Customer Service Apprentice (Family Support) 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 and practical and emotional support through compassionate and efficient services.

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Closing date: 30 Jun 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Working days and hours to be confirmed at interview but may include evenings and weekends.

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    01 Jul 2023

  • Date posted

    10 Nov 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • 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

Other Duties:

  • 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

What training will the apprentice take and what qualification will the apprentice get at the end?

  • Training will take place in the workplace, with regular sessions delivered face to face and remotely alongside workplace training
  • Customer Service Practitioner Apprenticeship Standard (Level 2)
  • Functional Skills maths up to Level 2 (if required)
  • Functional Skills English up to Level 2 (if required)

What is the expected career progression after this apprenticeship?

  • Opportunity to explore other customer-service based roles within the charity

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Administrative skills, Team working, Initiative, Interpersonal skills


GCSE or equivalent English (Grade 1 or above) Desired
GCSE or equivalent ICT (Grade 3 or above) Desired
GCSE or equivalent Maths (Grade 1 or above) Desired

Things to consider

This role is eligible for an Enhanced DBS check. 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).

About the employer

Established in 2000, Caudwell Children is a national charity which works to transform the lives of disabled children and their families, enabling them to challenge the barriers they face throughout childhood by providing practical and emotional support. The Charity is going through an exciting period of growth having recently opened a new state-of-the-art facility for multi-disciplinary therapy programmes for childhood disability and research of neurodevelopmental conditions, including autism, within the grounds of Keele University. It provides a state-of-the-art base for the Charity’s therapies and an environment where ground-breaking research can be undertaken, potentially changing the way some disabilities are treated, affecting millions of people around the world. This is a fantastic and exciting opportunity to join a dynamic and fast moving Charity at a time when it will attract national and international attention. The services of Caudwell Children enrich the lives of our children and families through the delivery of high quality person centred care and support services that promote independence and achieve valued outcomes. We seek to create a safe, homely and supportive environment that enhances the lives of children with autism and associated conditions.








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Training provider



Ean Faragher

01782 572777

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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