Customer Service Apprentice
CINTRA LANGUAGE SERVICES GROUP LTD
CAMBRIDGE (CB1 1HW)
Closes in 28 days (Tuesday 30 September 2025 at 11:59pm)
Posted on 1 September 2025
Contents
Summary
As part of our customer service team, you will have a vital role in establishing exactly what our customers need. The role involves a wide variety of tasks, from sourcing interpreters and translators to dealing with police officers and handling phone calls, emails and customer requests.
- Wage
-
£16,770 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday 9am - 5pm with 30 minutes lunch break.
37 hours 30 minutes a week
- Start date
-
Wednesday 1 October 2025
- Duration
-
1 year 3 months
- Positions available
-
2
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
PURPOSE OF JOB
- Respond to customers’ requests for interpreters, establishing customer needs, then finding a suitably qualified interpreter
- Act as the link between the customer and interpreter to facilitate the provision of a high-quality service
- Support interpreters to deliver the service and to help maintain positive relationships
COMMUNICATES WITH
- Cintra’s customers (e.g. health, police, law, local government and business sectors)
- Cintra’s interpreters
- Cintra’s managers and staff
KEY DUTIES AND RESPONSIBILITIES
- Customer Service
- Act as the first point of contact to Cintra, responding appropriately to ensure excellent customer service to customers and interpreters.
- Bookings Co-ordinator
- Take bookings from Cintra’s customers accurately and completely by telephone, fax or e-mail, establishing their needs.
- Provide advice and guidance to customers on interpreting assignment issues and the practicalities of face-to-face interpreting.
- Where necessary, advise customers of the cost of their booking.
- Book appropriately qualified, experienced and cost-effective interpreters for assignments.
- Accurately record assignment information on the database.
- Confirm bookings with customers and interpreters.
- Follow up all bookings changes and issues on a timely basis e.g. cancellations, changes of date and time.
- Support and give guidance to interpreters (escalating to senior staff or other departments as appropriate) regarding their assignments or availability for work etc.
- Comply with Cintra’s bookings procedures.
- At the end of each shift update evening shift staff of any key issues e.g. complaints, non-attendance of an interpreter, difficulties in providing an interpreter etc.
- Contact the Duty Manager in cases of major incident e.g. loss of services (due to technical difficulties or employee sickness), high level complaints etc.
Health and Safety
- Contribute to the maintenance of a healthy and safe working environment.
- Take action to reduce the risk of harm to self and others.
- Confidentiality and Data Protection
- At all times maintain confidentiality, not disclosing to unauthorised persons matters of a confidential nature, for example information regarding staff, workers, customers or service users, or commercially sensitive information relating to Cintra.
- Ensure that confidential information held both physically and electronically is not accessible to unauthorised persons.
Where you'll work
8 WELLINGTON STREET
CAMBRIDGE
CB1 1HW
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DERBY BUSINESS COLLEGE LIMITED
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
Training schedule
- In addition to gaining practical experience in the role, you will also attain an NVQ Level 3 Customer Service qualification, which will help start your career and give you an insight into the business's processes and procedures
- Our training is all complete remotely via Teams with a development coach who will be available for support 24/7
- You receive 20% off-the-job training during this Apprenticeship, which is included in your weekly working hours
Requirements
Essential qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Customer care skills
- Administrative skills
- Logical
- Team working
- Initiative
- Non judgemental
About this employer
Cintra Language Services Group Ltd is a social enterprise which has developed into a leading language services agency providing high-quality interpreting and translation services to the public and private sectors throughout the United Kingdom and internationally.
https://www.cintra.org.uk/ (opens in new tab)
Company benefits
Birthday is not workday, 25 days holiday plus bank holidays, Great working environment, Hybrid working model (future opportunity).
After this apprenticeship
- After completion of the apprenticeship based on performance and personal progression, CLSG would offer permanent full-time employment in the bookings department.
Ask a question
The contact for this apprenticeship is:
DERBY BUSINESS COLLEGE LIMITED
Catherine
cat@dbc-training.co.uk
07508821784
The reference code for this apprenticeship is VAC1000339783.
Apply now
Closes in 28 days (Tuesday 30 September 2025 at 11:59pm)
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