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Customer Service Apprenticeship

  • Exciting careers and rewarding jobs
  • Valuable experience
  • Structured learning
  • Recognised qualifications

CWCT201 Customer Service Apprenticeship 

  • Sector: Customer Service
  • Salary: £7,605.00 per annum
  • Location: Coventry
  • Hours: 37.5 hours (5 days pw) Term time only plus 5 teacher training days

Job Description

*Possible start date - 18 January 2021*

If you love the idea of working with young people and are passionate about improving students' life chances, this could be an exciting opportunity for you.


About the Applicant

Desired skills

  •  Computerised packages e.g. Microsoft Word, Excel, Outlook, SIMS
    •    Filing systems
    •    Basic understanding of equal opportunities

Personal qualities

  •  Excellent communication skills
    •    Organisational and time management skills to manage a number of priorities
    •    IT skills to make efficient use of equipment in school and create accurate documentation to agreed deadlines
    •    To work constructively as part of a team
    •    Approachable and resilient
    •    Handle confidential information correctly and to act with discretion, tact and diplomacy
    •    Prioritise workload to meet agreed deadlines
    •    Excellent customer service skills 
    •    Ability to relate well to children and adults
    •    Be reliable and punctual
    •    Ability to self-evaluate learning needs and seek learning opportunities.
    •    Flexibility to work additional evening hours to meet the needs of the school eg performances, meetings, presentations.

Desired qualificationS

  •  Good literacy and numeracy skills
  • GCSE Maths and English Grade A-C or equivalent or willingness to work towards literacy and numeracy functional skills qualifications 

Future prospects

At the end of your apprenticeship, you will have achieved a nationally recognized Level 2 Customer Service qualification, and gained valuable work experience that could provide a range of openings for your chosen career.  The experience will incorporate gaining an understanding of how the school’s finance, data, pastoral and reprographic teams work together to meet the needs of our students so that they achieve their best.

Things to consider

Working with children you will be subject to a DBS (Disclosure and Barring Service). This checks for spent and unspent convictions, cautions, reprimands, and final warnings, plus any additional information held by local police that’s reasonably considered relevant to the role applied for. To carry out this check the employer will ask for identification including a passport or provisional driving licence, a birth certificate, and a bank statement.

Please note that this is a term-time only post.

Daily Duties

Duties will include:

  • Providing excellent customer service in support of the delivery of high-quality effective administrative service.
  • Undertaking key aspects of high-level administration with the support of other administrative staff including but not limited to:
  •  Providing an efficient, welcoming, and effective high-level reception service to the school and stakeholders as required.  
  • Operating the switchboard, receiving and transferring calls and taking messages as required, making sure night lines are put into operation at the appropriate times.
  • Word processing, producing a wide range of documentation, e.g. letters, reports, statistical information, standard documents, mail merged documents, new resources, and worksheets, and other faculty documents.  
  • Maintaining and updating records – computerised and manual, e.g. pupil lists, and statistics. Ensuring that confidentiality, the requirements of the General Data Protection Regulation, and issues regarding safeguarding are appropriately applied.
  • Recording all parcels and packages at the time of delivery, issuing notification slips to staff, and ensuring that large parcels are sent as promptly as possible to the appropriate section.  Liaising with site services staff to ensure that the entrance and office is kept clear of parcels. 
  • Receiving, processing and distributing, as required, incoming and outgoing mail, arranging the collection of parcels and maintaining and accounting for a small stock of stamps.
  • Keeping the visitors’ book and students’ late book up to date.
  • Assisting with the maintenance of the student database (SIMS) undertaking data input and retrieval as required.
  • Developing a good understanding of the full range of school policies and procedures relating to equal opportunities, finance, safeguarding, health and safety and security, confidentiality, and GDPR, reporting all concerns to an appropriate person.
  • Maintaining information databases, both computerised and manual including filing, application management, and housekeeping of documentation storage areas
  • Assisting in providing a support service to faculties, teaching staff, and other staff, including an administrative support to the school as required.
  • Monitoring students in need of first aid in accordance with school procedure, contacting parents if requested.  
  • Supporting with the updating and/or maintenance of the different school social media platforms and school website, where applicable.
  • Supporting with the planning or arrangements associated with Parents’ Evenings, transition days, and other school events including distribution of letters/communication and preparation of the venues.
  • Provide general support to students as needed, which will include library break and lunch cover support, exam invigilation and other areas where support is needed for students.
  • Carrying out stock control of paper and consumables, ensuring orders are requested in good time.  Receive and check deliveries, querying any discrepancies.
  • Responding to routine correspondence from standardized information e.g. acknowledgments and requests for routine information.
  • Assisting with the implementation of school administration policies such as student absence and late processes. This could involve checking documents for errors, resolving queries, and inputting of data onto the computer system.
  • Undertaking general clerical duties such as issuing stationery, collecting and checking orders, filing, photocopying, telephone work (ensuring accurate messages are passed to staff in a timely manner) and e-mails.
  • Maintaining confidentiality and being aware of Trust policy on data protection.
  • Flexibility to work additional evening hours to meet the needs of the school eg performances, meetings, presentations.