British Library

Customer Services Apprentice in the Learning Team - 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 Learning Team. We are an inclusive employer where diversity is valued and there is equality of opportunity. We therefore welcome applications from everyone as an equal opportunity employer.


The British Library is looking for an enthusiastic individual to undertake a customer service apprenticeship within the Learning Team. We are an inclusive employer where diversity is valued and there is equality of opportunity. We therefore welcome applications from everyone despite their race, gender, gender identity, disability, religion or belief, sexual orientation and age.

The role will rotate across two key areas within the Learning Team: Adult Learning and Access and Outreach.

In the Adult Learning Team you’ll be helping to create rich and creative experiences for adult learners taking place at the Library and online. You'll help people to enjoy and learn from our collection, deepen their engagement with a wide variety of subjects, whilst meeting curators and guest specialists through a programme of sessional courses, study days and masterclasses.

In the Access and Outreach Team, you will ensure a broad range of participants have access to British Library resources and enjoy meaningful participation with arts and culture. You will support the Access & Outreach Manager with the delivery of access tours for blind and partially sighted visitors, and Deaf, deafened and hard of hearing visitors; creative projects for adults with learning disabilities; and our emerging project work with people living with dementia.

Typical tasks will include:

  • Dealing with queries from internal and external customers by answering or escalating queries
  • Provide administrative support to the team to help meet its’ objectives such as attending meetings and writing up minutes, managing the mailbox and booking rooms
  • Assist event preparation by liaising with internal departments and course leaders to organise practical arrangements
  • Event support including event set up, meet and greet participants and trouble-shooting issues as they arise

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 Apprenticeship 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 9-4/A-C or equivalents in English and maths).
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