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This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations.  Organisations of all types are increasing applying digital technologies across all their business functions to maximise productivity.  The demand for people who can support and implement these digital operations and digital transformation projects is increasing. Similarly, organisations of all types are increasingly supporting their service users though online and digital channels, as they develop omni-channel approaches to meeting customer needs, deflect traditional telephone and face-to-face contacts and to reduce costs.

The broad purpose of a Digital Support Technician is to maximise the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives. They will select one of the following two options:

  • A Digital Applications Technician helps their organisation and its internal users to maximise the use of digital technologies and adapt to and exploit changes in technology to meet organisation objectives and maximise productivity ensure effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives
  • A Digital Service Technician supports the external customers and clients of their organisation though a wide variety of digital channels, to help them access and receive services, to coach and support them in their use of the digital systems; to support them to complete and submit information remotely and to diagnose and resolve their problems in relation to their access to and use of the digital technologies

In their daily work, Digital Support Technicians interact with a wide variety of internal or external users of digital systems, through digital channels, by phone and/or face to face.

Digital Support Technicians have the following levels of responsibility

  • Autonomy: working under general direction, using discretion in identifying and responding to complex issues and assignments, usually receiving clear instructions and having work reviewed at frequent milestones, and determining when issues should be escalated to a higher level.
  • Influence: interacting with and influencing others, having working level contact with colleagues or customers, and may supervise others or make decisions which impact the work assigned to others or to other phases of projects.
  • Business: contributing fully to the work of teams, planning, scheduling and monitoring their own work within limited deadlines and according to relevant legislation, standards and procedures.

All Digital Support Technicians have the following core duties:

  • Apply relevant digital technologies effectively to achieve objectives
  • Monitor and operate complex digital information and intelligence systems
  • Respond to user enquiries
  • Maintain data, digital resources and data systems
  • Communicate effectively though digital channels
  • Learn through digital resources
  • Work as a member of a team
  • Maintain an awareness of current, emerging and fringe digital technologies

Digital Applications Technicians also

  • Devise technology-based productivity solutions, and implement these in the organisation
  • Work as digital champions - training and supporting colleagues to make the best use of technology-based productivity tools
  • Diagnose digital problems and provide internal end-user application support
  • Assist with digital operations and digital change projects
  • Support digital transformation projects.

Digital Service Technicians also

  • Help customers and clients register for and access information, products and services through online and digital channels as part of a sales or customer service process
  • Support and coach external users in their use of these digital technologies
  • Diagnose and resolve external users’ digital problems with accessing and using the digital technologies and advising on related hardware and software problems
  • Utilise software packages and tools such as collaborative technologies, to interface effectively with external end-users
  • Use a variety of digital channels to maximise effective external user support and to resolve external end-user problems
  • Use and maintain information systems such as Customer Relationship Management tools to manage service delivery, improve user experience and increase organisational productivity

Typical Job Roles:

For Digital Applications Technicians:  Digital Coach, Digital Transformation Associate; ICT Support Analyst, Digital Champion, Database Administrator, Data Administrator, IT Operations Technician, Digital Applications Specialist and Digital Systems Operator.

For Digital Service Technicians: Service Centre Operator, Digital Service Advisor, Digital Service Support, Digital Service Agent; Applications and On-line Service Executive, Technical Support Professional, Digital Support Professional, and Operations Technical Specialist

Entry Requirements

Individual employers will set the selection criteria including relevant qualifications and experience. The apprentice is likely to be required to demonstrate an aptitude for functional maths and competence in written and spoken English.

