Customer Service Apprentice - Level 2

Summary

Come and join us on a National Trust apprenticeship where we will support and develop you to play an integral part in our work to tackle climate change, protect historic sites and help people and nature thrive. You don’t need experience for this role, just loads of enthusiasm and a desire to learn.

Wage

£24,785 a year

Training course

Customer service practitioner (level 2)

Hours

5 days over 7 with possible weekend working

37 hours 30 minutes a week

Start date

Tuesday 1 September 2026

Duration

1 year 6 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

No two days will be the same.  You can expect to meet many different people and gain a broad experience across all the areas you will be working in.  You’ll get involved in all kinds of tasks, including greeting visitors on arrival, restocking the shelves in the shop and clearing tables in the café. Most importantly, you’ll be talking to visitors, answering their questions and making sure they can find everything they need to enjoy their day with us.  

Where you'll work

Wightwick Manor
Wightwick Bank
Wolverhampton
WV6 8EE

Training

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

Training provider

INSPIRO LEARNING LIMITED

Training course

Customer service practitioner (level 2)

What you'll learn

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.

Training schedule

Working alongside your workplace mentor on tasks specific to your apprenticeship, you will develop the skills & knowledge relevant to the apprenticeship standard Customer Service Practitioner Level 2.

Your apprenticeship training will be delivered by a Learning Coach who will visit you in the workplace every 4-6 weeks, teaching and learning sessions held online, lots of on-the-job learning and support every day in the workplace.

You’ll attend regular review meetings with your training provider and be accountable for your own progression. You’ll be required to complete mandatory e-learning, courses and training provided.

Requirements

Essential qualifications

GCSE in:

• English (grade E/2)
• Maths (grade E/2)

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

Skills

• Communication skills
• Customer care skills
• Team working
• Initiative
• Patience