large organisation as part of the HR function delivering front-line support to managers and employees or are a HR Manager in a small organisation.  

Their work is likely to include handling day-to-day queries and providing HR advice; working on a range of HR processes, ranging from transactional to relatively complex, from recruitment through to retirement; using HR systems to keep records; providing relevant HR information to the business; working with the business on HR changes.  

They will typically be taking ownership for providing advice to managers on a wide range of HR issues using company policy and current law, giving guidance that is compliant and where errors could expose the organisation to employment tribunals or legal risk.  

Successful candidates may be eligible to apply for Associate membership of the Chartered Institute of Personnel and Development (CIPD).  

It forms the foundation career within the profession, giving the base for further development through a career path within an organisation and/or through the HR Consultant/Partner Level 5. 


Human Resources Support Personnel will gain knowledge and understanding of: 

Business understanding  

Understand the structure of the organisation; the products and services it delivers; external market and sector within which it operates; where their role fits in the organisation; the ‘values’ by which it operates and how these apply to their role.  


HR legislation and policy  

Basic understanding of HR in their sector and any unique features. Good understanding of HR legislation and the HR policy framework of the organisation. Sound understanding of the HR policies that are relevant to their role. Knows where to find expert advice.  


HR function 

Understands the role and focus of HR within the organisation; it’s business plan/priorities and how these apply to their role.  


HR systems and processes  

Understand the systems, tools and processes used in the role, together with the standard to be met, including the core HR systems used by the organisation. 


Human Resources Support Personnel will have the skills within the context of their own organisation to: 

Service delivery 

Delivers excellent customer service on a range of HR queries and requirements, providing solutions and advice primarily to managers. Builds manger’s expertise in HR matters, improving their ability to handle repeated situations themselves where appropriate. Uses agreed systems and processes to deliver service to customers. Takes the initiative to meet agreed individual and team KPIs in line with company policy, values, standards. Plans and organises their work, often without supervision, to meet commitments and KPIs. 


Problem solving 

Uses sound questioning and active listening skills to understand requirements and establish root causes before developing HR solutions. Takes ownership through no resolution, escalating complex situations as appropriate. 


Communication and interpersonal 

Deals effectively with customers/colleagues, using sound interpersonal skills and communicating well through a range of medias e.g., phone, face-to-face, email, internet. Adapts their style to their audience. Builds trust and sound relationships with customers. Handles conflict and sensitive HR situations professionally and confidentially. 



Consistently supports colleagues/collaborates within the team and HR to achieve results. Builds/ maintains strong working relationships with others in the team and across HR where necessary. 


Process improvement 

Identifies opportunities to improve HR performance and service; acts on them within the authority of their role. Supports implementation of HR changes/projects with the business. 


Managing HR information 

Maintains required HR records as part of services delivered. Prepares reports and management information from HR data, with interpretation as required. 


Personal development 

Keeps up to date with business changes and HR legal/policy/process changes relevant to their role. Seeks feedback and acts on it to improve their performance and overall capability. 


Human Resources Support Personnel will demonstrate the following behaviours: 

Honesty and integrity 

Truthful, sincere and trustworthy in their actions. Shows integrity by doing the right thing. Maintains appropriate confidentiality at all times. Has the courage to challenge when appropriate. 



Adapts positively to changing work priorities and patterns when new tasks need to be done or requirement change. 



Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Stay positive under pressure. 


How will it be assessed? 

Full time work-based learners will typically spend 16/18 months on-programme working towards the apprenticeship standard, with a minimum of 20% off this time being off-the-job training. Learners without English and Maths at a Level 2 must achieve Level 2 prior to taking their End Point Assessment (EPA). 

The EPA should only start once the employer is satisfied that the gateway requirements for EPA have been met and that the learner is consistently working at or above the level set out in the standard. 

Through the journey to the gateway with GEM Partnership you will complete a set of mini gateways ensuring that you are ready to take the EPA. 


On-programme assessment 

It is strongly recommended, but not required, that on-programme assessment of knowledge, skills and behaviour outcomes enroute to the final synoptic End Point Assessment takes place. This could comprise of: 

  • Line Manager uses the formal performance management process and regular 1:1s to discuss progress, provide feedback and guide development. 
  • Supporting apprentice to reflect learning in the performance management process and supporting the development of new skills. 
  • Supporting apprentice on the understanding the learner journey, providing advice and guidance on learning strategies and tools that support the apprentice’s preferred learning style and improve their learning agility. 
  • Encourage apprentices to create a learning record that contains examples of their work. 
  • Work-based project. 
  • Development of a portfolio of evidence. 
  • Regular performance reviews between apprentice and line manager. 

The End Point Assessment will test the entire standard, and be undertaken as follows: 

  • Assessment of competency through a structured competency-based interview. 
  • Assessment of portfolio of evidence. 
  • Presentation on work-based consultative project with question and answer session. 
  • Continuing professional development log reviewed and professional discussion. 

The EPA requires apprentices to demonstrate they have achieved the standard.  

Performance in the EPA will determine the learner grade of fail, pass, or distinction.