Technical Skills

Core

  • Digital technologies: uses a range of digital office technologies, including collaborative tools, appropriately for internal and external communications, including, for example, office suites, conferencing facilities and mass email tools; survey tools; social media tools for business; SMS; live chat and video chat; web conferencing to support the delivery of services and to share information with customers and colleagues
  • Data management: uses data systems effectively, appropriately and securely to meet business requirements and in line with organisational procedures and legislation
  • Digital security: applies information security principles to information transfer, deletion, storage, usage and communications – using mobile devices where appropriate
  • Digital services support: responds appropriately and effectively to internal or external enquiries; providing support and information using utilising digital channels where appropriate and responding according to organisation protocols
  • Digital Information Management Systems: operates a range of digital information systems and tools to maintain information and to support service delivery, whether Client Management Systems (CMS), Customer Relationship Management systems (CRM), finance or human systems or other bespoke digital systems or databases. This includes searching, storing, integrating and organisating data; data entry and maintainance; data modelling; relationship modelling and data analysis to identify trends and insights
  • Communication: communicates effectively in writing, verbally and face to face appropriately through different digital channels, including e-mail, telephone and collaborative technologies, including digital specialists and others, using technical terminology and non-technical terminology as appropriate, whether for internal or external communication
  • Digital learning: studies using digital resources to extend knowledge and skills in the use of new digital systems or features and other skills
  • Organisational policies and standards: operates in line with organisational polices, standards, legislation, professional ethics, privacy and confidentiality and knows where to source these and when and how to escalate any issues
  • Thinking skills: thinks logically and creatively to resolve digital problems
  • Business and decision-making skills: demonstrates an understanding of the organisational impact of decisions that they take
  • Continuous improvement: effectively uses complex management information systems to drive productivity and performance of self and department, whilst proactively looking for ways to develop digital systems and processes to drive efficiency
  • Teamwork: competently uses digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • Work environment: maintains a productive, professional and secure working environment

Option 1 – Digital Applications Technician

  • Digital Technologies: applies sophisticated digital technologies effectively to achieve objectives
  • Information Systems: monitors and operates complex information systems
  • Digital Implementation: supports digital operations and/or digital change and transformation by championing and demonstrating best practices
  • Digital problem solving: identifies and resolves digital problems independently for self and colleagues to maintain productivity and improve quality of service
  • Digital skills support: coaches and guides less experienced colleagues to develop their digital skills and to use digital systems effectively
  • Productivity software: uses a range of digital applications appropriate to the role to create, update, edit, manage, analyse and present data and information
  • Working with colleagues: works with internal colleagues across the organisation – whether digital specialists or otherwise

Option 2 – Digital Service Technician

  • Customer service: helps customers and clients register for and access information, products and services through online digital channels and represents the organisations brand through digital channels
  • Digital problem solving: diagnoses and resolves customers and client’s problems with accessing and using digital technologies and applies the organisation’s diagnostic processes for fault finding escalating and reporting problems with the digital technologies, using content management systems as appropriate
  • Software applications and operating systems: installs and configures software on to end-user devices, including operating systems and applications and demonstrates deployment of software applications and operating systems remotely
  • Multi-tasking: applies excellent multi-tasking capability to be able to capture information at a conversational pace whilst navigating numerous systems
  • Customer service: takes responsibility for customer service and uses diagnostic tools and digital systems to manage external end-user dissatisfaction through to resolution

  • Business skills: demonstrates first point resolution whilst balancing customer and business needs to secure the appropriate solution
  • Working with customers: works with a very wide range of customers and external users – from a wide variety of backgrounds, with a wide variety of needs and with a wide variety of digital competence, including dealing with difficult and challenging situations

Technical Knowledge and Understanding

Core

Understands

  • the most common digital office technologies, including collaborative tools, that are used by organisations for internal and external communications and best working practices
  • modern digital infrastructure, incuding computer systems fundamentals including physical, virtual and cloud; physical systems including hardware peripherals; operating software and software devices; servers; the internet of things; networking fundamentals; virtualisation technologies and cloud
  • the importance of and the technologies for backing up data securely
  • how to apply the processes and procedures for the secure handling of data
  • the concepts and fundamentals of data, including searching, storing, integrating and organising data; how organisations use various types of data; the key features and functions of information systems; data formats and their importance for analysis; data entry and maintenance; visualisation and presentation of data; data modelling; relationship modelling and data analysis to identify trends and insights
  • the organisational importance of information security and its management including following policies and procedures and key legislative requirements
  • the major types of threats and risk that apply to any organisation with a working understanding of those that apply to their role and the associated best practice for their own secure working
  • operational aspects of risk including maintaining steady state/business as usual security principals for individuals and systems including personal data, access, identity management, encryption and passwords
  • the individual and company risks, responsibilities and requirements in relation to legislation, professional ethics, privacy and confidentiality and the implications for their role
  • the principles behind an organisation’s digital presence and delivery and the techniques required to maintain this and how to represent and safeguard the brand and reputation in relation to the digital offer
  • how best to communicate using the different digital communication channels and how to adapt appropriately to different audiences
  • the limitations and extent of the internet to be able to connect to, research, locate and access information securely
  • how to plan and organise own learning activities to maintain and develop digital skills
  • the importance of effective time management and the need to prioritise effectively
  • the need for continuous improvement with the application and use of digital technologies and how this benefits the organisation
  • awareness of current, emerging and fringe digital technologies and the implications for work

