NVQ Level II Customer Service Apprenticeship

Summary

Vibrant City Centre location. Monday - Friday 9.00am to 5.00pm, 35 hours per week. To provide high quality administrative support, assisting in the efficient, professional operation in the Mathew Street Office. Great opportunities to progress within the role and business.

Wage

£13,741 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)

N/A

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday 9.00am-5.00pm.

35 hours a week

Start date

Monday 8 September 2025

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

Operating switchboard and multiple incoming call services
Ensuring accurate messages are passed on to the correct person
Greeting clients and managing clients in reception area
Receiving monies and providing receipts to clients
Organise & log internal and external post (Royal Mail, DX and Deliveries)
Distribution of faxes and messages
Routine administration tasks and archiving storage
Recording of employee attendance and absence
Scanning and attaching post & documents to legal system
Organising hospitality requirements and providing secretarial support to various departments

Where you'll work

20-24 MATHEW STREET
LIVERPOOL
L2 6RE

Training

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

College or training organisation

HUGH BAIRD 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 (office based) with time scheduled out on a weekly basis, for apprenticeship work to be completed.

More training information

Apprenticeship Provider - Hugh Baird College, Balliol Road, Bootle, Liverpool, L20 7EW
5 days per week within an office environment, including off the job training with regular reviews and meetings with the course provider.

Requirements

Essential qualifications

GCSE in:

English (grade C)
Maths (grade C)

Desirable qualifications

GCSE in:

Any other subject (grade C)
Any other subject (grade C)

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
Presentation skills
Administrative skills
Number skills
Team working
Initiative
Patience

About this company

Longstanding legal firm of solicitors providing first-class advice and meeting the legal needs of companies and individuals

http://www.gadlegal.co.uk (opens in new tab)

Company benefits

Enrolment onto Medicash.

After this apprenticeship

Great opportunities to progress within the role and business.

Ask a question

The contact for this apprenticeship is: