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Level 2 Customer Service Practitioner Apprentice
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About the Role
The role will be assisting with exhibitions and the main commercial activities that include preparing rooms when hired, ensuring the gallery is ready to open, visitor welcoming and support, occasional evening work for events such as private views, workshops, and parties.
The Minories is seeking an enthusiastic and reliable Gallery Assistant Apprentice to support the day-to-day operation of our gallery, public programme and events activity. This is a practical, customer-facing role suited to someone who is interested in the arts, culture, events, or hospitality and wants to develop transferable workplace skills. The postholder will help ensure visitors receive a warm welcome, exhibitions and public spaces are presented to a high standard, and events run smoothly.
Main Duties and Responsibilities
- Welcome Visitors
- Answer basic queries and provide friendly front-of-house support.
- Gallery Preparation
- Help open and close the gallery, preparing public spaces so that they are clean, safe, welcoming, and ready for visitors.
- Exhibition and Display Care
- Monitor gallery spaces and support the care of exhibitions, displays, and visitor facilities.
- Event Support
- Assist with setting up, delivering, and clearing down workshops, private hires, talks, receptions, and other events.
- Bar and Refreshment Service
- Provide bar and refreshment service during events, following relevant licensing, food hygiene, and cash-handling procedures.
- Retail Support
- Support retail sales, including using the till, processing card payments, replenishing stock, keeping displays tidy, and helping customers.
- Administrative Tasks
- Assist with stock checks, basic retail administration, and the preparation of orders or sales records.
- Carry out routine administrative tasks, such as responding to straightforward enquiries, maintaining event materials, filing, and updating records.
- Event Preparation
- Help prepare signage, printed materials, seating, tables, equipment, and refreshment areas for events.
- Visitor Experience
- Support the promotion of a positive, inclusive, and accessible visitor experience for everyone.
- Compliance and Safety
- Follow health and safety procedures, safeguarding requirements, licensing rules, and organisational policies.
- Flexible Hours
- Work occasional evenings where required for workshops, events, and public programming, with reasonable notice.
- Training and Development
- Undertake apprenticeship training, complete agreed coursework, and attend training sessions as required.
- Additional Duties
- Carry out other reasonable duties appropriate to the role.
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Course Contents
- Questioning Skills
- 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.
- Communication Skills
- 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
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Depending on your job role and work environment:
- Customer Engagement
- Provide clear explanations and offer options 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.
Potential Role
Level 2 Customer Service Practitioner Apprenticeship and potential role.
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