 

Option 1 – Digital Applications Technician

Understands

  • the most common productivity software applications used to create, update, edit, manage, analyse and present data and information and best working practices
  • the main features and benefits of digital information systems and how these are used to maintain information and to support service delivery and best working practices
  • the basic working practices for productive use and maintenance of business hardware, software and networks
  • agile methodologies and work practices, Continuous Innovation with Continuous Development (CIDC)
  • how organisations incorporate digital technologies into key business functions, such as finance, sales and marketing, operations and HR and the implications for their role
  • how to assist with digital operations and digital change projects
  • how to train and support internal colleagues to make the best use of the organisation’s technology-based productivity tools.
  • the features and key differences between different data storage systems including the Cloud and databases

 

Option 2 – Digital Service Technician

Understands

  • how to use databases, CRM packages, content management systems, office systems, web technologies; e mail and mass e mail tools, SMS, live chat, video chat and messaging platforms; survey tools; social media tools for business; and other collaborative tools, including web conferencing
  • the importance of and the key principles and features of processes for diagnosing users’ digital problems
  • end-user systems; operating systems; application types and deployment methods; support processes such as password management, access control and connection to remote resources; version management, including patching; mobile device management including segregation of provide and business use; and software licenses and approved software
  • the processes and principles of content management systems to identify and resolve uses’ digital problems
  • how best to communicate to different users though digital channels and how to adapt appropriate to different audiences
  • what is meant by a CRM system, how to use it for accessing and maintaining the customers’ digital information and the contribution of CRM to an organisations performance and customer service
  • sales and customer service support processes, and their role within it including in relation to digital impact and possible damage to brand reputation
  • how the organisation’s legal and ethical position fits with organisational needs and customer expectations
  • the key features and importance of escalation and reporting procedures when dealing with users’ digital problems
  • how to coach and support a wide variety of external users to help them make the best use of digital technologies to access information, services or products and conduct transactions

 

Core Behaviours

  • Works independently and takes responsibility maintains productive and professional working environment with secure working practices
  • Uses own initiative when implementing digital technologies and when finding solutions
  • Resilient and positive mental attitude when dealing with difficult situations
  • Maintains thorough and organised approach to work when working with digital technologies and prioritising as appropriate

Professional Recognition:

Those completing the Digital Support Technician apprenticeship will be recognised for entry onto the BCS, the Chartered Institute for IT, Register of IT Technicians confirming SFIA level 3 professional competence. Those completing the apprenticeship can apply for registration.

English and Maths:

Level 2 English and Maths will need to be achieved, if not already, prior to taking the end point assessment. For those with an education, health and care plan or a legacy statement the apprenticeship’s English and maths minimum requirement is Entry Level 3 and British Sign Language qualification is an alternative to English qualifications for whom this is their primary language

Duration:

The duration of this apprenticeship is typically 15 months

Level:

This is a level 3 apprenticeship

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On May 25, 2018, the European Union’s General Data Protection Regulation (GDPR) takes effect. GDPR regulates the governance of personal data for EU citizens with an emphasis on data security and privacy. The GDPR does not only apply to companies that operate in the EU. This regulation will also impact companies operating outside of the EU if they have any EU customers or personal data of anyone in the EU.

The Colleges’ Partnership Ltd has made information security and data privacy foundational principles of everything we do, and we recognise the importance of passing regulations to advance information security and data privacy for citizens of the EU. We are firmly committed to GDPR readiness.

