Customer Service Apprentice

British Library, Boston Spa, Wetherby, West Yorkshire
£9.00 per hour, £270.00 per week
09 Jul 2019
21 Jul 2019
Start Date
12-18 months

At the start of your apprenticeship, you may not have done a lot of the tasks in your role before but throughout the course of your contract you will be expected to support the delivery of an excellent customer experience at the British Library. The activities will vary according to the customer service team that you join but typically will include: 

  • Assist with administration and general enquiries 
  • Assist with bookings and the processing of payments
  • Respond to customer enquiries in person or by telephone or e-mail
  • Ensure working and public areas are tidy
  • Assist with Reading Room, Document Supply and Imaging Services orders
  • Ensure that all collection items are handled correctly, and visitors do not remove them from the site

The role will require the following capabilities
A willingness to learn by:

  • Displaying a flexible attitude and be willing to take on a range of tasks and develop new skills; in our team or in the departments of our key internal stakeholders
  • Developing a broad understanding of what the Library does, the services it provides and the sectors in which it operates and keep up to date with developments and changes by attending meetings and reading relevant literature

Make a Difference:

  • Contribute to the Library’s culture of service and operations by adopting a welcoming and supportive approach in all your interactions
  • Join us in communicating effectively with each other; with the people that use our services and the organisations and individuals we work with
  • Contribute to promoting the work of your team; this might be in assisting with communications like social media and web pages, distributing flyers or leaflets, engaging with service users or attending events representing the Library

Contribute to working towards team targets:

  • This might include promoting a product or service, sales or working in an organised and efficient way to complete a task well and in a set time
  • Help us with administrative tasks like writing emails, answering the telephone, taking messages, responding to enquiries, entering information into spreadsheets, booking rooms
  • Work with the Library’s resources, data and information in a responsible way with attention to accuracy and detail, following instructions and set procedures