Guest Services Apprentice Team Member

Summary

Kickstart your career in customer service at Spring Lakes Water sports & Leisure! This apprenticeship is all about helping customers have an amazing time - handling bookings, answering enquiries, and ensuring every visit runs smoothly. Gain hands-on experience, a qualification, and enjoy great staff perks, including activity and café discounts!

Wage: £11,778 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Working week: 30 hours per week, including 24 hours on-the-job and 6 hours off-the-job training. Shifts will vary and may include weekdays, weekends, and occasional evenings. Opportunities for additional hours may be available based on business needs. Shifts TBC.
30 hours a week
Possible start date: Wednesday 7 May
Duration: 1 year 3 months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

As a Guest Services Apprentice Team Member at Spring Lakes,
you’ll be at the heart of creating amazing experiences for our
guests. Your daily tasks may include:

Welcoming guests & handling bookings – assisting with
check-ins, payments, and enquiries both in person and
online.
Providing great customer service – answering phone calls,
emails, and social media messages to help guests with their
visit.
Supporting events & group bookings – helping to organise
school trips, corporate events, and special occasions.
Helping customers with add-ons – whether it’s a wetsuit
rental, a swim pass for their dog, or other extras to
enhance their visit.
Creating guest information & signage – designing posters,
notices, and updates for customers.
Learning & development – gaining hands-on experience,
training, and working towards a Level 2 Customer Service
Practitioner qualification

Every day is different, and you’ll build valuable skills in a fun,
supportive, and outdoor leisure environment!

Where you’ll work

Spring Lakes Site Office

15 Pasture Lane, Long Eaton

Nottingham

NG10 2FZ

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

ACCESS TRAINING (EAST MIDLANDS) LTD

Your training course

Customer service practitioner (level 2)

Equal to GCSE

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

Apprentices who have not achieved the equivalent of level 2 qualifications in maths and English, will need to achieve level 1
functional skills in these and work towards level 2 functional skills.

More training information

L2 Customer service practitioner Apprenticeship Standard

Apprentices will be allocated a Trainer Assessor and training will be
planned and delivered in conjunction with the employer to meet
the individual needs of the apprentice.

The apprentice will spend 20% of their working hours in off the job
activities and training.

On the job and off the job training will be delivered in the
workplace.

Requirements

Essential qualifications

GCSE in:

English (grade Grade C/4 or Above)
Maths (grade Grade C/4 or Above)

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

Communication skills
IT skills
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Team working
Creative
Non judgemental
Patience

Other requirements

This role involves interacting with customers face-to-face and electronically via phone, email, social media, and online bookings.  While most guest services duties can be under shelter or indoors, you will sometimes support customers and events outside, regardless of the weather.  Shifts will include weekends, evenings, and peak holiday periods.  You will need to be comfortable using computers and booking systems.  A friendly, proactive attitude and willingness to learn are essential!  Location: Face-to-face at Spring Lakes Watersports & Leisure, Pasture Lane, Long Eaton, Nottingham, NG10 2FZ.  Format: A relaxed and friendly chat about you, your interests, and why you'd like to join us.  Dress Code: Casual – no need to dress formally, we want you to feel comfortable, but as this is a customer-facing role, please ensure you look presentable.  What to Expect: We’ll ask a few simple questions to get to know you and understand your customer service approach. Nothing to worry about!  Other Info: Just bring a copy of your CV and a positive attitude!

About this company

Spring Lakes Watersports & Leisure is a 130 acre outdoor adventure destination in Long Eaton, Nottingham. We offer a wide range of activities, including wakeboarding, paddleboarding, open, water swimming, aquaparks, camping, and events, alongside a lakeside café and retail shop. At Spring Lakes, we’re all about creating unforgettable experiences for our guests, whether they’re here for adrenaline-fueled watersports, a relaxing day by the lake, or a fun group event. Our Guest Services team plays a key role in making every visit smooth, welcoming, and enjoyable. As part of our team, you’ll be working in a fun, dynamic, and supportive environment, gaining valuable customer service skills and hands-on experience while helping guests have an amazing time!

https://springlakes.co.uk/ (opens in new tab)

Company benefits

Discounted or free access to Spring Lakes activities. Staff discount on food & drinks at our café.

After this apprenticeship

Apprenticeship, there will be opportunities to progress within
Spring Lakes and beyond, including:

Guest Services Team Member – A permanent role in
customer service, handling bookings, enquiries, and guest
experience.
Group & Events Coordinator – Supporting corporate
bookings, school trips, and large-scale events.
Retail & Hospitality Roles – Opportunities in our café, retail
shop, and front-of-house services.
Supervisory & Leadership Roles – Progression into team
leader or management positions within guest services or
events.

Ask a question

The contact for this apprenticeship is: