Customer Service Apprenticeship L3

Summary

This is an apprenticeship role leading to a level 3 qualification (A-level equivalent). The staff member will collaborate with experienced colleagues to gain in-depth understanding and experience of customer support within an academic library.

Wage

£20,948 a year

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This salary is for full-time and will be at a pro-rata rate due to the role being 27 hours per week.

Training course

Customer service specialist (level 3)

Hours

This role is 27 hours per week, with 5 hours per day spread over 4 days, and one dedicated study day of 7 hours. Actual working days / times to be agreed as per the needs of the service.

27 hours a week

Start date

Tuesday 1 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

The apprentice will be working primarily on the library floor, this campus-based post acts as a first point of help and advice for library users, helping them access and use our extensive range of printed and electronic resources.

Duties include managing the library environment, ensuring health and safety procedures are observed, ensuring students observe the Library Code of Conduct, liaising with security, reporting, and progressing maintenance issues and defects relating to the building, its environmental controls and equipment on all floors.

You will contribute towards staffing the library Help Desk and Reception desk, other service points and front-line duties as required. As part of the library team, you will assist in the delivery of a high quality, customer focused library and open access IT services, which support the teaching and learning, and research activities of the University as well as promoting use of the library and its resources.

Main duties and Responsibilities:

This role is 27 hours per week, with 5 hours per day spread over 4 days, and one dedicated study day of 7 hours. Actual working days / times to be agreed as per the needs of the service.
Deliver an excellent customer experience including assisting users on how to use library resources and equipment.
Participate in roaming support to help our users become confident and independent users of the resources available to them.
Assist users with directional and initial information enquiries.
Provide front-line support using the Library Management System to carry out various tasks and reports, assist users with the operation of library equipment and resources, and attend to basic problems, reporting faults as appropriate to ensure that our users have an excellent customer experience.
Assist with the day-to-day operations of services and space, keeping the space in good order through regular tidying, shelving and filing, in accordance with best health and safety practice and security guidelines.
Support the Library Student Worker Team (LITSAs), helping to coordinate and monitor their work and activities so that all front-line tasks are undertaken.

Where you'll work

University of Greenwich, Drill Hall Library
Medway Campus, Maritime North Road
Gillingham
Chatham
ME4 4TB

Training

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

College or training organisation

SCL EDUCATION & TRAINING LIMITED

Your training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

The apprentice will complete a L3 in Customer service , they will have full training from the employer and support and guidance from SCL education.

Requirements

Essential qualifications

GCSE or equivalent 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

IT skills
Communication skills
Customer care skills
Organisation skills

Other requirements

N/A

About this company

The Drill Hall Library is a unique and major facility providing an integrated library and IT service to staff and students of the Universities at Medway, comprised of the Universities of Greenwich, Kent and Canterbury Christ Church at their shared Medway Campus. It houses an extensive multi-disciplinary collection and provides a wide range of services, including a wide range of study spaces and training facilities, as well as a cafeteria. Information technology is used extensively to support delivery of all the Drill Hall Library Services. This post is being advertised as part of the Universities of Medway joint venture. The University of Greenwich will be administering the recruitment for this role. The university welcomes people from diverse and underrepresented communities who can help the university to achieve its mission. We do this through taking positive action such as encouraging applications from Black, Asian and Minority Ethnic, disabled and LGBT+ people. As part of our commitment to Equality, Diversity and Inclusion, Time to Change Employer Pledge/Mentally Healthy Universities, we are committed to promoting and supporting the physical and mental health of all our staff, and removing barriers to improve inclusion. We encourage applicants to disclose experience of mental health problems so we can support them fully during our recruitment process and make any necessary reasonable adjustments. Any information disclosed will be kept confidential and separate from the job application form. We are making significant strides to understand and continuously improve our employees’ experience and we are committed to implementing progressive diversity talent management.

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

The apprentice could progress on to a Team Leading qualification once they have completed their L3 Customer Service Specialist apprenticeship.

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