Customer Service Practitioner Apprentice
City of Sunderland College
Sunderland (SR3 4AH)
Closes in 24 days (Monday 16 March 2026 at 11:59pm)
Posted on 19 February 2026
Contents
Summary
To assist the Student Services Team Leader and Front of House Team to provide efficient and effective customer focussed administration services to the College. To assist with the organisation and administration of meetings and events. To undertake any other administrative duties.
- Wage
-
£15,392 a year
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday to Friday, shifts within 8am to 5.30pm to be agreed.
37 hours a week
- Start date
-
Monday 4 May 2026
- 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
- To assist in the administration of all services to ensure all activities are fulfilled satisfactorily with attention to detail.
- Support the overall team in the purchasing, monitoring and distribution of materials and resources.
- To provide a welcoming, professional, friendly and courteous reception service to customers, visitors and members of staff and participate fully in promoting a professional and positive
image by acting as an ambassador of the College at all times. - To provide printing/photocopying services as and when required and liaise with internal customers regarding their requirements as necessary.
- To assist the Student Services Team Leader to prepare appropriate plans, rotas and room bookings to support with meetings and other activities and liaise/communicate with relevant services/managers/staff from across the College.
- To adhere to the security procedures and general confidentiality required within this department.
- To travel and work within other sections in the department where requested to maintain the administration and governance function enabling cover to be provided when requested.
- To undertake any other administrative duties of a general nature appropriate to the level of responsibility of the post as required.
Where you'll work
Bede Centre
Durham Road
Sunderland
SR3 4AH
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
CITY OF SUNDERLAND COLLEGE
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
Apprenticeship in Customer Service Training will take place predominantly at Bede Campus, however there may be occasional travel to other sites – arrangements will be made with line manager and travel support given where required.
Requirements
Essential qualifications
GCSE or equivalent in:
- English (grade 4-9)
- Maths (grade 4-9)
Desirable qualifications
GCSE or equivalent in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Administrative skills
- Attention to detail
- Communication skills
- Customer care skills
- Iniative
- IT skills
- Logical
- Non-judgmental
- Organisation skills
- Patience
- Problem solving skills
- Team working
About this employer
Sunderland College has been delivering highly successful courses for more than 20 years and is one of the largest providers of post-16 education in the North East with approximately 14,300 students. The College has two campuses across the city of Sunderland, offering a wide range of academic and vocational provision for school leavers and adults. The College aims to develop and positively shape lives, communities, and the economy through teaching, learning and development of skills. Our students consistently achieve outstanding results and Sunderland College has been ranked in the top 25% in the country for student achievement rates. In October 2024, we were ranked as Ofsted outstanding, and we are proud of our diverse student and staff community that provide our students with bespoke education pathways to help them achieve their future career goals.As an employer, we prioritise cultivating a supportive and inclusive workplace culture, where our staff can thrive and grow. We recognize that our employees are our greatest asset, and we are deeply committed to investing in their professional development and overall wellbeing.
After this apprenticeship
Possibility of full-time employment upon completion of apprenticeship.
Ask a question
The contact for this apprenticeship is:
CITY OF SUNDERLAND COLLEGE
The reference code for this apprenticeship is VAC2000016538.
Apply now
Closes in 24 days (Monday 16 March 2026 at 11:59pm)