Customer Service Apprentice

Plymouth City Council

Plymouth (PL1 1QX)

Closes in 20 days (Friday 6 February 2026 at 11:59pm)

Posted on 16 January 2026

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Summary

OCSW is looking for a motivated apprentice to join our Learner Services Team. This is an excellent opportunity to gain hands-on experience in customer service and admin. This is a front-facing role on the reception front desk, welcoming learners, clients, employers, and the public. You will be the first point of contact for visitors.

• Wage:

  £14,526.20 to £23,492.04, depending on your age

  National Minimum Wage

  Check minimum wage rates (opens in new tab)

  Actual Wage - NVQ L2 (£11.20 - £12.21 per hour)

• Training course: Customer service practitioner (level 2)
• Hours: Monday - Friday 8:45am-5pm (to be discussed at the interview).

  37 hours a week

• Start date:

  Monday 2 March 2026

• 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

As a Customer Service Apprentice, you will support the Learner Services Team with a wide range of customer service and administrative duties. You will develop strong communication, organisational, and digital skills while contributing to the smooth day-to-day running of learner and apprenticeship services.

Key areas of work include:

• Providing front desk reception cover, welcoming learners, clients, employers, and members of the public in a friendly and professional manner.
• Handling enquiries via face-to-face contact, telephone, and email, ensuring accurate information and timely responses.
  Supporting learner enrolment, onboarding, and the completion of learner documentation.
• Maintaining accurate learner and apprenticeship records, both digital and paper-based.
• Assisting with apprenticeship paperwork, compliance evidence, and data entry.
• Liaising with employers regarding documentation, learner reviews, and general enquiries.
• Managing appointment bookings and directing visitors and calls appropriately.
• Preparing certificates, letters, and other routine administrative documents.
• Supporting the Apprenticeship Manager with audit preparation and reporting tasks.
• Assisting with general office administration, including meeting scheduling, communications, and system housekeeping.

Where you'll work

On Course Southwest
Floor 1 Cobourg House Mayflower Street
Plymouth
PL1 1QX

Training

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

Training provider

PLYMOUTH CITY COUNCIL

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

The apprentice’s training will take place both at work and through college days with ON Course South West. Most of the practical training and day-to-day learning will happen in the workplace, allowing the apprentice to gain valuable hands-on experience. Additionally, there will be regular college sessions held at ON Course South West, where the apprentice will develop their knowledge and complete coursework in a classroom environment.

Training will typically occur on a set day at OCSW, with the remainder of the time spent working and applying skills on the job. This combination ensures a balanced approach to learning, blending practical work-based training with formal study.

The college sessions take place at:
ON Course South West, Coburg House, Mayflower Street, Plymouth, PL1 1QX.

Requirements

Essential qualifications

GCSE in:

• English (grade 4-9 (A*-C))
• Math (grade 4-9 (A*-C))

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
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience

Other requirements

The Disclosure & Barring Service Check requirement for this post is:

Enhanced Check + DBS Children’s Barred List & DBS Adult’s Barred List.

Basic ICT skills, including confidence using Microsoft Office and Google Workspace, email, and digital systems.

Ability to organise tasks, manage time effectively, and work to deadlines.

Ability to work independently as well as part of a team.

A willingness to learn, take feedback, and develop new skills.

Previous customer service experience is desirable but not essential, as full training will be provided.

About this employer

ON Course South West is a well-established training provider dedicated to delivering high-quality apprenticeships and vocational training across the South West region. We specialise in supporting individuals to develop the skills and knowledge needed to succeed in their chosen careers, working closely with employers to provide tailored training solutions. Our experienced team is committed to guiding apprentices throughout their learning journey, combining practical workplace experience with structured college-based study. We pride ourselves on offering excellent support to both apprentices and employers, ensuring positive outcomes and long-term career progression.

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

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

After successfully completing the Customer Services Level 2 Apprenticeship, apprentices will have developed a strong foundation of customer service skills and knowledge, enabling them to progress into a range of career opportunities. Where a suitable role is available within the business, we are happy to support the apprentice in applying for a permanent position.

Alternatively, we are committed to helping apprentices explore other career pathways and will provide guidance and support with job applications and interview preparation to help them secure a role that aligns with their skills and interests.

Potential career progression routes may include roles such as Customer Service Advisor, Senior Customer Service Assistant, Contact Centre Operative, or Team Leader. Apprentices may also choose to continue their development through further study, such as a Level 3 Customer Service Apprenticeship or related qualifications.

This apprenticeship provides an excellent stepping stone for individuals looking to build a successful career in customer service and related sectors.

Ask a question

The contact for this apprenticeship is:

PLYMOUTH CITY COUNCIL

The reference code for this apprenticeship is VAC2000009214.

Apply now

Closes in 20 days (Friday 6 February 2026 at 11:59pm)