PRIVACY NOTICE

Last updated: May 1st, 2018

The Colleges’ Partnership Ltd. is committed to protecting the privacy of visitors of The Colleges’ Partnership Ltd website, individuals who register to use the products and services, and business partners or customers. This Privacy Notice describes our privacy practices in relation to the use of The Colleges’ Partnership Ltd website and Portal (Virtual Learning Environment) it’s services and solutions, and related applications, services, and programs, offered by The Colleges’ Partnership Ltd as well as your choices regarding use, access and correction of personal information.

This Privacy Notice describes how we collect, use, disclose and otherwise process personal data collected related to our Services and otherwise in the course of our business activities, including the information practices of the websites that link to this Privacy Notice.

This Privacy Notice does not apply to information collected about The Colleges’ Partnership Ltd employees, applicants, or other personnel.

The Colleges’ Partnership Ltd Sites may contain links to other websites; and information practices and/or the content of such other websites shall be governed by the privacy statements of such other websites.

About Us

The Colleges’ Partnership Ltd provides its Services – which include educational support and solutions such as Apprenticeship and Professional Qualifications delivery and support to business customers, directly, and through partnerships and awarding bodies.

The Colleges Partnership Ltd is registered in England. Company Number 05606069. Our Registered Office is C/O Wiltshire College, Cocklebury Road, Chippenham, Wiltshire, England, SN15 3QD.

The Colleges' Partnership is a not for profit joint venture company owned by Wiltshire College and Bridgwater and Taunton College.

Customer Owned Data

As a provider of Services, we may receive, process or store certain information, including personal information. Information may include information from the end points and other systems, tools or devices that Customers manage or monitor using our Services, and end user data related to individuals’ activities on Customer’s network and systems. It may also include event logs, end user information (such as IP address, email address and computer name), and other data where relevant to a support or service request. The Colleges’ Partnership Ltd is a data processor for customer data.

Data Relating to Our Customers and Users of Our Sites

The Colleges’ Partnership Ltd collects information as part of its normal business operations and in the administration of its relationship with Customers, which may include personal information.

Business Contact and Customer Relationship Management. We collect and maintain information about our Customers, which may include company name, business contact name and title, phone number, email and other contact details. We may also collect billing address, financial account, credit card information, order details, subscription and license information, and usage details. In addition, we collect user credential and profile data (name, contact, authorized users) of Customer’s authorized users and account administrators.

Data Submitted on Sites. In order to access or use certain portions of the Sites, to enjoy the full functionality of the Sites, or to conduct or seek to conduct business with us, you may be prompted to provide certain personal data to us, including in the following ways:

by filling in forms (for example, a “Contact Us” form) on our Sites or anywhere else we conduct business;

by downloading or accessing the The Colleges’ Partnership Ltd Services;

by downloading documentation from our Sites;

by subscribing to newsletters or other communications; or

by corresponding with us by phone, e-mail or otherwise using our contact details.

Typically, the personal data you give us may include name, business affiliation, business address, telephone number, and email address, and any personal details required to resolve any enquiries or complaints.

Customer Support and Service. When Customers contact us for support or other customer service requests, we maintain support tickets and other records related to the requests, including any information provided by Customers related to such support or service requests.

Usage Details. We collect information about Customers’ usage of our Services, including IP address, Customer ID, email address, and other usage statistics. We do not collect usage details about Customer end users, except as necessary for support or to provide the Services requested by Customers (in which case we are a data processor of such data).

When you visit our Sites, our server automatically collects certain browser or device generated information, which may in some cases constitute personal data, including but not limited to:

your domain;

your IP address;

your date, time and duration of your visit;

your browser type;

your operating system;

your page visits;

information from third parties;

other information about your computer or device; or

Internet traffic.

De-identified Data. We may de-identify and aggregate certain data we collect such that the data no longer identifies or can be linked to a particular customer or an individual data subject (“De-identified Data”), subject to the terms of any applicable customer agreements. We may use this data to improve our Services, analyse trends, publish market research, and for other marketing, research or statistical purposes, and may disclose such data to third parties for these specific purposes.

