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Grey Matter Learning are themselves a training organisation, so their Apprentice will get all the mentoring and support needed to achieve their apprenticeship. The role is supporting customer with their training enquires using a ticketing system to process and respond. Tickets may be generated by email, incoming phone calls or web based chats.

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Closing date: 07 Mar 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday, 8.30am - 5.00pm / 9.00am - 5.30pm

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    13 Mar 2023

  • Date posted

    24 Jan 2023

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • Dealing with Customer queries - these could be generated by email, incoming phone calls or web based chats
  • Working using a ticketed based system
  • Responding to customers with information
  • Liaising with colleagues to gather the correct information
  • Escalating queries when required

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

  • The Apprentice will work towards the Level 2 Customer Service Practitioner Standard
  • This will be one day a month in-person, group training at WBTC and a monthly 1-1 with their Training Consultant. maths and English Functional Skills will be delivered if needed, either in person or remotely

What is the expected career progression after this apprenticeship?

  • On-going training and development are very much encouraged

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Customer care skills, Team working, Non judgemental


GCSE or equivalent English (Grade 3/D) Essential
GCSE or equivalent maths (Grade 3/D) Essential

Things to consider

This role will be based in the office 5 days a week, typically the office is a quiet environment.

About the employer

Grey Matter Learning is a social care learning technology company, providing a blend of online and face-to-face/webinar training solutions. Our mission is to Improve Lives Through Learning. We love to get feedback, but we were particularly pleased with this: "Click is very simple which is a credit to you and all the work you have put in. Simple is very hard to achieve" We know a one-size-fits-all training approach wastes time, money and demotivates people. So, we constantly challenge the age-old concept of “sheep-dip” learning. Since 2006, we have delivered our vision of valuing individuals’ prior knowledge and experience, enabling care providers to take staff through personalised learning journeys, evidencing competence. We have worked with sector stakeholders including ministers, CQC and Local Authorities to shift focus to competence (as per Regulation 18). Through this approach, we are witnessing transformative results for our customers. Our trademarked “Know, Understand, Do” methodology is behind our online learning system, Click, leading the way in recording evidence-based learning and Care Certificate portability. Our values are: Integrity, Respect, Excellence, Innovation, Generosity, Passion, Transparency, Ethics, Authenticity.




Unit 32B

Kingfisher Court


RG14 5SJ

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Training provider



Rachel Eaves

07922 426414

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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