Customer Service Apprenticeship

Summary

An excellent opportunity for someone who is seeking a career in Customer Service and/or Education. We are committed to providing an apprenticeship opportunity that will allow you to experience a wide range of skills and situations to give you the best possible start to your career.

Wage

£14,527 a year

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Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, between 8:30am and 5pm

37 hours a week

Start date

Monday 4 August 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

Working as a member of the Reception Team, the main purpose of the role will be:

To be the first point of contact for all visitors to the College.
To work as a member of the Reception Team and to assist in providing prospective students with the most appropriate information.
To undertake Reception duties, taking and receiving phone calls, provide clerical support including data input, cash handling and dealing with mail and parcels.

We are looking for an organised individual with a flexible approach to work, a willingness to learn and develop, with the ability to work at times without supervision. You should have strong numeracy skills, together with excellent customer service skills.

This role will be based at our main campuses in Bury St Edmunds, however there will be the requirement to work across our wider campuses on occasion as required.

Where you'll work

West Suffolk College, Out Risbygate
Bury St. Edmunds
IP33 3RL

Training

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

College or training organisation

WEST SUFFOLK 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 learner will be studying the Customer Service Practitioner Level 2 Apprenticeship Standard qualification.
Functional skills will be studied if equivalent qualifications are not held.

Requirements

Essential qualifications

GCSE or equivalent in:

Maths and English (grade 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
Customer care skills
Organisation skills
Initiative
Team working

Other requirements

We also offer a wide range of staff benefits including: -Membership into Local Government Pension Scheme -Family friendly policies and flexible working -Access to our employee assistance program -Employee wellbeing initiatives -Free parking -Canteen -Company Events -Memberships and discounts

About this company

West Suffolk College is a Further Education college in Bury St Edmunds, Suffolk. The college delivers a range of courses, including vocational and technical courses, apprenticeships, and an array of higher-apprenticeships and bachelor degree courses accredited by the University of East Anglia.

After this apprenticeship

We are committed to providing an apprenticeship opportunity that will allow you to experience a wide range of skills and situations to give you the best possible start to your career. At the end of your studies, you will have to opportunity to apply for any suitable vacancies within the organization. Our previous candidate in post has since been promoted internally and we would be delighted to offer the same such opportunities to our next apprentice.

Ask a question

The contact for this apprenticeship is: