Level 2 Customer Service Apprentice

Animal and Plant Health Agency (APHA)
Bristol, York and Carlisle
£18,002 per annum + benefits (rising to £20,033 upon successful completion of qualifcation)
07 Jan 2019
27 Jan 2019
Role Type
Start Date
12-18 months

Job Purpose:

APHA Customer Service Centres deliver a wide range of services to a diverse range of customers. Working in the Centre for International Trade you will play a pivotal role in facilitating and monitoring international trade in plants and animals. You’ll be at the frontline of our service, assisting customers to apply for certificates, licenses and permits.  You’ll be responsible for collating, assessing and recording information, providing clear guidance and advice and issuing certificates meeting set requirements.

Position & Key Relationships:

Reports to:  Executive Officer (Team Leader)

Key Relationships:  

Team Leaders, Colleagues, Field staff, wider APHA staff and corporate teams, operational partners, delivery partners and external customers or stakeholders.

There are 3 key aspects to this role, which can be summarised under the following headings:

  1. Customer Service

Putting the customer at the heart of what you do. Providing excellent customer service to stakeholders, delivery partners and customers, both internal and external, establishing their needs and requirements, and checking their understanding of actions needed.

Dealing with customer enquiries professionally by telephone, email and other channels effectively, providing timely and accurate information from existing guidance, ensuring follow up action is completed within agreed timescales to meet customer expectations.



  1. Delivery

Delivering work to meet agreed time scales and performance, looking for ways to identify efficiencies that could be implemented within your own team or wider Centre.

Supporting ongoing improvement to processes and implementation of change, escalating any issues that may affect delivery. Positively responding to Business Continuity incidents.

  1. Administration

Input data and information onto systems to agreed timescales ensuring that data quality is maintained and records and files are updated accurately, in accordance with APHA Data Handling requirements and the General Data Protection Regulation.

Providing support and guidance to colleagues and customers (internal and external) on procedures, including sharing of best practice and improvement ideas.

About the Apprenticeship – Customer Service (Level 2):          

The Offer

The Customer Service Apprenticeship is an integrated programme of learning and support that will give you the knowledge, skills and behaviours to become high performing customer service professionals in the workplace. It will give you both the theory and the skills to influence the customer experience and deliver high levels of customer satisfaction within APHA and beyond.

Your knowledge will be acquired through the study of the Customer Service Qualifications and your Core Skills training, but in addition you will also be required to practically demonstrate your skills through what you do and how you behave in the workplace.

Over 14 months you will work through a range of learning, including online and face to face workshops, as well as dedicated time to attend activities which will help you develop, with the support of a dedicated Talent Coach to help you achieve your qualification. You’ll be able to complete a work-based project to put your learning into action in your role, as well as collect a portfolio of evidence over your apprenticeship to highlight how you’ve succeeded in completing the programme.

What does a Level 2 qualification equate to?

Level 2 equates to GCSE standard and will give you the equivalent of 4-5 GCSEs at A*-C level.  Achievement at this level reflects the ability to identify and use relevant understanding, methods and skills to complete tasks and address problems.  It also reflects awareness of different views or approaches within an area of study or work.