Apprentice – Customer Service

Sanctuary Group

Worcestershire (WR1 3ZQ)

Closes in 5 days (Tuesday 10 June 2025)

Posted on 27 May 2025


Summary

This is an exciting opportunity to join our award-winning Apprenticeship programme. In partnership with our training provider - HWGTA - the programme offers you a chance to study for a Customer Service Level 2 nationally recognised qualification, all whilst gaining practical work experience.

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday (shift pattern to be agreed).

37 hours 30 minutes a week

Start date

Tuesday 1 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

As a Customer Service Apprentice, you will join our Apprenticeships Team, working alongside colleagues within the Learning Academy. The Learning Academy offers a range of bespoke training and qualifications to all employees within Sanctuary and this apprenticeship will give you the unique opportunity to gain a real insight and understanding of the Learning Academy function, while developing great relationships across the team.

You will provide key customer service and administration support by dealing with queries via email and telephone, processing learner reviews, supporting the team with the coordination of events, such as National Apprenticeship Week, processing manager reviews and evaluation forms, liaising with Training Providers and carrying out additional duties as required.

Where you'll work

Castle Street
Worcester
Worcestershire
WR1 3ZQ

Training

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

College or training organisation

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION 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 Level 2 Apprenticeship Standard:

The successful candidate will undertake a nationally recognised qualification through HWGTA Training.

You will be required to demonstrate through the standard that you meet all competencies and behaviours, which will lead to the achievement of the qualification.

You will have a designated mentor in the workplace to support your learning and at the end of the programme will be assessed via an external assessment body. 
 

More training information

Formal training is delivered at HWGTA, located in Worcester (WR4 9GN).

  • You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.
  • Additional training for functional skills in English and Maths will be undertaken if needed.
  • You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Customer Service Practitioner Level 2 qualification.
  • There is also a five-day teambuilding residential trip that is held in the spring of each year offered to all apprentices on programme.

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
  • Organisation skills
  • Problem solving skills
  • Administrative skills
  • Team working
  • Creative
  • Initiative
  • Non judgemental
  • Patience

About this company

Sanctuary provide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations. As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service.

https://jobs.sanctuary-group.co.uk/ (opens in new tab)

Disability Confident

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 is potential for progression to the Business and Administration Level 3 apprenticeship upon successful completion of the Level 2 programme.

 

Ask a question

The contact for this apprenticeship is:

Sanctuary Group

Michael Sequeira

michael.sequeira@sanctuary.co.uk

07404641696

The reference code for this apprenticeship is VAC1000322718.

Apply now

Closes in 5 days (Tuesday 10 June 2025)

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.

After signing in, you’ll apply for this apprenticeship on the company's website.