Customer Experience Coordinator Apprentice

Summary

Burnley College are looking for an apprentice to join our Customer Experience team, you will provide an environment in terms of the physical and experience aspects of the organisation by co-ordinating the customer relations operations, being a solutions- driven, results-oriented and crisis management professional.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Business administrator (level 3)

Hours

A flexible approach to the working hours is required, in line with the needs of the college. Core hours are as follows: Monday - Thursday 8:40am - 5:00pm Friday 8:40am - 4:30 pm (One hour lunch break each day)

37 hours a week

Start date

Monday 28 July 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

To provide an environment in terms of the Physical and Customer Experience aspects of the organisation by co-ordinating the customer relations operations, being a solutions-driven, results-oriented and crisis management professional. You will be an engaging communicator with the ability to put others at ease, quickly building relationships. You will conduct facility audits ensuring the environment is to an exemplar standard, safe and fit for purpose.

Responsibilities:

Train, deliver and co-ordinate the execution of the Burnley College experience
Work with Events, North West Business Training, Network Services and Facilities teams to create an environment that is conducive to the needs of the customer through personal services, amenities and experiences
Ensure the corporate objective of the event/facilities hire/commercial course is outstanding
Demonstrate the Colleges values when providing service and teamwork
Seek to understand the internal/external customer and balance the needs of both the customer and the college
Assure data is accurate and work is thorough, meeting the highest standards
Develop a process to communicate any action requests effectively and ensure follow up
Assist with the promotion of the Colleges Facilities Hire Offer by being involved in the customers journey from start to finish, ensuring the website and social media platforms are fresh and creative
Determine whether tasks should be attempted, identifying the most effective way of completing the task and prepare to overcome difficulties
Deliver event activity updates, provide analysis and report on KPIs to shape future campaigns
Ensure all events are clearly communicated and the values for each brand match the organisational strategy
To assure full compliance with key policies, notably Single Equality, Health and Safety and Safeguarding
To undertake invigilation duties from time to time
To carry out such other duties as the principal may reasonably require

Where you'll work

Princess Way
Burnley
Lancashire
BB12 0AN

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

BURNLEY COLLEGE

Your training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

The apprentice will undertake the Level 3 Business Administration Apprenticeship.

Day-release training takes place at Burnley College.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Attention to detail
Customer care skills
Team working

About this company

At Burnley College, we place the learner at the very heart of everything we do. We are committed to Building Futures and Changing Lives.

https://www.burnley.ac.uk/ (opens in new tab)

After this apprenticeship

The apprentice may secure full-time employment on successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

BURNLEY COLLEGE

Themis

themis@burnley.ac.uk

01282733005

The reference code for this apprenticeship is VAC1000323057.

Apply now

Closes on Sunday 20 July 2025

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