Apprentice placements are for 16+ years old who will, through appropriate training and development, provide customer service support. You will assist in the provision of a single point of contact for Information, Advice and Advocacy Service

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Closing date: 20 Oct 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Working days: Monday to Friday Start time: 9 Finish time:5

    Total hours per week: 37.00

  • Apprenticeship duration

    12 months

  • Possible start date

    10 Nov 2017

  • Date posted

    29 Sep 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    1 available

Job Profile

The duties of the post are varied and will alter as the apprentice develops in the work environment to reflect the gains in their experience and knowledge.

Role Purpose

To assist in the provision of a single point of contact for Information, Advice and Advocacy Service

Main Duties

  • To study for a customer service NVQ Level 2 qualification.
  • To provide a first point of contact for information, advice and advocacy service
  • To provide information for customers/clients
  • To make appointments for customers with service partners
  • To record all customer contacts in accordance with requirements
  • Provide clerical and administrative support as required for the service.
  • Use common ‘office’ applications such as word processing, database and spreadsheets programmes. Set up systems, input data and extract appropriate information
  • Provide support to members of the team by way of gathering, co-ordinating, collating, photocopying and distributing information as required.
  • Communicate face to face, by telephone and email with a range of customers, internal and external, responding to queries as appropriate.
  • To comply with customer service standards
  • Attend relevant training and retraining courses, team briefs, staff development and general meetings as required
  • Deal with customer enquiries and complaints in a courteous and professional manner in accordance with Citizen Advice Telford And the Wrekin customer complaints procedure
  • Use and maintain general filing systems, both manual and computerised, to include setting up new files and retrieval as required.
  • Be responsible for distributing incoming post each morning within the team.
  • Liaise with managers and other staff to set up meetings, etc., as required, to ensure all necessary arrangements are made. This may include ensuring rooms are tidy and arranging furniture and equipment in meeting/training room
  • Support other staff/colleagues in efficient running of the service.
  • Contribute to providing an efficient, courteous, high quality service
  • Any other duties commensurate with the post

Apprentice placements are for 16 plus years old who will, through appropriate training and development, provide customer service support.

A training programme will give a broad understanding and knowledge about the services provided by the team and will enable the individual to gain a range of administrative/customer service skills.

Requirements and prospects

Desired skills

No previous experience is essential, however if you have any previous work experience, interest or activities that involve dealing with customers/people, studying or practical skills relevant to the job description it is useful to note it down on the application form.

  • To be organised, accurate and flexible within your working environment.
  • To have an understanding and knowledge of confidentiality.
  • To be receptive to new ideas and responsive to change.
  • To have an awareness of the importance of health & safety issues.
  • To have good IT skills using Microsoft Office and bespoke packages for data inputting
  • The ability to communicate both verbally and in written formats confidently, clearly and concisely with members of staff, external agencies and the public
  • The ability to use a computer.
  • The ability to learn quickly
  • The ability to be fair and consistent with your working approach
  • To be able to operate as part of a team, as well as being able to work on own initiative.

Personal qualities

  • Have a commitment to achieving your relevant qualification and attend college as and when required.
  • Have a willingness to be punctual and flexible within working environment.
  • Be able to demonstrate a high level of commitment and standards to provide quality of service.
  • Be enthusiastic, willing to learn, to work hard and be positive team member.
  • Be willing to abide by the Citizens Advice principles and policies.

Qualifications required

GCSE Grade A-D in English Language and Maths or equivalent is desirable.

Future prospects

Upon successful completion of the apprenticeship, the company would like to progress the candidate to a higher level of apprenticeship.

Things to consider

Training on the Apprenticeships Programme for 16 to 18 year olds is a priority and fully-funded by Government. Training for Apprenticeships for those over this age is part funded, with employers expected to make a part or full contribution. The current National Minimum Wage (NMW) for apprentices from the 1st April 2017 is £3.50 per hour. This applies to 16-18 year old apprentices and those aged over 19 in the first year of their Apprenticeship. The new NMW applies to time working plus time spent training as this is also part of the Apprenticeship. Anyone not covered by this age category above will be entitled to the NMW appropriate for their age.

About the employer

Citizens Advice Telford and the Wrekin is an independent charity that provides free, confidential, independent and impartial information and advice on a range of issues. Citizens Advice Telford and the Wrekin Citizens formed from the merger of three smaller bureaux in 1999. We are managed by a Board of Trustees and are members of the National Association of Citizens Advice Bureau. Our service is delivered by a mixture of volunteers and paid staff who undergo extensive training in order to make your visit to us as successful as possible. Quality of Advice: Advice Quality StandardWe have been awarded the Advice Quality Standard. This is awarded to organisations giving advice to members of the public on legal issues. We are audited every two years, which includes checks on access to the service; how clients’ needs are met; how people giving advice are supervised and supported, and how they keep their knowledge up to date; and how the service checks that they are giving the right advice. Location: Our office is located at 40 Tan Bank, Wellington, Telford which is where most of our staff and volunteers are based. This is home to the Advice Hub which has been developed to be a one-stop-shop for information and advice. Information from our partners: A4U, Age UK, Listen Not Label and Raft, is also available here. Community Outreach Sessions Each week we also offer access to information and advice through a number of outreach sessions across the borough.




Tan Bank



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Training provider

As part of the apprenticeship the candidate will be working towards a workplace training plan within their organisation as well as working towards the apprenticeship framework components with Telford College. The candidate will achieve the following qualifications:

  • Diploma in Customer Service Level 2
  • Functional Skills in Maths and English at level 1 or 2 (unless exempt)
  • Employment Rights and Responsibilities
  • Personal Learning and Thinking Skills

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Telford College of Arts & Technology


Carol Bailey 01952 6412271

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Closing date: 20 Oct 2017