Administrator Apprentice

Summary

To work within the learning environment at CGL to gain experience in order to develop the skills and knowledge which will assist you to complete your qualification and progress in your career. You will support the administrative team on the project named above (Be Smoke Free), learning about and contributing to the organisational and clerical aspects of the service.

Wage

£15,038 a year

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Training course

Customer service specialist (level 3)

Hours

37.5 hours per week, on a shift pattern basis. Exact days and shifts to be confirmed.

37 hours 30 minutes a week

Start date

Friday 29 August 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

You will be required to work flexibly across operational sites as required and work flexibly within an agreed number of hours to maintain the most appropriate level of service provision. This may include evening and weekend working. You will be expected to take responsibility for personal development, identifying personal training needs and participate in regular supervision and appraisal.

Your general roles and responsibilities will include:

As the first point of contact within the service, to ensure that telephone calls and visits from service users, outside agencies and CGL staff are dealt with promptly and courteously, transferring calls to appropriate personnel when necessary.
To ensure effective processing of correspondence, diary management and scheduling of meetings etc.
To take minutes at team and other meetings.
To assist with the maintenance of a general filing system within the project.
To assist in monitoring and ordering to meet office requirements.
To assist in maintaining and balancing local petty cash systems under the direction of the administrators.
To carry out photocopying as required.
To assist admin in ensuring record-keeping and communication within the project are maintained.
To gain an understanding of the operational requirements of the project base & Senior Management as required, e.g. room bookings, travel arrangements etc.
Support with your studies: 1 day per week will be provided for dedicated study time. If additional study time is required, then this can be negotiated with Line Management.

In carrying out the above duties, the post holder will:

Work flexibly across operational sites as required.
Work flexibly within an agreed number of hours of work to maintain the most appropriate level of service provision.
Seek to improve personal performance, contribution, knowledge, and skills.
Participate in appraisal, training, and supervision processes.
Keep abreast of developments in services and practice relevant to the aims of the service.
Ensure the implementation of all CGL policies.
Contribute to maintaining safe work systems and a safe environment.
Undertake other duties appropriate to your role.

It is desirable that a full driving licence and access to your own transport is held. However, this is not essential. You will be required to travel to nearby operational sites.

As an Administrator Apprentice at Change Grow Live - Phoenix Mill, you will be working towards the Business Administration Apprenticeship, over the duration of 15 months, alongside your daily roles and responsibilities.

Where you'll work

Phoenix Mill
M4 7HY

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 specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Customer Service Specialist Apprenticeship L3 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

The key dates provided should be used as a guide only. Should the right candidate be found, the position will close early.

About this company

CGL is a health and social care charity working with individuals, families and communities across England and Wales that are affected by drugs, alcohol, crime, homelessness, domestic abuse, and antisocial behaviour. Their projects, delivered in communities and prisons, encourage and empower people to regain control of their lives and motivate them to tackle their problems.

After this apprenticeship

On going training and development within the business.

Ask a question

The contact for this apprenticeship is: