Stoke-On-Trent City Council

Customer Service Apprentice - Leisure - Intermediate (Level 2)

Stoke-On-Trent City Council (Employer)

Stoke-On-Trent City Council (Training Provider)

Annual wage £9,254.44
37.0 hours per week Monday to Friday 9am - 5pm - The apprentice will work from 3 different locations including the Civic Centre, Glebe Street, Stoke, Dimensions Leisure Centre, Tunstall and Fenton Manor Sports Complex, Fenton.
15 months (duration)
24 October 2022(start date)
Customer service practitioner (apprenticeship standard)
2 positions available
4 October 2022 (application closing date)
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Job Description

Here is an exciting new opportunity in our busy and outstanding leisure department. We are looking for 2 Customer Service Apprentices to undertake general customer service, clerical and administrative duties within the Leisure Services section of Stoke-on-Trent City Council.


What will the apprentice be doing?

  • To undertake general customer service, clerical and administrative duties. This includes customer service, typing, data entry, filing, photocopying and sending/receiving emails
  • To answer the telephone and respond to electronic/ face-to-face enquiries
  • To provide administrative support to colleagues within the team including assisting with bookings onto the leisure management system, customer queries on site and over the phone and taking customer payments
  • Reception duties to include meeting and greeting customers and visitors, dealing with customer bookings / payments and any enquiries they may have

Additional Requirements:

  • To complete on and off the job training in line with your apprenticeship standard and attend apprenticeship training days (be able to travel to college/training provider location)
  • To complete all coursework by target dates and attend training activities as required
  • To complete Functional Skills in Maths and English where an exemption has not been made
  • To work with an assessor and mentor to develop a work-based portfolio
  • To undertake statutory & mandatory training as required
  • To utilise knowledge and skills gained at college/training into practice within the workplace

What training will the apprentice take and what qualification will the apprentice get at the end?

  • Level 2 Customer Service Practitioner Apprenticeship Standard and end point assessment
  • Level 1 Functional skills for maths and English 

What is the expected career progression after this apprenticeship?

Qualifications achieved are transferrable to employment opportunities within the sector. Apprentices are in a prime position to apply for employment vacancies within Stoke-on-Trent City Council. Careers guidance and support is provided throughout the apprenticeship to plan for your next steps. 

Reality Check

This opportunity will give an excellent grounding for someone wanting to pursue a future career in Customer Service. The applicant should be a confident individual with good verbal communication skills and the ability to provide high levels of customer service.

Skills Required

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Administrative skills, Team working, Initiative, Non judgemental, Patience

Qualifications Required

GCSE or equivalent English (Grade A*/9-D/3) Essential
GCSE or equivalent Maths (Grade A*/9-D/3) Essential
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