Other Data. The Colleges’ Partnership Ltd collects, uses and maintains certain data related to its business and the Services it provides to Customers, which is not personal data; this privacy notice does not restrict our use and processing of such data, including:

Cookies

This website, along with many others, uses cookies. Cookies let users navigate around sites and (where appropriate) let us tailor the content to fit the needs of our site's visitors. Without cookies enabled we can't guarantee that the website and your experience of it are as we intended it to be.

None of the cookies we use collect personal information.

Types of cookies

The length of time a cookie stays on your device depends on its type. We use two types of cookies on our websites.

Session cookies are temporary cookies which only exist during the time you use the website (or more strictly, until you close the browser after using the website). Session cookies help our websites remember what you chose on the previous page, avoiding the need to re-enter information. 

Persistent cookies stay on your device after you’ve visited our website. For example, if you tick the 'Remember me’ box when you log on to the website, a persistent cookie will be used so that the site remembers your choice the next time you use it. Persistent cookies help us identify you as a unique visitor but don’t contain information that could be used to identify you to another person.

We also use web analytics services from other companies to track how visitors reach our site and the path they take through it. These companies use cookies to help us improve our service to you.

The analytics services we use are:

Google Analytics, which uses cookies to help us analyse how our visitors use the site. Find out more about how these cookies are used on the Google privacy site
 

Your personal data:

The following is an overview of our purposes for using personal data that we process as a data controller. Additional details on how we process your personal data may be provided to you in a separate notice or contract.

For individuals in the European Union, our processing (i.e. use) of your personal data is justified on the following legal bases:

the processing is necessary to perform a contract with you or take steps to enter into a contract at your request;

the processing is necessary for us to comply with a relevant legal obligation;

the processing is in our legitimate interests, subject to your interests and fundamental rights, and notably our legitimate interest in using applicable data to conduct and develop our business activities; or

you have consented to the processing.

We use the personal data we collect to:

conduct and develop our business with you and with others;

process, evaluate and complete certain transactions involving the Sites, and more generally transactions involving The Colleges’ Partnership Ltd' Services;

operate, evaluate, maintain, improve and develop the Sites (including by monitoring and analysing trends, access to, and use of the Sites);

evaluate, improve and develop our Services generally;

customize our Sites to users' needs;

provide you with documentation or communications which you have requested;

correspond with users to resolve their queries or complaints;

provide you with any Services you request;

send you marketing communications, where it is lawful for us to do so;

protect and ensure safety of the Sites, The Colleges’ Partnership Ltd confidential and proprietary information, and The Colleges’ Partnership Ltd employees;

manage, protect against and investigate fraud, risk exposure, claims and other liabilities, including but not limited to violation of our contract terms or laws or regulations.

Disclosure of Personal Data

The Colleges’ Partnership Ltd is a not for profit joint venture company owned by Wiltshire College and Bridgwater and Taunton College and we may share personal data with our affiliated businesses as part of our business operations and administration of the Services. We may also appoint third party service providers (who will operate under our instructions) to assist us in providing information, products or services to you, in conducting and managing our business, or in managing and improving our Services or the Sites. The Colleges’ Partnership Ltd may share your personal data with these affiliates and third parties to perform services that the third parties have been engaged by The Colleges’ Partnership Ltd to perform on The Colleges’ Partnership Ltd's behalf, subject to appropriate contractual restrictions and security measures, or if we believe it is reasonably necessary to prevent harm or loss, or it believes that the disclosure will further an investigation of suspected or actual illegal activities.

The Colleges’ Partnership Ltd reserves the right to share any information that is not deemed personal data or is not otherwise subject to contractual restrictions.

If personal data is transferred outside the EU to third party service providers, we will take steps to ensure that your personal data receives the same level of protection as if it remained within the EU, including by entering into data transfer agreements, using the European Commission approved Standard Contractual Clauses, or by relying on certification schemes such as the EU - US Privacy Shield..

We contractually require agents, service providers, and affiliates who may process personal data related to the Services to provide the same level of protections for personal data as required under the Principles

Other Disclosures

Law Enforcement or National Security. In accordance with our legal obligations, we may also transfer Customer Data, subject to a lawful request, to public authorities for law enforcement or national security purposes.

Additional Disclosures. We may also disclose Customer Data (including any personal data), where otherwise required by law.

Just-in-Time Disclosures. Additional disclosures or information about processing of personal information related to specific websites, mobile applications, products, services, or programs may be provided to you. These may supplement and/or clarify The Colleges’ Partnership Ltd privacy practices in specific circumstances and provide you with additional choices as to how The Colleges’ Partnership Ltd may process your personal information.

Children

The Sites, Services and Portal are not for use by children under the age of 16 years and The Colleges’ Partnership Ltd does not knowingly collect, store, share or use the personal data of children under 16 years. If you are under the age of 16 years, please do not provide any personal data, even if prompted by the Sites to do so. If you are under the age of 16 years and you have provided personal data, please ask your parent(s) or guardian(s) to notify The Colleges’ Partnership Ltd and The Colleges’ Partnership Ltd will delete all such personal data.

Marketing

Where lawful to do so, and subject to your consent where required, we may communicate with Customers (and related business contacts) about our Services. If you wish to unsubscribe from receiving marketing communications, please follow the unsubscribe links/instruction on all such communications.

Security

The Colleges’ Partnership Ltd aims to safeguard and protect your personal data from unauthorised access, improper use or disclosure, unauthorised modification or unlawful destruction or accidental loss, and The Colleges’ Partnership Ltd utilizes and maintains certain reasonable processes, systems, and technologies to do so. However, you acknowledge that no environment is completely secure or error-free, and that these processes, systems, and technologies utilised and maintained by The Colleges’ Partnership Ltd are subject to compromise. Accordingly, we cannot be held responsible for unauthorised or unintended access that is beyond our control.

Retention of Your Personal Data

We apply a general rule of keeping personal data only for as long as required to fulfil the purposes for which it was collected. However, in some circumstances, we may retain personal data for other periods of time, for instance where we are required to do so in accordance with legal, tax and accounting requirements, or if required to do so by a legal process, legal authority, or other governmental entity having authority to make the request, for so long as required.

In specific circumstances, we may also retain your personal data for longer periods of time corresponding to a statute of limitation, so that we have an accurate record of your dealings with us in the event of any complaints or challenges.

External Links

The Sites may contain links to third party sites. Since The Colleges’ Partnership Ltd does not control nor is responsible for the privacy practices of those websites, we encourage you to review the privacy policies of these third party sites. This Policy applies solely to personal data collected by our Sites or in the course of our business activities.

Your Rights

Subject to applicable law, you may have some or all of the following rights available to you in respect of your personal data

to obtain a copy of your personal data together with information about how and on what basis that personal data is processed;

to rectify inaccurate personal data (including the right to have incomplete personal data completed);

to erase your personal data (in limited circumstances, such as where it is no longer necessary in relation to the purposes for which it was collected or processed);

to restrict processing of your personal data under certain circumstances

to port your data in machine-readable format to a third party (or to you) when we justify our processing on the basis of your consent or the performance of a contract with you;

to withdraw your consent to our processing of your personal data (where that processing is based on your consent); and to obtain, or see a copy of the appropriate safeguards under which your personal data is transferred to a third country or international organisation.

In addition to the above rights, you have the right to object, on grounds relating to your particular situation, at any time to any processing of your personal data for which we have justified on the basis of a legitimate interest, including profiling (as opposed to your consent) or to perform a contract with you.

You also have the right to lodge a complaint with your local supervisory authority for data protection.

In relation to all of these rights, please contact us at privacy@tcpartnership.ac.uk Please note that we may request proof of identity, and we reserve the right to charge a fee where permitted by law, especially if your request is manifestly unfounded or excessive. We will endeavour to respond to your request within all applicable timeframes.

If you contact us regarding Customer Data for which we are a data processor, we will attempt to refer your request to the relevant Customer, and data controller for your personal data.

Contact information

If you have any questions in relation to this Notice, please contact us at:

By email - privacy@tcpartnership.ac.uk

By post – The Data Controller, 14b, Sunrise Business Park, Higher Shaftesbury Rd, Blandford, DT11 8ST

By phone – 01258 457091