People and Field Services Apprentice
NATIONAL CENTRE FOR SOCIAL RESEARCH
London (EC1V 2AB)
Closes in 15 days (Thursday 5 November 2026)
Posted on 19 October 2026
Contents
Summary
Instant Impact in partnership with NatCen (The National Centre for Social Research) are hiring two People and Field Services Apprentices to join the People Services team. This is an opportunity to build a career in customer service, people operations or business support while completing a Customer Service Specialist Level 3 Apprenticeship.
- Wage
-
£20,000 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday- Friday 9.00am- 5.00pm.
35 hours a week
- Start date
-
Thursday 12 November 2026
- Duration
-
1 year 6 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 provide professional, responsive and customer-focused support to employees, managers and field colleagues. Working across People Services, Data Collection and Field, you will help keep enquiries, records, onboarding activity and operational tasks moving accurately and on time.
What you’ll do:
- Be a helpful first point of contact - Respond to routine enquiries through shared inboxes, Microsoft Teams, telephone and other agreed channels
- Take ownership from start to finish - Track tasks, keep people informed, follow up outstanding actions and escalate sensitive or complex issues appropriately
- Support the employee and worker lifecycle - Help with recruitment, onboarding, record updates, compliance activity and leaver processes
- Keep accurate records - Update HR and operational systems, trackers and documents while handling personal and confidential information securely
- Coordinate fieldworker activity - Support recruitment, onboarding, training, PeopleSafe registration, checks, communications and operational initiatives
- Produce clear administration and communications - Prepare letters, reports, spreadsheets, meeting notes and routine updates for different audiences
- Work across teams and priorities - Support People Services, Data Collection and Field during changing priorities, seasonal pressures and peaks in workload
- Improve the customer experience - Spot recurring issues and suggest practical ways to simplify processes, improve guidance and strengthen service quality
- Complete your apprenticeship - Take part in off-the-job learning and assessments, then apply your learning in the workplace
Where you'll work
National Research 250 City Road
London
EC1V 2AB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
CAPITAL CITY COLLEGE
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
Customer service specialist (Level 3)
Requirements
Essential qualifications
GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Customer care skills
- Problem solving skills
Other requirements
As well as the salary and apprenticeship development opportunity, you will be working for the largest independent social research organisation in the UK. NatCen’s benefits include: 25 days holiday, plus eight bank holidays, and flexible working, Generous company pension scheme, Life insurance and health cash plan.
About this employer
The National Centre for Social Research (NatCen) is a registered charity and is the largest independent and not-for-profit social research organisation in the UK. At the National Centre for Social Research, we're driven by the belief that social research has the power to make life better. Our research influences policy makers, practitioners, academics and the media, shaping our understanding of the world we live in and how it is changing. We have a staff workforce of 360 with around 700 interviewers/ freelance workers
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- Career development, professional subscriptions support and mentoring support from industry-leading experts
Ask a question
The contact for this apprenticeship is:
CAPITAL CITY COLLEGE
The reference code for this apprenticeship is VAC2000059963.
Apply now
Closes in 15 days (Thursday 5 November 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.