What you’ll do at work
This is a varied and hands-on apprenticeship role designed to help you develop new skills and take on increasing responsibility as you progress. You’ll support the wider team across day-to-day operations while gaining practical, real-world experience in a professional office environment.
Key responsibilities will include:
Using Microsoft Office, particularly Word and Excel
Welcoming visitors and dealing with enquiries in a professional and friendly manner
Answering the telephone and handling calls confidently and courteously
Providing refreshments for visitors when required
Accurately inputting data onto internal systems
Supporting team members across the business as needed
Responding to requests for information
Assisting with admin, marketing, social media and AI-led processes
Following company policies and promoting best practice
As part of your employment, you will complete a structured Apprenticeship Training Programme, supporting both your personal and professional development. This includes:
Attending and being punctual for all inductions, lessons and work-based training sessions
Completing assignments within agreed timescales
Building and maintaining an ongoing portfolio of evidence
Accessing support from your tutor, assessor and manager whenever required
This is not an exhaustive list of duties. You will be expected to take on additional tasks relevant to your role as the business evolves, giving you valuable exposure and the opportunity to grow within the company.
Your training plan
Overview of Customer Service Level 2 Apprenticeship Standard
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.
The standard covers the following:
Knowledge:
Knowing your customers
Understanding the organisation
Meeting regulations and legislation
Systems and resources
Your role and responsibility
Customer experience
Product and service knowledge
Skills:
Interpersonal skills
Communication
Influencing skills
Personal organisation
Dealing with customer conflict and challenge
Behaviours / Attitude:
Developing self
Being open to feedback
Team working
Equality – treating all customers as individuals
Presentation – dress code, professional language
“Right first time”
You will complete an End Point Assessment this will involve the following:
Showcase/Portfolio
Interview
Practical Observation
Professional Discussion
You are given one day per week as time off to study; you will attend classes face to face at Kirklees College in Huddersfield. The study day is a Wednesday.
After this apprenticeship
There is a strong possibility that you will gain a permanent position following successful employment as well as achievement of the full apprenticeship qualification.
There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship qualifications.
