2021/22 Part-time Undergraduate course
Bachelor of Science with Honours
Ulster University Business School
The Business Institute
Delivering Organisational Performance and Interpersonal Excellence for Operational Leaders of tomorrow
An employer led and industry focused degree course which provides you with a comprehensive understanding of the knowledge, skills and behaviours necessary to play a principal role in shaping the future of customer operations. It will help you begin an exciting, dynamic career in an ever evolving sector and for professionals already underway in their career this qualification will provide you with a roadmap for advancement.
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A uniquely designed University accredited degree programme to recognise the growth, professionalism and importance leading customer operations in today’s global disruption of business. Bringing together expertise from three key focus areas: business insights, digital transformation and human centered design this course focuses on the development of key competencies such as:
You will explore a variety of topics including Project Mangement, Personal Development, Strategic Marketing, Finance, Digital Business and Technology gaining strategies on how to effectively solve problems lead people and leverage digital technologies.
This programme forms part of a Higher Level Apprenticeship Scheme (HLA) and recruitment is conducted by employers such as Danske Futures. As a Higher Level Apprentice you will have the benefit of 'earning as you learn' and will be able to apply the skills learned in the classroom to workplace projects and vice versa leading to a rich learning experience.
Here is a guide to the subjects studied on this course.
Courses are continually reviewed to take advantage of new teaching approaches and developments in research, industry and the professions. Please be aware that modules may change for your year of entry. The exact modules available and their order may vary depending on course updates, staff availability, timetabling and student demand. Please contact the course team for the most up to date module list.
Project Management Fundamentals
The aim of this module is to provide an understanding of the core elements of Project Management. It focuses on developing the practical and evaluative skills required to undertake inquiry-based learning while utilising project management tools. Subjects covered include the stages of project management and planning, report writing and presentation skills.
Personal Development and Team Dynamics
The aim of this module is to provide the skills and capabilities required to undertake effective self-management and to understand team and organisational development and success. It focuses on developing personal and interpersonal skills and recognising team dynamics. Subjects covered include achieving objectives through self-management, team working, effective communication skills, assertiveness, problem solving and emotional intelligence.
The Business Services Environment
This aim of this module is to provide the skills and capabilities required to understand the external and internal business environments and how these affect the principles and practices of operational management. It focuses on developing the practical and evaluative skills required to identify a variety of concepts, methods and theories within operational, marketing and financial management.
Customer and Stakeholder Relations
The aim of this module is to understand and apply the principles and practices of effective customer and stakeholder relationship management. It considers the client relationship management process, including dealing with customer complaints. The module aims to develop the knowledge and skills required to identify, analyse and manage stakeholders.
Introduction to Customer Experience
The aim of this module is to provide an understanding of the key principles of CX and how customers interact with a brand across a variety of channels, delivering brand promise and increasing customer satisfaction and loyalty. It focuses on developing the practical skills required to deliver a responsive and superior CX, the interpretation of customer insight and the analysis of data to determine and drive measurable outcomes.
Digital Business and Technology
The aim of this module is to provide an understanding of the evolving range of technology available within the business sector and how it is used to engage with customers. It focuses on developing an understanding of the role of technology, how individual systems and hardware interact with each other and the balance between cost and efficiency. Subjects covered include understanding the true value of technology, an introduction to concepts of business case creation and 'return on investment' from new digital business initiatives.
The CX Professional
The aim of this module is to provide the knowledge and skills required to provide an effective CX to proactively respond to the changing demands in consumer expectations. It focuses on developing practical and evaluative methods required to promote professional and organisational performance that results in measurable CX outcomes.
The Data Driven Workplace
The aim of this module is to provide the knowledge and skills to understand the application of data in organisations, and to start the process of building capability in designing, structuring, and analysing data. It focuses on developing understanding in the impact of accurate forecasting to enhance operational efficiency, improve customer experiences, and develop an awareness of sophisticated uses of big data and analytics to propel advances that can create sustainable changes.
Research is imperative for organisational development and informed business decision making. The aim of this module is to facilitate an understanding of the main concepts and principles of research in a business and organisational context. The module develops the student's understanding of how to source, interpret and analyse business information and data. It considers how the information is reported and utilised for the purposes of business or organisational development.
