Concierge Apprentice

Summary

If you have the passion for people, ability to deliver a first-class customer service experience, this is your chance to be part of one of the largest leisure groups in the UK.

Wage

£15,704 a year

Check minimum wage rates (opens in new tab)

Training course

Customer service practitioner (level 2)

Hours

40 hours a week, Exact shifts to be confirmed - Including Early mornings, Evenings and Weekends

40 hours a week

Start date

Monday 28 July 2025

Duration

1 year 3 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

Edmonton Leisure Centre is set to become a future GLL flagship facility, and we're looking for ambitious, people to join us in this exciting new chapter. This is a rare opportunity in the early stages of a major £5M+ redevelopment that will transform the centre and deliver incredible services to the community. As the driving force behind this transformation, you'll join a dynamic team and be part of building an exciting programme from the ground up, creating a centre that meets the evolving needs of the community.

You will need to be the person who thrives in a busy environment and will be unfazed by the variety of the role. Our concierge role is varied and could be doing anything from customer service and taking bookings to ensuring the general safety and cleanliness of areas and equipment to ensure our customers get an exceptional experience.

What you'll do:

· Being the first point of call for customers

· Answer incoming calls to the centre

· Deal with transactions including setting up direct debits and cash handling

· Dealing with membership enquiries including selling memberships to customers

· Deliver first-class customer service

· Answer customer queries

· Setting up equipment

· Be a key support to your team on a daily basis from preparing Studios, Gyms or Sports Halls for various activities to the general cleaning and upkeep of the centre

What your apprenticeship includes:

A mixture of face to face and online catch ups every 4 - 6 weeks to discuss feedback and progress

A mixture of on and off the job training, including workshops and webinars

Reviews every 12 weeks with your Line Manager and apprenticeship trainer

The chance to get Functional Skills in English and maths (if you don't already have GCSE)

Where you'll work

2 The Broadway
N9 0TR

Training

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

College or training organisation

LIFETIME TRAINING GROUP LIMITED

Your training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

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

Customer Service Practitioner Apprenticeship L2 including Functional Skills in Maths and English

Requirements

Desirable qualifications

Other in:

None required (grade None required)

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

Team Working
Organisation Skills

Other requirements

Please note this centre has no parking Centre Opening Hours (including events): Monday - Thursday 6am to 10pm Friday 6am - 7pm Weekends 8am-5pm This apprenticeship will start on the Apprentice Minimum Wage of £7.55 per hour, which equates to £15,704 per year. Following a successful 6-month probation period, and subject to meeting all role

About this company

Edmonton Leisure Centre, right in the heart of Enfield, is reopening from April 2025 following a major investment. We're currently giving the gym, fitness class studio, group cycle studio and all communal areas a complete refurbishment, creating fresh, modern spaces ready to welcome you back.

After this apprenticeship

GLL prides itself on its internal Learning & Development and internal promotion levels, there is scope for the right candidates to move onto a Level 3 Leisure Duty Manager apprenticeship once they have completed their Level 2.

Ask a question

The contact for this apprenticeship is: