Concierge Apprentice

Summary

If you have the passion for people and, 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. As a Concierge, you'll enjoy making a difference to every person who walks through our centres, be it with your warm welcome or through selling them a membership.

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

As a Concierge, you'll enjoy making a difference to every person who walks through our centres, be it with your warm welcome or through selling them a membership to enhance their lifestyle.

Our Concierge respond to enquiries, converting them into memberships. Concierges are often a customer's first port of call; you'll answer the phone, deal with transactions, handle any queries, and even go out into the community on outreach projects.

While learning with GLL your role will:

Be the first point of call for customers
Answer incoming calls to the centre
Deal with transactions, including setting up direct debits and cash handling
Handle membership enquiries, including selling memberships to customers
Deliver first-class customer service
Answer customer queries
Set up equipment.
Be a key support to your team daily, from preparing studios, gyms, or sports halls for various activities to the general cleaning and upkeep of the centre

As a charitable social enterprise owned by its staff, GLL has a great range of benefits for its employees:

A Values driven organisation with learning & development to support career development
Discounted gym membership for you and your partner
Discounts across thousands of retailers (GLL Extras)
25% off Red Letter Days & Buy A Gift
20% off GLL spa experience treatments and associated products.
Ride to work scheme
Free eye tests and discounted glasses
Good Pension schemes
Exclusive discounts on our villas in Portugal & Ski Chalets in Bulgaria
Health assurance

We are an inclusive employer. We seek and welcome diversity in our teams.

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

As a Charitable Social Enterprise and workers cooperative GLL has grown over the last 30+ years to become the UK's largest public leisure and libraries operator, managing over 375 facilities across England, Wales and Northern Island. As a staff owned business, we ensure all our people are paid fairly and in 2023 were awarded with Investors in People Gold status, whilst offering a range of meaningful careers and training for everyone in our local communities.

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: