Care Agency Customer Support Apprentice
Newbury Manor Care Home
Oldbury (B69 1HE)
Closes in 17 days (Monday 21 July 2025 at 11:59pm)
Posted on 2 July 2025
Contents
Summary
As a Customer Service Apprentice, you'll support the administration and coordination of care services within the home. You'll be part of a welcoming and professional team, gaining real-world experience while working towards a nationally recognised qualification
- Wage
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£14,918.80 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
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Hours - 37.5 hours per week Monday – Friday 9-5pm.
Entitled to 28 days holiday.
DBS will be required for this role and 2 satisfactory references.
37 hours 30 minutes a week
- Start date
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Monday 28 July 2025
- Duration
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1 year
- Positions available
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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
Key Responsibilities
- Responding to telephone and email enquiries from families, staff, and professionals
- Scheduling care appointments and updating rotas using spreadsheets or software
- Greet visitors and handle general front-office duties
- Recording and maintaining confidential client information accurately
- Supporting care staff with administrative updates and communications
- Assisting in monitoring service feedback and helping address minor issues
- Learning about safeguarding, data protection, and customer service best practices
- Working closely with a mentor and completing coursework as part of your training
Where you'll work
Newbury Lane
Oldbury
B69 1HE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
SANDWELL 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
Training Provided
- Delivered by Sandwell College
- Level 2 Customer Service Practitioner Apprenticeship
- Training is workplace-based — no need to attend college
- Includes structured off-the-job learning (at least 20% of working hours)
- Regular support and reviews from your college tutor and workplace mentor
More training information
- GCSE Maths and English at Grade 2 or Functional Skills Entry 3 – essential
- Any additional qualifications or experience will be considered and may adapt your learning plan
Requirements
Essential qualifications
GCSE in:
Maths and English (grade 2)Other in:
Maths and English (grade Entry 3)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
- Physical fitness
Other requirements
Should you be successful you will be able to start employment as soon as we receive a satisfactory DBS and 2 satisfactory references.
About this company
Newbury Manor is a purpose-built care home in Oldbury, providing high-quality residential and nursing care for up to 56 residents. Our dedicated team is committed to supporting people with a wide range of care needs in a respectful and compassionate environment. The home is well situated near local transport links, making it easily accessible.
After this apprenticeship
On successful completion, you may be offered:
- A permanent position at Newbury Manor
- Progression to a Level 3 apprenticeship
- Further career development in care coordination or customer service or administration
Ask a question
The contact for this apprenticeship is:
SANDWELL COLLEGE
Gemma Taylor
apprentice@sandwell.ac.uk
0121 667 5018
The reference code for this apprenticeship is VAC1000329275.
Apply now
Closes in 17 days (Monday 21 July 2025 at 11:59pm)
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