Customer Service Apprentice (Student Services)
HEART OF MERCIA
Worcester (WR5 2LU)
Closes in 10 days (Monday 16 March 2026 at 11:59pm)
Posted on 23 February 2026
Contents
Summary
You will be required to perform reception duties and undertake administrative tasks within a dynamic team.
If you want to work in a fast-paced environment and enjoy working with young people, then this could be the role for you.
- Wage
-
£14,526.20 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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Monday to Friday 8.30am to 4.30pm with half an hour unpaid for lunch break and one day finishing at 4.00pm. There may be some days that start at 8.00am if there is a need to cover reception.
37 hours a week
- Start date
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Monday 24 August 2026
- Duration
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1 year 4 months
- 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
- To assist on Reception and the immediate area, welcoming and supervising visitors.
- To respond to information and advice queries from students, parents, and external organisations, referring where appropriate.
- To assist in the management of department’s diaries and booking students with advisers for careers interviews, including mock interviews and personal statement checking.
- To assist students (and ex-students) with basic UCAS enquiries, such as UCAS registration.
- To liaise with the Student Services Head of Department and Marketing team to promote Student Services events and activities using graphics and social media
- Throughout College: Update College TV information screens, liaise with the IT team to develop focused student PC desktop promotion, Impact etc.
- Updating Careers boards as appropriate (yearly plan).
- Externally: College website, Instagram etc.
- To help in the update of departments resources i.e. careers leaflets, booklets, virtual communication (TV screens, p.c. screensavers etc.)
- To assist the Travel & Finance Officer with the following tasks:
- Bus passes: Making the bus pass up, distribution and recording
- Locker keys: To organise the allocation of student lockers and maintain appropriate records.
- To ensure the Student Services area is kept tidy.
- To keep the stationery cupboard stocked and replenish booklets and forms used in the Student Services area when necessary.
- To assist with administrative tasks, type correspondence and input data as instructed.
- To complete College Visitor Forms when necessary.
Where you'll work
Worcester Sixth Form College
Spetchley Road
Worcester
WR5 2LU
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED
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
Formal training is delivered at HWGTA, located at McKenzie Way, Worcester WR4 9GN.
You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote. – Customer Service
Additional training for functional skills in English and Maths will be undertaken if needed.
You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your
Customer Service Level 2 qualification.
More training information
There is also a five-day teambuilding residential trip that is held in the spring of each year offered to all apprentices on programme.
Requirements
Essential qualifications
GCSE in:
Desirable 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
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Administrative skills
- Team working
- Initiative
Other requirements
The College and all its personnel are committed to safeguarding and promoting the welfare of children, young persons and vulnerable adults. This position is subject to an Enhanced Disclosure and Barring Service (DBS) check.
The successful candidate will be entitled to 25 days annual leave plus bank holidays. It would be preferred that annual leave is taken during the College holiday periods where possible.
About this employer
Worcester Sixth Form College are specialists in the education of 16-19 year olds and our staff are experts in meeting the needs of this age group. Every year we admit 900 or so students from the whole county of Worcestershire and from surrounding areas. This enables us to offer an exceptionally wide range of courses and flexible programmes in which any course can be combined with virtually any other course. Our students are highly successful, not just academically, but in many other kinds of endeavour, including sports, performing arts, music, Duke of Edinburgh, charity fund raising and a wide variety of other extra-curricular areas.
After this apprenticeship
Upon the successful completion of the apprenticeship and reviews with your line manager, there may be the possibility of further employment.
Ask a question
The contact for this apprenticeship is:
HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED
Emily Jackson
emily.jackson@hwgta.org
01905330732
The reference code for this apprenticeship is VAC2000017191.
Apply now
Closes in 10 days (Monday 16 March 2026 at 11:59pm)