19862 - Operational Support Grade - HMP Stoke Heath (Prison Support Role) - Apprentice

Summary

This apprenticeship is a role within the Civil Service. To see full details of the apprenticeship click on ‘apply’ to go to the Civil Service Jobs website. 

Wage

£30,491 a year

Training course

Customer service practitioner (level 2)

Hours

Click apply to see full details of the working week for this apprenticeship.

37 hours a week

Start date

Tuesday 1 September 2026

Duration

1 year

Positions available

6

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

This apprenticeship is a role within the Civil Service. To see full details of the apprenticeship click on ‘apply’ to go to the Civil Service Jobs website. 

Where you'll work

Stoke Heath
Market Drayton
TF9 2JL

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

To be confirmed

Training course

Customer service practitioner (level 2)

What you'll learn

• 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.

Training schedule

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Desirable qualifications

GCSE in:

English Language and Maths (grade C or above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

Click apply for details