Customer Service Apprentice - Student Retention (Manchester) – Find an apprenticeship

Summary

An exciting chance to become part of Student Retention team as an Administrative Apprentice. In this position, you will support the Senior Student Retention Officers, monitoring student attendance, engaging with learners and daily administration tasks for the team.

Wage

£18,000 a year

Check minimum wage rates (opens in new tab)

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 9.00am - 6.00pm.

40 hours a week

Start date

Thursday 22 May 2025

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

Main Responsibilities

Track and support assigned learners for retention and completion.
Monitor attendance and assist with academic interventions as needed.
Maintain contact details for department contacts and learner statuses.
Aid reenrollment efforts for progressed learners.
Verify learner details on Thesis and inform relevant departments.
Re-engage disengaged students for productive study.
Contact and assess barriers for all assigned students.
Maintain accurate records promptly.
Develop customised re-engagement plans with academic collaboration.
Engage with internal and external stakeholders for student retention.
Follow professional guidelines for nonattending students.
Ensure Retention Officer presence at all campuses.
Participate in minute-taking duties.
Timely maintenance of weekly reports.
Serve as the primary point of contact for allocated learners.
Utilise appropriate communication tools while ensuring GDPR compliance.
Maintain confidentiality and data protection standards.

Where you’ll work

4 Universal Square, Devonshire Street North
Manchester
M12 6JH

Training

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

College or training organisation

METAGEDU APPRENTICESHIPS LTD

Your training course

Customer service specialist (level 3)

Equal to A level

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

Your training plan

The successful candidate will complete a Customer Service Level 3 Apprenticeship standard.

Requirements

Essential qualifications

GCSE or equivalent in:

Maths (grade 4-9)
English (grade 4-9)

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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
IT skills
Team working

Other requirements

Starting salary of £18,000

About this company

Global Banking School (GBS) is a dynamic and fast growing Higher Education provider with campuses across the UK. We are a vibrant and diverse family of committed staff bringing life-changing learning to a wider range of communities. Applying evidence-based research and corporate case studies to classroom learning, we provide higher education that has real impact and real world relevance.

After this apprenticeship

Excellent progression available within the company. The successful applicant will undertake more responsibilities as the Apprenticeship develops with a strong view to securing permanent employment on completion.

Ask a question

The contact for this apprenticeship is:

METAGEDU APPRENTICESHIPS LTD

The reference code for this apprenticeship is VAC1000316710.

Apply now

Closes in 27 days (Wednesday 21 May 2025)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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Customer Service Apprentice - Student Retention (Manchester)

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