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Customer Service Apprentice at Falmouth Library Falmouth Library

We are looking for a Customer Service Assistant to join our friendly team. The vacancy will suit an enthusiastic, friendly individual with a strong interest in books, reading and culture, who is willing to learn and develop excellent customer service skills.

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Closing date: 28 Feb 2022

Apprenticeship summary

  • Weekly wage

    £159.50 - £329.00

  • Working week

    8.45am to 5.15pm Monday to Fridays Once a fortnight you will be required to work half a day on a Saturday

    Total hours per week: 37.00

  • Expected duration

    18 months

  • Possible start date

    07 Mar 2022

  • Date posted

    03 Dec 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

You will be part of the front of house team at Falmouth Library and work alongside all staff in a supportive role.

You will provide frontline support for enquiries and library activities, both in person on site and virtually as required through Library Services’ various online tools and platforms. You will provide clerical support for all library functions and facilities with a focus on customer facing services as directed by the Library Manager.


Person specification

You’ll be a people person with a strong interest in all things books and culture.

You’ll be a great communicator and will enjoy putting your excellent people skills to use to make every customer feel valued and welcome.

You’ll be a supportive team player, always willing to jump in and lend a hand, but you’ll also be happy to work on your own initiative when necessary.

You will have sound knowledge of Microsoft packages

You will have a flexible approach to working hours to include some Saturdays and occasional evenings.

You will be keen to learn new skills.


Main duties and responsibilities:

  • Working within the library welcoming visitors.
  • Answering the phone.
  • Dealing with face to face enquiries.
  • Shelving and checking and locating books.
  • Assisting with the running of events and workshops.
  • Assisting with general admin duties.

Requirements and prospects

Desired skills

  • Computer and technically literate.
  • Customer focused.
  • Be able to problem solve and listen to others.
  • Ability to prioritise work.
  • Good communicator.
  • Have confidence in speaking on the phone and face to face.

Personal qualities

  • Positive.
  • Proactive.
  • Empathetic.
  • Flexible.
  • Reliable.
  • Friendly.
  • Patient.
  • Enthusiastic.

Desired qualifications

5 GCSE grade 4 or above (this equates to old level grade C).

Future prospects

These will be discussed during the apprenticeship.

Things to consider

The job will involve some Saturday working and the occasional evening.

This role will require ability for some manual handling.


About the employer

Falmouth Town Council is a local authority delivering a wide range of services to the community of Falmouth, named best coastal community at the 2016 Great British High Street Awards.

Falmouth Library delivers services as part of a wider network of devolved and retained libraries throughout the county.

Falmouth Library is in the centre of Falmouth and is easily accessible by all forms of transport. You will find us on The Moor, on the ground floor of the Municipal Buildings.


Falmouth Library


Municipal Offices

The Moor


TR11 2RT

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Training provider


Applications for this apprenticeship are being processed by Cornwall Apprenticeship Agency Limited


Lynne Dunn 01326211382

Level 3  Customer Service

Level 2 Maths and English (if applicable)

Apprenticeship standard

Customer service specialist

Level 3 (A level)

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