Customer Service Library Apprentice

Summary

Apprentices will work towards gaining a Customer Service Practitioner Level 2.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Customer service practitioner (level 2)

Hours

Monday - Thursday 08:30 to 5pm Friday 08:30 - 4:30pm 60 mins for lunch.

37 hours a week

Start date

Monday 26 May 2025

Duration

1 year 3 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 gain valuable work experience supporting the team in handling residents' enquiries.
This may include handling general enquiries over the telephone, or assisting in a library discharging books, replenishing stock, and providing help to customers to use library PCs.
Providing help and guidance to customers and visitors where required.
Carrying out administration duties including, but not limited to; photocopying, typing, answering the telephone, filing, sending emails/letters as appropriate

Where you’ll work

Redcar and Cleveland House, Kirkleatham St, Redcar
TS10 1RT

Training

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

College or training organisation

THE EDUCATION TRAINING COLLECTIVE

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 will attend college one day every other week

Requirements

Essential qualifications

GCSE in:

English and Maths or functional skills level 2 (grade Equivalent to C 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
Attention to detail
Organisation skills
Administrative skills
Team working

About this company

This is Redcar and Cleveland. We are an ambitious council keen to build on our strong track record of innovation and partnership working, ensuring that we create a flourishing future for the borough and all of its residents. Key to this is a committed workforce who always gives their best. Offering a fast paced, progressive working environment, Redcar and Cleveland Borough Council is a great career move.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Further advancement within business administration roles

Ask a question

The contact for this apprenticeship is:

Redcar and Cleveland Council

Lesley Petford

Lesley.petford@redcar-cleveland.gov.uk

The reference code for this apprenticeship is VAC1000316246.

Apply now

Closes in 10 days (Thursday 1 May 2025)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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

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