Customer Service Apprentice

Summary

To assist in the achievement of the outcomes of West View Advice & Resource Centre Limited. Providing professional customer service, ensuring all enquiries are dealt with confidently, courteously and most importantly confidentiality, promoting the ethos of standardised practice within the organisation and it's projects.

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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Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 8.30am - 5.00pm.

37 hours 30 minutes a week

Start date

Monday 28 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

Main Duties & Responsibilities:

Provide service users with a positive meet and greet experience.
Process enquiries both telephone and face to face through the accurate identification of clients’ needs and booking them with the correct provider.
Product/Service Knowledge: Provide users of our service with accurate information about the various services we provide.
Maintain up to date accurate records of all enquiries ensuring all information and statistics are recorded accurately for monitoring purposes.
To promote the organisation and its aims/objectives in person and by other means through attendance at publicity campaigns and events.
To gather client feedback to improve services and monitoring purposes.
To work as part of a team in meeting our client’s expectations whilst providing them with a positive focused customer experience.
Undertake training and attend external events as deemed appropriate.
To undertake any other customer service duties in relation to the post as identified by the Centre Manager.

Where you'll work

MIERS AVENUE
HARTLEPOOL
TS24 9JQ

Training

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

College or training organisation

EAST DURHAM COLLEGE

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

The successful candidate will complete a level 2 Customer Service Apprenticeship Standard. This will be delivered in the workplace with visits from a trainer/coach once a month.

Requirements

Essential qualifications

GCSE in:

English (grade 3 / D or above)
Maths (grade 3 / D or above)

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
Administrative skills
Team working

About this company

We offer a varied outdoor learning programme to Schools and Youth/Adult groups, in addition to supplying Staff to West View Project Children and Activities Centre. West View Project has existed since 1980 when a group was formed by residents who wanted to create somewhere children in the local area could play safely. This aim still sits at the core of the organisation and West View Project CIC supports the West View Project Children and Young Peoples Centre to be open 5 evenings per week catering for young people aged 5 to 19. As is the case with a lot of groups like WVPCYC over the years we have received funding to deliver & develop more specialist work. We’ve always ensured this work compliments or supports the delivery of our youth centres.

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

After this apprenticeship

For the right candidate there is a possibility of permanent employment and going on to complete further qualifications.

Ask a question

The contact for this apprenticeship is:

EAST DURHAM COLLEGE

Sara Jolly

sara.jolly@eastdurham.ac.uk

01918237656

The reference code for this apprenticeship is VAC1000328118.

Apply now

Closes in 9 days (Wednesday 9 July 2025 at 11:59pm)

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