Apprentice Customer Contact Telephony Agent - Legal Aid MARSTON (HOLDINGS) LIMITED

Marston Holdings Limited has an exciting opportunity for a Customer Contact Telephony Agent within our Legal Aid team on a full-time basis. As a Customer Contact Agent, you will have a pivotal role in our Legal Aid team. You will contact customers, helping them find a solution to any situation.

Sign in to apply

Closing date: 12 Dec 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday between 9am to 5pm.

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    15 Dec 2023

  • Date posted

    13 Nov 2023

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    2 available

What you will do in your working day

  • Making outbound and receiving inbound calls
  • Ensuring that all clients or customers receive the best customer service
  • Negotiating payments/arrangements over the telephone
  • Updating systems with relevant call details
  • Returning abandoned calls in line with agreed targets
  • Ensuring overall performance and targets are met and reporting any issues to the Team Leader or Manager
  • Assisting with administration duties within the team
  • Meeting set targets

The training you will be getting

  • During your Level 2 Customer Service apprenticeship you will be based at our Helmshore office and will receive ongoing training and support from both Marston Holdings and Smart Training & Recruitment

What to expect at the end of your apprenticeship

  • Upon successful completion of the Level 2 Customer Service Apprenticeship, this may lead to a full-time permanent position within the organisation

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Number skills, Logical, Team working, Non judgemental, Patience


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

Things to consider

You must be able to commute to our offices in Rossendale

About the employer

If this sounds like the job for you, please apply.... Marston Holdings Limited MHL is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery. We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.




Wavell House

Holcombe Road



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


Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience



Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

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.