Learning & Development Apprentice

Summary

To support the work of the Learning and Development (L&D) Team and to develop a broad range of general L&D and digital administration skills.

Wage

£22,222.20 a year

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Training course

Customer service practitioner (level 2)

Hours

Monday to Friday, 09:00 - 17:00. With 1-hour unpaid lunch break.

35 hours a week

Start date

Sunday 1 June 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

An excellent opportunity has arisen for an apprentice to work for emh in the Learning and Development Team, based in our Coalville office.

This varied and exciting role will enable you to develop a wide range of skills and experience in a crucial area of the business. You will be supporting the work of the Learning and Development (L&D) Team and to develop a broad range of general L&D and digital administration skills.

Principal Duties and Responsibilities:

Learning and Development Team Administration:

To deliver L&D administration to support the L&D Team and our internal and external customers
Complete L&D administration activities, such as maintaining accurate training records, scheduling training courses and securing resources, sending out invitations, producing packs and training materials for workshops
To answer the telephone/Teams calls and deal with queries ensuring a professional, confidential and efficient customer service
Complete other administration duties including managing L&D stationary items and order and replenish stock when required
Support and contribute towards the efficient running of the L&D team and making recommendations for improvements to ways of working
Support the L&D team to research and identify potential training providers and learning solutions which meet the needs of our internal customers
To always be confidential with any information received
To take responsibility for actions to both internal and external customers and act in a way that provides a high quality of L&D administration support in an efficient and effective manner
To attend the designated Apprenticeship/College course and work to achieve the requirements set out by the Training Provider

Special Instructions:

To uphold the vision and values of the emh group and emh homes
To take individual responsibility for ensuring that a continuously improving and effective professional customer service is delivered
To ensure a safe working environment in accordance with Health and Safety Regulations
To attend fire drills and staff meetings
To attend training events as required
To maintain an awareness of current instructions circulated by staff meetings, departmental and head office bulletins, circular letters or by verbal or written information given by your Responsible Officer
To respect the confidential nature of personal information
To recognise and promote emh group’s Equality and Diversity Strategy

Full training will be provided in all areas to meet with the apprenticeship programme.

Where you’ll work

Memorial House
Whitwick Business Park
Coalville
Leicestershire
LE67 4JP

Training

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

College or training organisation

P.T.P. TRAINING LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

Customer Service Practitioner Apprenticeship Standard
Functional skills in maths and English if required
Internal relevant training courses as required for the job

Requirements

Desirable qualifications

GCSE in:

English (grade 4 and above)
Math's (grade 4 and above)

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
IT skills
Attention to detail
Organisation skills
Problem solving skills
Administrative skills
Logical
Team working
Initiative
Non judgemental
Patience

About this company

emh group is an independent, profit-for-purpose organisation that provides high quality, affordable homes and support services. Today, we have more than 21,000 properties in more than 40 local authority areas across the region and we provide care and support to hundreds more customers. Our vision is to be the best social housing and care business in the country, leading the market as service provider and employer. We offer a friendly, open environment and encourage professional development among all our employees.

https://www.emh.co.uk (opens in new tab)

Company benefits

Company benefits: • Competitive salary • Contributory pension scheme • Health cash plan - BHSF • 39 days annual leave (including statutory days), increasing with the length of service (pro-rata for part-time)

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

There may be a full-time position available for the right candidate, however, please note that this is not guaranteed.

Ask a question

The contact for this apprenticeship is:

P.T.P. TRAINING LIMITED

PTP Recruits

ptprecruits@ptp-training.co.uk

01922651100

The reference code for this apprenticeship is VAC1000318048.

Apply now

Closes in 29 days (Friday 30 May 2025 at 11:59pm)

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