16121 - Operational Support Grade - Advance Into Justice (North East) Apprenticeship

This apprenticeship is a role within the Civil Service. To see full details of the apprenticeship click on ‘apply’ to go to the Civil Service Jobs website.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience. Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Requirements

• GCSE in: English and Maths (grade C)
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Responsibilities

• 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.

Benefits

• Customer service practitioner (level 2)
• Understanding apprenticeship levels (opens in new tab)
• Course contents

Application Process

• Click apply for details
• You can see full details of this apprenticeship on Civil Service Jobs.
• Closes in 15 days (Tuesday 28 April 2026)
• After signing in, you’ll apply for this apprenticeship on the company's website.
• Sign in or create an account

About Civil Service

Contact

• To be confirmed
• The reference code for this apprenticeship is VAC2000025758.