Effective Business Operations
This aim of this module is to provide the skills and capabilities required to demonstrate an awareness of effective operational management in implementing sustainable change and delivering sustainable outcomes. It will focus on developing practical skills to implement various concepts, methods and theories within operational and marketing management.
Managing and Developing People
The aim of this module is to provide the knowledge and skills required to effectively manage employees in an increasingly mobile workforce, empower and develop employee self-awareness while analysing organisational performance. It focuses on evaluating employee needs and developing practical, empowering and motivational managerial and leadership skills to improve performance.
Business Improvement Techniques
This module aims to enable students to understand the principles and practices of business improvement techniques and approaches. Students will learn how continuous improvement techniques can be applied to improve business performance and gain a competitive edge.
The aim of this module is to provide the skills and capabilities required to undertake and analyse marketing research and associated research methods in enabling marketers to generate cohesive information. It focuses on developing and identifying the components and requirements of successfully conducting marketing research, giving managers the right information in the right form to make informed marketing decisions. Subjects covered include: marketing research; the marketing environment; consumer behaviour; branding; marketing planning, and marketing communication.
The aim of the module is to provide the skills and capabilities to critically evaluate the role of leadership in today's changing and challenging business environment. It focuses on developing the practical and evaluative skills required for specific leadership styles, traits and characteristics needed to perform effectively within an organisation. Subjects covered include assessing leadership styles, considering the impact of emotional intelligence and leading authentically for effective team working and organisational effectiveness.
The aim of this module is to provide a critical understanding of the key financial concepts required in a management role. It focuses on developing an understanding of interpreting financial business concepts, statements. The module will provide a critical understanding of the cost management process and managing working capital. Subjects covered include approaches to procurement, contracting and legal requirements.
This aim of this module is to provide students to independently identify organisational, industrial or consumer
based problems, opportunities or issues that require a substantial level of structured academic and business research activity in order to draw significant conclusions/recommendations, in the form of a business project. It focuses on developing the practical, evaluative analytical skills required to contextualise real business issues or opportunities in the workplace.
Corporate Entrepreneurship & Intrapreneurship
The aim of this module is to provide the knowledge and skills regarding the principles and practices of entrepreneurship and to be able to implement within an organisation. It focuses on understanding and classifying a variety of concepts, methods and theories and develops strategy and performance that achieves measurable benefits.
Developing Professional Practice
This aim of this module is to provide the skills and capabilities required to reflect and critically analyse programme and work-based learning in order to plan and execute Continuous Professional Development by considering the main areas of personal effectiveness, interpersonal excellence and business performance. It focuses on developing the practical, evaluative and analytical skills required to influence and develop the necessary personal and professional traits to thrive and survive in a VUCA world environment.
The programme is delivered over a 3-4 year period, depending on pace and employer requirements via online learning, lectures, webinars workshops, face to face and independent study. Attendance criteria on programme will vary per employer.
The content for each course is summarised on the relevant course page, along with an overview of the modules that make up the course.
Each course is approved by the University and meets the expectations of:
As part of your course induction, you will be provided with details of the organisation and management of the course, including attendance and assessment requirements - usually in the form of a timetable. For full-time courses, the precise timetable for each semester is not confirmed until close to the start date and may be subject to some change in the early weeks as all courses settle into their planned patterns. For part-time courses which require attendance on particular days and times, an expectation of the days and periods of attendance will be included in the letter of offer. A course handbook is also made available.
Courses comprise modules for which the notional effort involved is indicated by its credit rating. Each credit point represents 10 hours of student effort. Undergraduate courses typically contain 10- or 20-credit modules (more usually 20) and postgraduate course typically 15- or 30-credit modules.
The normal study load expectation for an undergraduate full-time course of study in the standard academic year is 120 credit points. This amounts to around 36-42 hours of expected teaching and learning per week, inclusive of attendance requirements for lectures, seminars, tutorials, practical work, fieldwork or other scheduled classes, private study, and assessment. Part-time study load is the same as full-time pro-rata, with each credit point representing 10 hours of student effort.
Postgraduate Master’s courses typically comprise 180 credits, taken in three semesters when studied full-time. A Postgraduate Certificate (PGCert) comprises 60 credits and can usually be completed on a part-time basis in one year. A 120-credit Postgraduate Diploma (PGDip) can usually be completed on a part-time basis in two years.
