Customer Service Apprentice

Summary

This role is part of the College Exams and Assessment Services within the College Registry. It involves supporting the Exams Helpdesk and assisting the Exams Administrator, Helpdesk Officer, and the wider examinations team with the planning and delivery of exams and assessments across the College.

Wage

£14,900 a year

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Training course

Customer service practitioner (level 2)

Hours

Monday - Thursday, 8:30am - 5.00pm. Friday, 8:30am - 4:30pm.

37 hours a week

Start date

Tuesday 1 July 2025

Duration

1 year

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

Acting as the primary point of contact for the department by phone, email and in person. Providing outstanding customer service, dealing with concerns and resolving issues
Organising, prioritising and allocating emails in the Examinations inbox to team members. Sending follow up reminders and ensuring timely communication with stakeholders
Supporting the maintenance of the examinations timetable
Using a variety of IT systems to complete various tasks
Supporting in the communication of exam dates, times and venues to students
Supporting with the processing of Exam Access Arrangements ensuring compliance with audit requirements
Sharing examination results and certificates with students
Access information within bespoke databases in response to enquiries concerning courses and students, ensuring GDPR and ISO compliance
Ordering of stationery for the Registry department
Scanning and filing of examinations paperwork (attendance register, invigilation review forms, exam paper receipt, script despatch etc.)

Where you'll work

Knightstone Road
Weston-super-Mare
BS23 2AL

Training

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

College or training organisation

WESTON COLLEGE OF FURTHER AND HIGHER EDUCATION

Your training course

Customer service practitioner (level 2)

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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

You will be pursuing a Level 2 Apprenticeship Standard as Customer Service Practitioner, through Weston College
As part of this program, you will attend Weston College as instructed for workshops
An assessor will conduct on-site observations to evaluate your progress, as well as supporting you in college throughout your apprenticeship
At the conclusion of your program, your qualification will be assessed through an End Point Assessment

Requirements

Essential qualifications

GCSE in:

3 Other GCSEs (grade 4/C+)
English (grade 4/C+)
Maths (grade 4/C+)

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
Organisation skills
Initiative
Time management skills

Other requirements

Please make sure you have reliable transport to and from work, and between campuses, when required.

About this company

Weston College is an award-winning college of further and higher education in Weston-Super-Mare. It provides education and vocational training to nearly 30,000 learners across the country. We put the learner first and are entrepreneurial in our approach and innovative in our thinking. As a college, we are ambitious and aspirational and are responsive to the needs of students, staff, businesses, and the community.

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

Company benefits

281.5 hours of annual leave per annum, inclusive of statutory bank holidays and college closures.

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

Progression would be based on vacancies at that time, but within the department it could be to:

Exams Admin and Help Desk Officer
Exams Admin and Resourcing Officer
Exams Business Officer

Ask a question

The contact for this apprenticeship is:

WESTON COLLEGE OF FURTHER AND HIGHER EDUCATION

Weston College Apprenticeships Team

apprenticeships@weston.ac.uk

01934411594

The reference code for this apprenticeship is VAC1000321821.

Apply now

Closes in 15 days (Sunday 8 June 2025 at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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