Apprentice Customer Service Administrator - (SEND Team)

Kirklees College

West Yorkshire (HD1 3LD)

Closes in 12 days (Wednesday 15 April 2026 at 11:59pm)

Posted on 27 March 2026

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Contents

Summary

The post holder will be a member of the Special Educational Needs and Disabilities (SEND) Team within the Student Experience Department based across all college sites.

Wage

£15,392 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

After 12 months the rate of pay will increase to the National Minimum Wage relevant to a candidate's age.

Training course
Customer service practitioner (level 2)
Hours
Monday – Friday – hours to be confirmed (TBC) – You will be required to work across all of our centres, which are located in Huddersfield and Dewsbury.

37 hours a week

Start date

Monday 6 July 2026

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

In the first instance, your duties and responsibilities are listed below, including the critical success factors relating to the post. As the needs of the college change, you will be expected to take on or drop responsibilities as directed by the Line Manager.

Critical Success Factors:

  • Maintenance of records and relevant systems
  • Completing relevant documentation
  • Handling, managing and producing accurate data and reports
  • Liaising with relevant internal and external contacts and departments
  • High functioning ability in the use of Microsoft Office Suites

Role Specific Responsibilities:

  • Day-to-day SEND administration
  • Monitoring or/and sending of documentation relating to EHCP annual reviews
  • Monitoring and responding to the SEND email inbox

Other Duties and Responsibilities:

  • General administrative duties as required by the department and manager. (Filing, scanning, postal distribution)
  • Efficient organisation of admin processes and procedures in relation to SEND
  • Proficient use of Microsoft Office and Outlook
  • Dealing with requests for information
  • Filing and recording of confidential data and records

General Duties and Responsibilities:

The post holder is required to:

  • Perform their duties in accordance with the college’s Equality Policy, undertaking mandatory training as required by the college.
  • Show a commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults, undertaking mandatory training as required by the college
  • Perform his/her duties in a manner that respects British values, including individual liberty and mutual respect and tolerance of different faiths and beliefs
  • Demonstrate a commitment to the college’s values and behaviour of Excellence, Integrity, Equality, Respect, Care, Efficiency, and Innovation
  • Ensure the health and safety of all staff and resources within his/her area(s) of responsibility, i.e. delegated responsibility in relation to the nature of the post holder’s duties and personal responsibilities as per Sections 7 and 8 of the Health and Safety at Work Act 1974
  • Participate in the college’s Performance Management Review Scheme
  • Undertake Continuous Professional Development (CPD) relevant to his/her post
  • Demonstrate core competencies as required by the role
  • Demonstrate commitment to the college’s whole organisational approach to improving standards of literacy, numeracy, and language in line with the national Skills for Life Strategy and the college’s in-house Skill Up programme
  • Perform any other duties as may be reasonably required from time to time by the Principal and Chief Executive, through the LDD Team Leader

As part of your contract of employment, completion of the Apprenticeship Training Programme forms part of your duties as well as helping with your personal and professional development; the requirements to complete the programme are as follows:

  • Attend and be punctual for all induction sessions, lessons and work-based training/support sessions
  • Complete all required assignments with by the required timeline
  • Build up your portfolio of ongoing evidence
  • Access support from your tutor/assessor and your manager 

Where you'll work

Huddersfield Centre
Manchester Road
Huddersfield
West Yorkshire
HD1 3LD

Training

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

Training provider

KIRKLEES COLLEGE

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

Overview of the Customer Service Level 2 Apprenticeship Standard.

The role of a customer service practitioner is to deliver high-quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.

The standard covers the following:

Knowledge:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours/Attitude:

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time”

You will complete an End Point Assessment. This will involve the following:

  • Showcase/Portfolio
  • Interview
  • Practical observation
  • Professional discussion

You are given time off, one day per week, to study; you are required to attend Kirklees College, Huddersfield Centre. You will also attend other meetings via Teams to complete work for your apprenticeship. The study day is a Wednesday.

More training information

Our college values inspire us in all our everyday work – when we created them we all had a voice in shaping our values, and we’re proud of what we came up with together:

Kindness, Unity and Excellence.

Our values are important to us all and drive everything that we do and believe.

  • Embedding safeguarding into your working practices and escalating any safeguarding concerns immediately in line with the College’s safeguarding policy.
  • Embedding Health and Safety best practices and ensuring a safe working environment for everyone within your area of responsibility, according to the Health and Safety at Work Act.
  • Being a champion and advocate for Equality and Diversity throughout College.
  • Behaving in a manner that displays British values.
  • Being committed to reviews of your performance and your own.
  • Continuous Professional Development.
  • Any other duties commensurate with your role that may be required from time to time. 

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 4 or C or equivilent)

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
  • Non judgemental
  • Patience
  • Excellent timekeeping
  • Excellent attendance

Other requirements

  • There are good transport links by bus/train. Please check the cost and time it will take to travel. 
  • As a member of the College Student Support team, the post holder will work in an environment of constant change and pressure where an amount of personal decision-making and judgement is required. 
  • The post holder must have the ability to work with a wide range of people of all ages from very different backgrounds with very different needs and to respond accordingly to support those needs.
  • The duties and responsibilities attached to this role demand a flexible approach to work, which will include occasional evenings and very occasional Saturdays. 
  • The post holder will be required to adhere to a dress code as directed by the SEND Lead Administrator.

About this employer

Our mission is creating opportunities, changing lives and this is at the heart of everything we do. The college has a common set of values for both students and staff: Kindness, Unity and Excellence, and they define how we behave and interact with each other. Kirklees College is a uniquely vocational college whose student community reflects the diversity of the local area. We offer inspirational teaching in industry standard, state-of-the-art facilities and ensure curriculum is developed with employers to enable students to progress. At Kirklees College we aim to foster an honest and compassionate approach to ourselves, our people and environment, develop a shared purpose across our community, and set a culture of high aspiration, expectation and success. We strive to be ahead of the curve in our approach to teaching and learning and be a first-choice provider for students and industry alike. With over 10,000 students on full-time and part-time courses, and apprenticeships, we provide seven bespoke centres across the Kirklees region, from two main centres based in Dewsbury and Huddersfield, and dedicated learning centres for Animal Care, Construction, Engineering, Process Manufacturing and Higher Education.

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

Company benefits

Staff discounts & pension.

After this apprenticeship

There may be an opportunity for a full-time job opportunity at the end of the apprenticeship, subject to satisfactory employment, and completion of the apprenticeship and if there is a role available.

Ask a question

The contact for this apprenticeship is:

KIRKLEES COLLEGE

Nichola Barnes

apprenticeships@kirkleescollege.ac.uk

07788390025

The reference code for this apprenticeship is VAC2000021011.

Apply now

Closes in 12 days (Wednesday 15 April 2026 at 11:59pm)