Summary
We are looking to recruit a new apprentice to join our friendly team in Wakefield. To assist the smooth running of the Client Services team and the business as a whole. Progression opportunities available on successul completion of the apprenticeship.
Wage
£14,500 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday. 9am - 5pm
35 hours a week
Start date
Monday 1 September 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
* Undertake general administration and customer care to support the Client Services department
* Update our online system
* Update client information on our database, ensuring all data is recorded accurately
* Customer Care - Answer and redirect incoming calls to the main BBT Group telephone lines
* Customer Care - Meet and greet all visitors to the office
* Scan all incoming post and distribute to relevant colleagues and departments
* Prepare all outgoing mail, ready for collection by post office/couriers
* Ad hoc project work and other duties as and when required
Where you’ll work
BBT Group 3 Mariner Court Calder Park Wakefield
WF4 3FL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
INDEPENDENT TRAINING SERVICES LIMITED
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
Full on the job training provided by the employer.
6 hours per week allocated, protected learning time where you will compete assignments, revision, job shadowing, online training sessions and 1:1 support meeting with your tutor/training provider. Completed onsite. No day release required.
Working towards Customer Service Practitioner Level 2 Apprenticeship standard.
More training information
* Blended learning approach
* Full on the job training provided from both the employer and training provider
* Access to weekly Connect CPD online trainining sessions
Requirements
Essential qualifications
GCSE in:
* English (grade 4+)
* Maths (grade 4+)
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
* Initiative
* Patience