Learning Resource Centre Apprentice

Summary

This is a great opportunity to provide frontline services in our LRCs and Study Centres, working closely with staff to supervise student study areas and promote a purposeful learning atmosphere. Duties include allocating students to computers, answering enquiries, assisting with issuing, returning loaned resources and collecting payments.

Annual wage

£12,345.60 a year

Minimum wage rates (opens in new tab)

The salary for 18yrs and under in the first year is £12,345.60, 19-20yrs £16,589.40 and 21yrs plus £22,067.76.

Training course

Customer service practitioner (level 2)

Hours

Monday - Thursday, 8.30am - 4.30pm, Friday, 8.30am - 4pm

37 hours a week

Possible start date

Monday 3 February

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

Duties will include:

Allocating computers to students
Supervising busy LRC customer service points
Loaning books and resources
Answering enquiries
Troubleshooting printer and IT enquiries
Helping to with displays and book promotions

You will workclosely with our staff to supervise student study areas and promote a purposeful learning atmosphere.

The central duties comprise allocating students to computers, answering general enquiries, assisting with issuing and returning loaned resources and collecting payments. The areas are equipped with computers and photocopiers, and you will learn the skills to help troubleshoot any problems as they arise.

You will also learn administrative skills such as filing and data entry using an array of College systems.

We will develop your familiarity with specific digital learning resources to help promote their use to students and you will be assisting customers to locate study information and teaching them the techniques to find information for themselves.

There are opportunities to get involved with creating engaging and exciting promotions, including displays and book giveaways. You will also be responsible for a specific area of the LRC work, with guidance from the LRC Manager.

You will also ensure rules are applied appropriately, undertake shelving and work as a part of a busy team to ensure that the areas run smoothly.

Where you’ll work

University Road

Leicester

LE1 7RJ

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

LOUGHBOROUGH COLLEGE

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

Qualification

Level 2 Apprenticeship Standard in Customer Service Practitioner
Level 1 Functional Skills English and maths (if required)

Delivery Method:

Attendance at college will be required one day per week
Apprenticeship session to assist with portfolio building and preparation for End Point Assessment
Trainer/Assessor will schedule visits to the workplace

Requirements

Essential qualifications

GCSE in:

English and Maths (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
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Team working

Other requirements

Loughborough College reserves the right to withdraw this vacancy before the end date, following consultation with the employer.

About this company

WQE and Regent College Group is a further education college. At WQE we have a simple but passionate view of what good education should be. We believe it is about finding the best, the extraordinary, in everyone, and we provide the environment, all the support, skills and encouragement our students need to get the best grades they possibly can. Our aim is to enable each and every WQE student to achieve more for themselves than they ever thought they could.

http://Wqe.ac.uk (opens in new tab)

Company benefits

• Staff well-being programme • Cycle to Work Scheme • Annual flu vaccination • Continual Professional Development • Eyecare voucher scheme • On-site parking

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

Ability to work as part of an LRC team in an academic or public library, and more general experience of working in FE College environment administrative role

Ask a question

The contact for this apprenticeship is: