Customer Enquiries Apprentice

Summary

You will be part of a team that provide friendly and efficient customer enquiry service, being the first point of contact in dealing with queries, information, advice and guidance for new and existing students, college staff and visitors either face to face through the reception areas and information centre or by telephone through the call centre.

Wage

£14,526.20 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 specialist (level 3)

Hours

37 hours on a flexible basis and on a rota basis between 8.00am - 8.30pm, Monday - Friday.

37 hours a week

Start date

Tuesday 26 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

Work across the various functions of the frontline service including reception on any of the college sites, call centre and online chat, providing an effective administration service, supporting with clerical duties
Take telephone enquiries and arrange follow up calls, action answerphone messages as they are received
Organise and maintain a filing system for letters and visits
To support the team with an efficient data entry support service
Operate the reception till and ensure receipt of all monies

Where you'll work

Derby Road
Mansfield
Nottinghamshire
NG18 5BH

Training

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

College or training organisation

WEST NOTTINGHAMSHIRE COLLEGE

Your training course

Customer service specialist (level 3)

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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

Level 3 Customer Service Specialist apprenticeship standard
This is a work based programme which means that all of your learning will take place on the site of your employment and within your contracted working hours. We host supporting workshops regularly throughout the apprenticeship which you can attend in person at our Derby Road campus or virtually via Microsoft Teams
You will work with expert assessors to develop new knowledge, skills and behaviours within the profession
You will experience a blended learning model
You will gather learning evidence, journals and off-the-job records using your e-portfolio
At the end of the planned learning period, it will be agreed that you are ready to enter 'Gateway' and for your End Point Assessment to be arranged
Level 3 Customer Service qualification

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

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
Administrative skills
Logical
Team working
Initiative
Non judgemental
Patience
Reliability

Other requirements

Please be aware that you may be required to work at any of the college sites, so travel considerations should be made.

About this company

West Nottinghamshire College group are a local college provision with 4 sites across the Mansfield and Kirkby areas. Each year the college provides education and training to around 14,000 full and part time students and apprentices. The college provides education and training across all major sectors from entry to university level. At the college, we embrace and encourage all those who are driven to better themselves, achieve their goals and reach new heights.

http://www.wnc.ac.uk (opens in new tab)

After this apprenticeship

The progression from the apprenticeship would be longevity within the business, looking to work towards future qualifications to join the business as a highly skilled and knowledgeable member of the team.

Ask a question

The contact for this apprenticeship is:

WEST NOTTINGHAMSHIRE COLLEGE

Karen

apprenticeships@wnc.ac.uk

01623 900632

The reference code for this apprenticeship is VAC1000330578.

Apply now

Closes on Sunday 17 August 2025

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