Customer Service and Reception Apprentice

Summary

Working within a busy office and front of house on reception, an excellent opportunity has arisen for an Apprentice to join the team at Transworld (Trading as Protocol Consultancy Services), based in Birmingham City Centre. You will play an important team role supporting colleagues including Training Advisers with administrative requirements.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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4 month probation period. Reviews and appraisals linked to pay increments.

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday 8am to 4pm

37 hours 30 minutes a week

Start date

Monday 7 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

General reception:

Greet clients coming into the office and explain health & safety requirements
Identify the correct channel for each client in a respectful manner and provide client with the correct locations
Manage client expectations by explaining what will happen to them and giving likely timescales. Update clients if timescales change
Explain to clients who cannot be seen why they cannot be seen and give suitable contact alternatives for those seeking advice
Taking and directing calls through our phone system
Cleaning, organising and maintaining reception and refreshment area. Stock control of office supplies
Providing customer/learner support
Scheduling appointments and meeting times
Prepare sign in sheets for staff and learners
Complete toilet checks minimum 3 times daily
Administrative and other duties
From schedule of appointments for the following day, send a text message to next day clients to remind of appointment and time.
Sorting and distributing post
Work collaboratively with other colleagues involved in the company
Provide a service that is based on sensitivity and respect for clients
Maintain confidentiality about clients and their contact with the company
Work within agreed systems and procedures, including Data Protection policies
Oversee any work experience learners
Before the session, check facilities in the reception area and reception materials
Ensure that all work conforms to company systems and procedures
Allocate and maintain room hire/usage spreadsheet
Update PCS Group Registers and profiles
Maintain Staff electronic registers

Where you'll work

THE OLD GUILD HOUSE
1 NEW MARKET STREET
BIRMINGHAM
B3 2NH

Training

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

College or training organisation

TRANSWORLD PUBLICATIONS SERVICES 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 3
English and maths Functional Skills (if applicable)
Minimum of 6-hours off the job training per week at employer premises
One day per month training at Protocol Consultancy Services in Birmingham City Centre

More training information

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

Requirements

Essential qualifications

GCSE in:

English and Maths (grade Grade A*-C or 4-9)

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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

Other requirements

N/A

About this company

We are an approved Work-Based Training Provider for the Education and Skills Funding Agency. PCS is part of the Protocol Group of Companies and is a trading name of Transworld Publications Services Ltd. We deliver training across the West Midlands.

https://www.protocolgroup.org.uk/ (opens in new tab)

Company benefits

Pension scheme available

After this apprenticeship

Full-time employment following successful apprenticeship and EPA achievement.

Ask a question

The contact for this apprenticeship is:

TRANSWORLD PUBLICATIONS SERVICES LIMITED

Jodie Simmons

jsimmons@protocolgroup.co.uk

01212362634

The reference code for this apprenticeship is VAC1000325619.

Apply now

Closes in 19 days (Friday 4 July 2025 at 11:59pm)

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