Operational Support Grade - HMP Leeds (Prison Support Role) Apprenticeship

This apprenticeship is a role within the Civil Service.

Requirements

• Desirable qualifications:
• 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.
• Skills: Click apply for details

Responsibilities

• You’ll learn on the job by getting hands-on experience.
• 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

• Wage: £29,432 a year
• Training course: Customer service practitioner (level 2)
• Hours: 37 hours a week
• Start date: Thursday 1 July 2027
• Duration: 1 year
• Positions available: 8

Application Process

• To see full details of the apprenticeship click on ‘apply’ to go to the Civil Service Jobs website.
• After signing in, you’ll apply for this apprenticeship on the company's website.
• Closes in 13 days (Thursday 14 May 2026)

About HM Prison & Probation Service

• You can see full details of this apprenticeship on Civil Service Jobs.
• After this apprenticeship, you can see full details of this apprenticeship on Civil Service Jobs.

Contact

• The contact for this apprenticeship is: To be confirmed
• The reference code for this apprenticeship is VAC2000029175.