Customer Service Apprenticeship

Summary

The role of a customer service practitioner in Student Services is to deliver high quality services and support to the customers of Oldham College. Your actions will influence the customers experience and their satisfaction with the services we offer.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Customer service practitioner (level 2)

Hours

Monday to Friday 9am- 5pm

36 hours 42 minutes a week

Start date

Monday 23 June 2025

Duration

1 year 3 months

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

You will demonstrate excellent customer service skills and behaviours as well as product knowledge when delivering to our customers. You will provide service in line with the organisation’s strategic plan and standards and within appropriate regulatory requirements.

Main Duties and Responsibilities

Your core responsibility will be to provide a high quality service to customers and stakeholders which will be delivered from the workplace or digitally
These may be one-off or routine contacts and include dealing with orders, offering advice, guidance and support, meet-and-greet, fixing problems, after care or gaining insight through measuring customer satisfaction
You will be the first point of contact in Student Services, dealing with enquiries regarding courses, Bursary and general student and stakeholder enquiries in the Student Services office
Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media

General

All employees of Oldham College Corporation are required to actively promote and work within the policies, procedures, regulations and codes of conduct of the Corporation
All employees of the Corporation are required to work within and contribute to the achievement of the College strategic plan
To undertake such other duties that may be reasonably required commensurate with grade
Be committed to personal professional/vocational development and participate in the College’s appraisal process and training and development activities as required
All employees of the Corporation are required to undertake such professional development and skills updating as required by the College and/or required by the changing demands of their role
To work flexibly, which may include evenings, open days, and possibly weekends

Equality and Diversity:

It is the responsibility of the post holder to promote equality and diversity throughout the College
The post holder will undertake their duties in full accordance with the College’s policies and procedures relating to equal opportunity and diversity

Health and Safety:

To promote health, safety and welfare throughout the College
To undertake their duties and responsibilities in full accordance with the College’s Health and Safety Policy and Procedures

This job description is a summary of the key areas of responsibility

It is not a definitive list
The details contained in this job description, particularly the principal accountabilities, reflect the content of the job at the date the job description was prepared
It should be remembered however, that over time, the nature of individual jobs will inevitably change; existing duties may be lost, and other duties may be gained without changing the general character of the duties of the level of responsibility entailed
You are required to work flexibly to meet the needs of the service and along with your line manager, make suggestions to vary the scope and application of your responsibilities within a reasonable framework appropriate to this level of post
The College will expect to revise this job description from time to time and will consult with the post holder at the appropriate time

Where you'll work

Rochdale Road
Oldham
Greater Manchester
OL9 6AA

Training

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

College or training organisation

THE OLDHAM COLLEGE

Your 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.

Your training plan

Off the job training will take place at Oldham College one day a week

Requirements

Desirable qualifications

GCSE in:

English and Maths (grade Grade 4-9 (A*-C) essential)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

Safeguarding Children and Vulnerable Adults: The College is committed to providing a safe environment in which children, young people and vulnerable adults can develop educationally, socially and emotionally, free from abuse, and expects all members of staff to share this commitment. • It is the responsibility of the post holder to commit to safeguarding and promoting the welfare of children and vulnerable adults within the College. • The post holder will undertake their duties in full accordance with the College’s policies and procedures relating to safeguarding and promoting the welfare of children and vulnerable adults, e.g., dealing with learner issues i.e., safeguarding and referring on to specialist staff. • This position is subject to an enhanced criminal records check from the Disclosure & Barring Service (DBS) and will be subject to satisfactory clearance of this check. • If this position is classed as Regulated Activity, it is subject to an Adult & Child barring check.

About this company

Oldham College was established in 1893 after a donation from the Platt family, a famous textile machinery manufacturer. Today, the College offers an extensive range of qualifications in a variety of areas including digital and creative, performing arts and media, financial and professional services, sport, travel and public services, construction and the built environment, caring professions plus retail and commercial. Vocational education is more important than ever with businesses wanting to take on new staff with the right skills and knowledge to work in their sector. We work closely with employers to ensure we are providing courses and developing students in sectors that are relevant, growing and have lots of opportunities. These employers contribute to the development of our curriculum and help in other ways such as providing work experience, master classes, workshops and much more.

https://www.oldham.ac.uk/ (opens in new tab)

After this apprenticeship

Full time employment for the right candidate

Ask a question

The contact for this apprenticeship is:

THE OLDHAM COLLEGE

Deborah Wynn

deborah.wynn@oldham.ac.uk

01617853586

The reference code for this apprenticeship is VAC1000320278.

Apply now

Closes on Friday 20 June 2025

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