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Branch Support Apprentice Post Office Limited

If you have a passion for helping customers, showing empathy and resolving enquiries, you'll find this role challenging and rewarding. You will provide high levels of customer service to Postmasters and provide support with day-to-day queries. You will have the opportunity to build meaningful relationships and create positive change for the business.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Jan 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Saturday. Shifts are to be confirmed.

    Total hours per week: 35.0

  • Expected duration

    18 Months

  • Possible start date

    13 Feb 2023

  • Date posted

    13 Jan 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    5 available

What will the apprentice be doing?

As an apprentice you would be expected to take a vital role within Service and Support Optimisation. You will not be alone as you will be mentored to help you achieve your objectives and you will be given the guidance, support and opportunity to make a real difference to the Post Office, whilst also achieving your Customer Service certification.  

Responsibilities will include: 

  • Provide consistently high levels of customer service to Postmasters, providing support to them with day-to-day queries
  • Help Postmasters over the telephone by using an in-depth knowledge base
  • Take ownership of all Postmaster enquiries and complaints, including matters of a complex and sensitive nature
  • Managing all matters through to satisfactory resolution, and ensuring details are captured and recorded accurately within the applicable electronic data systems
  • Continually suggest ways to improve process based on own experiences and feedback from Postmasters

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

  • You will enrol onto the Customer Service Specialist level 3 apprenticeship
  • You will be supported by your dedicated Lifetime Trainer who will conduct your initial 6 week classroom learning sessions. Your lifetime trainer will use online social platforms or telephone every 4-6 weeks thereafter to support your learning
  • You will spend on average 6 hours per week on dedicated apprenticeship training activity. Depending on workload activity, this can be done 1 day per week or spread out over the course of a week
  • The training will include a number of modules including - 
  • The Customer experience
  • Customer journey
  • Culture and environmental awareness
  • Equality, diversity and inclusion
  • Business focused service 

What is the expected career progression after this apprenticeship?

There are clear progression pathways, and the wider Post Office business and experience gained through the apprenticeship will give insight into the role of a Branch Support Advisor, making a number of career directions possible. 

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Customer care skills, Administrative skills, Number skills, Team working, Non judgemental, Patience, Empathy


GCSE or equivalent English (Grade 4 or Higher) Essential
GCSE or equivalent Maths (Grade 4 or higher) Essential

About the employer

The Post Office is a business which really matters. A business which has had a key role in UK life for centuries. We are a commercial business driven by a social purpose: to be there for our customers. The Post Office has over 11,600 branches across the UK, 97% of these are run with retail partners on an agency or franchise basis. Along with a significant online business, we are the biggest retail network in the UK, with more branches than all the banks and building societies combined.


Post Office Limited


1 Future Walk, West Bars


S49 1PF

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Training provider


Apprenticeship standard

Customer service specialist

Level 3 (A level)

Employer's Application Instructions

Please follow the link to the job overview and follow the directions to apply.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Jan 2023