Customer Service Practitioner Level 2 Apprentice

Gateshead Council

Gateshead (NE8 3DF)

Closes in 14 days (Thursday 11 September 2025)

Posted on 27 August 2025

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Summary

Business Gateshead operate seven vibrant Business Centres across Gateshead. We’re looking for a friendly and motivated apprentice to join our busy Business Centre reception team. You’ll be the first point of contact for visitors and tenants, helping with tenant support, calls, post and general administration.

Wage

£14,526.20 a year

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
37 hours per week.

37 hours a week

Start date

Tuesday 30 September 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

To provide a welcoming and professional reception service for tenants, visitors and callers to the Business Centre, while undertaking training and development towards a recognised qualification in Customer Service. 

Main duties include:

  •  Act as the first point of contact for visitors, tenants and clients 
  • Greet all visitors in a professional and friendly manner
  • Answer calls, respond to emails and direct enquiries appropriately 
  • Support with visitor sign-in procedures and security checks 
  • Handle incoming and outgoing post and deliveries 
  • Maintain accurate records, logs and systems 
  • Provide general administrative support 
  • Keep reception and communal areas presentable and welcoming 
  • Report maintenance or facility issues to appropriate staff members

Where you'll work

Baltic Business Quarters
Abbott's Hill
Gateshead
NE8 3DF

Training

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

Training provider

GATESHEAD COUNCIL

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.

Training schedule

Learning and Skills apprenticeship programmes are delivered through a mixture of face-to-face and virtual methods by our fully qualified and industry experienced apprentice training team. Using their expert knowledge gained from time spent in the industry, we've tailored our programmes to use the most up-to-date tools and technologies so that the skills we create can be used directly in the workplace. As one of our learners, you'll benefit from coaching, help and guidance from our dedicated team whose job it is to ensure your success. Successful completion of this apprenticeship gives you an accredited Customer Service Practitioner Level 2 Apprenticeship qualification.

Requirements

Essential qualifications

GCSE in:

  • English (grade 4)
  • Maths (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Problem solving skills
  • Team working
  • Initiative

About this employer

Gateshead Council serves around 196,000 residents, delivering a wide range of services including housing, education, social care, transport, leisure and environmental services. The council employs over 4,000 staff and works with local partners, businesses and communities to improve the borough and support economic growth. Business Gateshead plays a vital role by offering business support and managing business centres that provide the right environment for companies to start, grow and thrive.

Disability Confident

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Opportunity to apply for internal vacancies.

Ask a question

The contact for this apprenticeship is:

GATESHEAD COUNCIL

On Point Apprenticeships

0191 433 8727

The reference code for this apprenticeship is VAC1000339121.

Apply now

Closes in 14 days (Thursday 11 September 2025)

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