Customer Service Apprentice in Plymouth

Full time / Apprenticeship (12 - 18 months)

Are you friendly, organised, and passionate about delivering excellent customer service in a busy, public-facing environment? On Course South West (OCSW), part of Plymouth City Council, is looking for a motivated and enthusiastic Customer Service Apprentice (Level 2) to join our Learner Services Team. This is an excellent opportunity to gain hands-on experience in customer service and administration while working towards a nationally recognised qualification.

This is a front-facing role with the main focus on the reception front desk, welcoming learners, clients, employers, and members of the public. You will be the first point of contact for visitors and play a key role in creating a professional, welcoming, and supportive environment.

The Role

As a Customer Service Apprentice, you will support the Learner Services Team with a wide range of customer service and administrative duties. You will develop strong communication, organisational, and digital skills while contributing to the smooth day-to-day running of learner and apprenticeship services.

Key Responsibilities

• Providing front desk reception cover, welcoming learners, clients, employers, and members of the public in a friendly and professional manner.
• Handling enquiries via face-to-face contact, telephone, and email, ensuring accurate information and timely responses.
• Supporting learner enrolment, onboarding, and the completion of learner documentation.
• Maintaining accurate learner and apprenticeship records, both digital and paper-based.
• Assisting with apprenticeship paperwork, compliance evidence, and data entry.
• Liaising with employers regarding documentation, learner reviews, and general enquiries.
• Managing appointment bookings and directing visitors and calls appropriately.
• Preparing certificates, letters, and other routine administrative documents.
• Supporting the Apprenticeship Manager with audit preparation and reporting tasks.
• Assisting with general office administration, including meeting scheduling, communications, and system housekeeping.

What We’re Looking For:

Knowledge, Experience & Skills

• A positive, friendly, and professional approach to customer service.
• Confidence in dealing with the public in a busy front-facing environment.
• Good communication and interpersonal skills, both written and verbal.
• GCSE Maths and English at Grade A*-C / 9-4 (or equivalent), or willingness to work towards these alongside the apprenticeship.
• Basic ICT skills, including confidence using Microsoft Office and Google Workspace, email, and digital systems.
• Ability to organise tasks, manage time effectively, and work to deadlines.
• Ability to work independently as well as part of a team.
• A willingness to learn, take feedback, and develop new skills.
• Previous customer service experience is desirable but not essential, as full training will be provided.

If you are enthusiastic, approachable, and ready to begin a rewarding career in customer service while supporting learners and the wider community, we encourage you to apply.

For more information or an informal discussion regarding this role, please contact Tim Scott-Lloyd on tim.scott-lloyd@plymouth.gov.uk

The Disclosure & Barring Service Check requirement for this post is: Enhanced Check + DBS Children’s Barred List & DBS Adult’s Barred List.

Closing date: Sunday 08 February 2026

Plymouth City Council is an equal opportunities employer. All applicants will be considered for employment regardless of age, care experience, disability, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion/belief, sex or sexual orientation. As part of our commitment to promoting equality we offer guaranteed interviews to those who meet the essential criteria and are considered disabled, care experienced or are an Armed Forces Service Leaver within the last two years.