British Library

Customer Service Helpdesk Apprentice - Intermediate (Level 2)

British Library (Employer)

Hawk Management (UK) Limited (Training Provider)

Weekly wage £325.50
30.0 hours per week Monday – Friday, shifts to be confirmed.
15 months (duration)
5 September 2021(start date)
Customer service practitioner (apprenticeship standard)
25 August 2021 (application closing date)
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Job Description

The British Library is looking for an enthusiastic individual to undertake a customer service apprenticeship within the Estates Team. We are an inclusive employer where diversity is valued and there is equality of opportunity. We therefore welcome applications as an equal opportunities employer.


The Library is going through major change through building new infrastructure at both of our sites and the Estates department is key in supporting these projects. You will be able to find out more about these multi-million pound transformations and how site maintenance will develop through the process.

Typical tasks will include:

  • Answering or escalating queries from internal and external customers over the phone, by email and face to face
  • Logging helpdesk calls and Managing Estates and Tenant Inboxes
  • Help with our furniture donation scheme and other Estates charity related projects

Customer service is a key skill across a broad range or roles within the Library and you will be part of a small cohort of apprentices in varying roles supporting members of the public or internal stakeholders in a variety of teams and functions so you will be able to share skills and learn from each other along your apprenticeship journey.

Future Prospects

At the end of your apprenticeship you will have gained a level 2 programme in Customer Services. You will also have gained significant work experience in a busy team, having worked for the UK’s National Library.

Towards the end of your programme you will have the opportunity to apply for internal vacancies at The British Library.

Reality Check

The British Library has followed government guidelines throughout the Covid-19 pandemic and as a result a significant proportion of staff have been working from home as part of a hybrid working scheme. It is therefore likely that you will be working from home for at least some of your working week. A British Library laptop will be issued to enable this.

Skills Required

  • Communication skills
  • IT skills
  • Organisation skills
  • Administrative skills
  • Prioritisation skills

Qualities Required

  • Willingness to learn
  • Reflective
  • Works well in a team and confident in asking for help if required

Qualifications Required

In order to access funding, we need to demonstrate an individual needs to be in a position where they will acquire substantive new skills and knowledge. Whist we will not exclude applicants from applying should they have significant experience and/or higher level qualifications, we will need to assess the candidates ability to further build on these skills and experiences in an entry level apprenticeship.

No previous qualifications are required, however due to the requirements of the role and apprenticeship we do require a reasonable level of English.

GCSE or equivalent English (Grade C or 4) desired but not essential
GCSE or equivalent maths (Grade C or 4) desired but not essential

Training Provided

Apprenticeship Training

Programme: Customer Service Practitioner Apprenticeship
Level: 2
Duration: 15 months
Course Type: Apprenticeship Standard
Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your work place.

Units Covered:

The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.

These are grouped into 2 themes which complement each other and are as follows:

  • Customer Service Foundations
  • Customer Service Delivery & Personal Effectiveness


  • After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme

After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place.

  • The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship
  • End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met
  • Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.

Functional Skills:

  • Apprentices also work towards a Level 2 qualification in English and maths in the first half of the programme if they have no prior exemption (GCSE’s A – C or equivalents in English and maths)
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