16131 - Operational Support Grade - Advance Into Justice (West Midlands) Apprenticeship

HM Prison & Probation Service

Recruiting nationally

Closes in 20 days (Tuesday 28 April 2026)

Posted on 8 April 2026

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Summary

This apprenticeship is a role within the Civil Service. To see full details of the apprenticeship click on ‘apply’ to go to the Civil Service Jobs website.

Wage

£29,432 a year

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Training course
Customer service practitioner (level 2)
Hours
Click apply to see full details of the working week for this apprenticeship.

37 hours a week

Start date

Friday 1 May 2026

Duration

2 years

Positions available

100

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

This apprenticeship is a role within the Civil Service. To see full details of the apprenticeship click on ‘apply’ to go to the Civil Service Jobs website.

Where you'll work

Birmingham, West Midlands (England), B18 4AS : Tardebigge, West Midlands (England), B97 6QS : Sudbury, East Midlands (England), DE6 5HW : Foston, East Midlands (England), DE65 5DN : Stafford, West Midlands (England), ST16 3AW : Sturbridge, West Midlands (England), ST21 6LQ : Werrington, West Midlands (England), ST9 0DX : Stoke Heath, West Midlands (England), TF9 2JL : South Littleton, West Midlands (England), WR11 8TZ : Lichfield, West Midlands (England), WS14 9QS

Training

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

Training provider

To be confirmed

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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

English and Maths (grade C)

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

Skills

Click apply for details

About this employer

You can see full details of this apprenticeship on Civil Service Jobs.

After this apprenticeship

You can see full details of this apprenticeship on Civil Service Jobs.

Ask a question

The contact for this apprenticeship is:

To be confirmed

The reference code for this apprenticeship is VAC2000025443.

Apply now

Closes in 20 days (Tuesday 28 April 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.