Class contact times vary by course and type of module. Typically, for a module predominantly delivered through lectures you can expect at least 3 contact hours per week (lectures/seminars/tutorials). Laboratory classes often require a greater intensity of attendance in blocks. Some modules may combine lecture and laboratory. The precise model will depend on the course you apply for and may be subject to change from year to year for quality or enhancement reasons. Prospective students will be consulted about any significant changes.
Assessment methods vary and are defined explicitly in each module. Assessment can be a combination of examination and coursework but may also be only one of these methods. Assessment is designed to assess your achievement of the module’s stated learning outcomes. You can expect to receive timely feedback on all coursework assessment. The precise assessment will depend on the module and may be subject to change from year to year for quality or enhancement reasons. You will be consulted about any significant changes.
Coursework can take many forms, for example: essay, report, seminar paper, test, presentation, dissertation, design, artefacts, portfolio, journal, group work. The precise form and combination of assessment will depend on the course you apply for and the module. Details will be made available in advance through induction, the course handbook, the module specification and the assessment timetable. The details are subject to change from year to year for quality or enhancement reasons. You will be consulted about any significant changes.
Normally, a module will have 4 learning outcomes, and no more than 2 items of assessment. An item of assessment can comprise more than one task. The notional workload and the equivalence across types of assessment is standardised.
Calculation of the Final Award
The class of Honours awarded in Bachelor’s degrees is usually determined by calculation of an aggregate mark based on performance across the modules at Levels 5 and 6, (which correspond to the second and third year of full-time attendance).
Level 6 modules contribute 70% of the aggregate mark and Level 5 contributes 30% to the calculation of the class of the award. Classification of integrated Master’s degrees with Honours include a Level 7 component. The calculation in this case is: 50% Level 7, 30% Level 6, 20% Level 5. At least half the Level 5 modules must be studied at the University for Level 5 to be included in the calculation of the class.
All other qualifications have an overall grade determined by results in modules from the final level of study. In Master’s degrees of more than 200 credit points the final 120 points usually determine the overall grading.
The University employs over 1,000 suitably qualified and experienced academic staff - 59% have PhDs in their subject field and many have professional body recognition.
Courses are taught by staff who are Professors (25%), Readers, Senior Lecturers (18%) or Lecturers (57%).
We require most academic staff to be qualified to teach in higher education: 82% hold either Postgraduate Certificates in Higher Education Practice or higher. Most academic staff (81%) are accredited fellows of the Higher Education Academy (HEA) - the university sector professional body for teaching and learning. Many academic and technical staff hold other professional body designations related to their subject or scholarly practice.
The profiles of many academic staff can be found on the University’s departmental websites and give a detailed insight into the range of staffing and expertise. The precise staffing for a course will depend on the department(s) involved and the availability and management of staff. This is subject to change annually and is confirmed in the timetable issued at the start of the course.
Occasionally, teaching may be supplemented by suitably qualified part-time staff (usually qualified researchers) and specialist guest lecturers. In these cases, all staff are inducted, mostly through our staff development programme ‘First Steps to Teaching’. In some cases, usually for provision in one of our out-centres, Recognised University Teachers are involved, supported by the University in suitable professional development for teaching.
Figures correct for academic year 2019-2020.
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At Student Support we provide many services to help students through their time at Ulster University.
We recognise a range of qualifications for admission to our courses. In addition to the specific entry conditions for this course you must also meet the University’s General Entrance Requirements.
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Please refer to employer for full entry criteria.
English language requirements for international applicants
The minimum requirement for this course is Academic IELTS 6.0 with no band score less than 5.5. Trinity ISE: Pass at level III also meets this requirement for Tier 4 visa purposes.
Ulster recognises a number of other English language tests and comparable IELTS equivalent scores.
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There is a significant demand for graduates with knowledge of both business processes the application of technology while keeping the customer at the heart of the business. As a graduate of the BSc Hons Leading on Customer Operations, you will have the skills to move into a range of business areas such as leadership, consultancy and transformation management roles, as well as engaging in business research and analytics. The integration of commercially relevant assessment and applied research projects will equip you with a range of problem solving and leadership skills.
Course Director - Mrs Ruth Mercer