Coronavirus (COVID-19): to find out how we can support you with your apprenticeship including if you have been affected by redundancy, read our updated information.

Customer Service Family Support Apprentice Caudwell Children

This is a fixed term post supporting the Service Delivery team at Caudwell Children, helping to deliver an information and signposting service to families with disabled children across the UK. This role is crucial in ensuring we are achieving our mission, providing practical and emotional support through compassionate and efficient services.

Sign in to apply

Closing date: 24 Dec 2021

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday to Friday. Hours to be confirmed at interview.

    Total hours per week: 37.50

  • Expected duration

    14 months

  • Possible start date

    05 Jan 2022

  • Date posted

    24 Aug 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

Duties will include: 

  • Maintain and respond to our Family Support email inbox, ensuring referrals are dealt with in line with our service level agreements
  • Log all referrals onto our bespoke data system ensuring accuracy at all times
  • Work alongside Family Support Volunteers, assisting with any support they may need
  • Monitor our Live Chat service, ensuring all incoming communication is being processed correctly
  • Research, inform and signpost families to other services and providers to help meet their needs including to other charities
  • Provide regular communication with families to advise and support them
  • Answer incoming telephone calls and log general enquiries


  • Uphold the principles and practice of customer care and continuous improvement
  • At all times to afford service users, colleagues and stakeholders the dignity and respect to which they are entitled with full regard to the organisations Equality and Diversity Policy
  • Confidentiality and data protection regarding all personal information and Caudwell Children activities must be maintained at all times (both in and out of working hours) in accordance with professional codes of conduct and relevant legislation such as the General Data Protection Regulations 2018
  • Have an awareness of relevant health and safety regulations and legislation
  • Be responsible for your own health and safety and that of anyone else whom your acts and omissions may affect and maintain a professional and hygienic personal appearance at all times
  • Ensure maintenance and security of physical, financial and information resources, where applicable
  • Effectively maximise all resources available in the course of your duties, minimising waste and working within budgets
  • Adhere to all Caudwell Children policies and procedures
  • Demonstrate commitment to Caudwell Children’s mission, vision and values
  • On occasion and when necessary work flexible hours to meet the needs of the business
  • Willingness to travel in order to meet the needs of the post 

This job description indicates only the main duties and responsibilities of the post and is not intended as an exhaustive list. The post holder may be asked to carry out other duties from time to time. The Charity reserves the right to amend this job description from time to time, according to business needs. 

Requirements and prospects

Desired skills

  • Ability to communicate effectively with service users, parents, staff and volunteers (including those with communication special needs)
  • Computer literate with good ICT skills
  • Good telephone manner
  • Excellent interpersonal skills
  • Good written communications skills
  • Good attention to detail

Personal qualities

  • Enthusiastic and motivated
  • Compassionate and empathetic
  • Willing to learn

Desired qualifications

  • GCSEs at C/4 or above (or equivalent) but not essential 
  • Able to use Microsoft Office to a competent level

Future prospects

Potential for the post to become permanent.

Things to consider

Desirable criteria

  • Experience of working in the Charity/Third Sector
  • Experience of working with volunteers

The Charity is committed to safeguarding children and young people and therefore adopts a safer recruitment approach through a robust recruitment and selection process. All posts within the Charity are subject to DBS checks, in line with the Rehabilitation of Offenders Act (1974). This role is eligible for a Standard DBS check.

About the employer

Our Vision, Mission and Motto:


  • A world where all disabled children and their families have choice, opportunity, dignity and understanding.


  • Practical and emotional support through compassionate and efficient services.


  • Whatever It Takes

Our aims:

To change the futures of all disabled children, providing access to the services, equipment, therapies and treatments they need. To increase awareness and understanding of the needs of disabled children across the UK. To enable disabled children to lead an active and independent life reaching their full potential. To enable disabled children to lead ordinary lives. 

Caudwell Children was founded in March 2000:

As a leading disabled children’s charity, Caudwell Children was recognised as the second largest voluntary provider of specialist equipment in the UK and is widely regarded as one of the fastest growing children’s charities.

Caudwell Children has supported over 50,000 children and families. 

Caudwell Children has provided over 45,000,000 worth of services. 

Caudwell Children has supported children with over 653 different medical conditions. 


Caudwell Children


Swift House

Liverpool Road



You must have JavaScript enabled to view a map of the location


Training provider


Applications for this apprenticeship are being processed by Axia Solutions Limited


Ellie Rowland 01782572777

  • Customer Services Level 2 
  • Functional Skills Level 1 with a chance to gain Level 2 also in maths, English & ICT 

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Before you apply

Before you apply for an apprenticeship you must first create an account. If you already have an account you'll need to sign in.