Job Vacancy

Customer Service Apprenticeship L3

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This is an apprenticeship role leading to a level 3 qualification (A-level equivalent). The staff member will collaborate with experienced colleagues to gain in-depth understanding and experience of customer support within an academic library.

Role

The apprentice will be working primarily on the library floor, this campus-based post acts as a first point of help and advice for library users, helping them access and use our extensive range of printed and electronic resources.

Duties include managing the library environment, ensuring health and safety procedures are observed, ensuring students observe the Library Code of Conduct, liaising with security, reporting, and progressing maintenance issues and defects relating to the building, its environmental controls and equipment on all floors.

You will contribute towards staffing the library Help Desk and Reception desk, other service points and front-line duties as required. As part of the library team, you will assist in the delivery of a high quality, customer focused library and open access IT services, which support the teaching and learning, and research activities of the University as well as promoting use of the library and its resources.

Main duties and Responsibilities:

  • This role is 27 hours per week, with 5 hours per day spread over 4 days, and one dedicated study day of 7 hours. Actual working days / times to be agreed as per the needs of the service.
  • Deliver an excellent customer experience including assisting users on how to use library resources and equipment.
  • Participate in roaming support to help our users become confident and independent users of the resources available to them.
  • Assist users with directional and initial information enquiries.
  • Provide front-line support using the Library Management System to carry out various tasks and reports, assist users with the operation of library equipment and resources, and attend to basic problems, reporting faults as appropriate to ensure that our users have an excellent customer experience.
  • Assist with the day-to-day operations of services and space, keeping the space in good order through regular tidying, shelving and filing, in accordance with best health and safety practice and security guidelines.
  • Support the Library Student Worker Team (LITSAs), helping to coordinate and monitor their work and activities so that all front-line tasks are undertaken.

Training

The apprentice will complete a L3 in Customer service , they will have full training from the employer and support and guidance from SCL education.

The apprentice could progress on to a Team Leading qualification once they have completed their L3 Customer Service Specialist apprenticeship.

Apprenticeship Standard
Customer service specialist (level 3)
Training Provider
SCL EDUCATION & TRAINING LIMITED
Working Week
This role is 27 hours per week, with 5 hours per day spread over 4 days, and one dedicated study day of 7 hours. Actual working days / times to be agreed as per the needs of the service.
Expected Duration
1 Year 6 Months
Positions Available
1
Closing Date
Thursday, 19th June 2025
Start Date
Tuesday, 1st July 2025

Desired Skills

  • IT skills
  • Communication skills
  • Customer care skills
  • Organisation skills

Qualifications

  • English GCSE or equivalent, grade 4 (Essential)
  • Maths GCSE or equivalent, grade 4 (Essential)

About the Employer

UNIVERSITY OF GREENWICH
The Drill Hall Library is a unique and major facility providing an integrated library and IT service to staff and students of the Universities at Medway, comprised of the Universities of Greenwich, Kent and Canterbury Christ Church at their shared Medway Campus. It houses an extensive multi-disciplinary collection and provides a wide range of services, including a wide range of study spaces and training facilities, as well as a cafeteria. Information technology is used extensively to support delivery of all the Drill Hall Library Services. This post is being advertised as part of the Universities of Medway joint venture. The University of Greenwich will be administering the recruitment for this role. The university welcomes people from diverse and underrepresented communities who can help the university to achieve its mission. We do this through taking positive action such as encouraging applications from Black, Asian and Minority Ethnic, disabled and LGBT+ people. As part of our commitment to Equality, Diversity and Inclusion, Time to Change Employer Pledge/Mentally Healthy Universities, we are committed to promoting and supporting the physical and mental health of all our staff, and removing barriers to improve inclusion. We encourage applicants to disclose experience of mental health problems so we can support them fully during our recruitment process and make any necessary reasonable adjustments. Any information disclosed will be kept confidential and separate from the job application form. We are making significant strides to understand and continuously improve our employees’ experience and we are committed to implementing progressive diversity talent management.
Company
UNIVERSITY OF GREENWICH
Location
University of Greenwich, Drill Hall Library, Medway Campus, Maritime North Road, Gillingham, Chatham, England
Employment Type
Advanced Apprenticeship
Salary
£20,948 a year
Posted
Apply Now
Apply Now
Company
UNIVERSITY OF GREENWICH
Location
University of Greenwich, Drill Hall Library, Medway Campus, Maritime North Road, Gillingham, Chatham, England
Employment Type
Advanced Apprenticeship
Salary
£20,948 a year
Posted