Service Desk Apprentice

Summary

We are seeking a talented 1st Line Service Desk Agent to join our support service desk. In this role, you will be responsible for providing 1st line support to our teams across the UK with all internal software applications.

Wage

£30,160 a year

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Training course

Customer service practitioner (level 2)

Hours

40 hours per week on a shift pattern basis, including weekend working. Exact shifts to be confirmed.

40 hours a week

Start date

Wednesday 13 August 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

While learning with GLL your role will include:

● Providing excellent customer service for colleagues across the business

● Triaging and managing incoming enquiries and supporting resolving as required

● Handling support calls and tickets logged by the business

● Maintaining accurate records and adhering to GLLs policy and procedures

● Working with a team that is integral in supporting the business on a daily basis

GLL has a great range of benefits for its employees:

● A Values driven organisation with learning & development to support career development

● Discounted gym membership for you and your partner

● Discounts across thousands of retailers (GLL Extras)

● 25% off Red Letter Days & Buy A Gift

● 20% off GLL spa experience treatments and associated products.

● Ride to work scheme

● Free eye tests and discounted glasses

● Good Pension schemes

● Exclusive discounts on our villas in Portugal & Ski Chalets in Bulgaria

● Health assurance

● We are an inclusive employer. We seek and welcome diversity in our teams.

At GLL, you will be working towards a Customer Service Practitioner Level 2 Apprenticeship Qualification over the course of 15 months.

Where you'll work

Middlegate House
SE18 6SX

Training

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

College or training organisation

LIFETIME TRAINING GROUP LIMITED

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

Customer Service Practitioner Apprenticeship Level 2 including Functional Skills in maths and English

Requirements

Desirable qualifications

Other in:

None required (grade None required)

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

Team Working
Organisation Skills

Other requirements

The key dates provided should be used as a guide only, if the position is filled, the vacancy will be taken down.

About this company

As a Charitable Social Enterprise and workers cooperative GLL has grown over the last 30+ years to become the UK's largest public leisure and libraries operator, managing over 375 facilities across England, Wales and Northern Island. As a staff owned business, we ensure all our people are paid fairly and in 2023 were awarded with Investors in People Gold status, whilst offering a range of meaningful careers and training for everyone in our local communities.

After this apprenticeship

GLL prides itself on its internal Learning & Development and internal promotion levels, there is scope for the right candidate to move to Level 3 apprenticeships either in customer service or digital

Ask a question

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