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People and Field Services Apprentice
NATIONAL CENTRE FOR SOCIAL RESEARCH
London (EC1V 2AB)
Closes in 20 days (Thursday 5 November 2026)
Posted on 15 October 2026
Summary
Instant Impact in partnership with NatCen (The National Centre for Social Research) are hiring two People and Field Services Apprentices to join the People Services team. This is an opportunity to build a career in customer service, people operations or business support while completing a Customer Service Specialist Level 3 Apprenticeship.
Wage: £20,000 a year
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday 9.00am - 5.00pm. 35 hours a week
Start date: Thursday 12 November 2026
Duration: 1 year 6 months
Positions available: 1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
You will provide professional, responsive and customer-focused support to employees, managers and field colleagues. Working across People Services, Data Collection and Field, you will help keep enquiries, records, onboarding activity and operational tasks moving accurately and on time.
What you’ll do:
- Be a helpful first point of contact - Respond to routine enquiries through shared inboxes, Microsoft Teams, telephone and other agreed channels
- Take ownership from start to finish - Track tasks, keep people informed, follow up outstanding actions and escalate sensitive or complex issues appropriately
- Support the employee and worker lifecycle - Help with recruitment, onboarding, record updates, compliance activity and leaver processes
- Keep accurate records - Update HR and operational systems, trackers and documents while handling personal and confidential information securely
- Coordinate fieldworker activity - Support recruitment, onboarding, training, PeopleSafe registration, checks, communications and operational initiatives
- Produce clear administration and communications - Prepare letters, reports, spreadsheets, meeting notes and routine updates for different audiences
- Work across teams and priorities - Support People Services, Data Collection and Field during changing priorities, seasonal pressures and peaks in workload
- Improve the customer experience - Spot recurring issues and suggest practical ways to simplify processes, improve guidance and strengthen service quality
- Complete your apprenticeship - Take part in off-the-job learning and assessments, then apply your learning in the workplace
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Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
CAPITAL CITY COLLEGE
Training course
Customer service practitioner (level 2)
What you'll learn
Course contents:
- 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.
- 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.
- 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.
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Training schedule
Customer Service Practitioner Level 2.
Requirements
Essential qualifications
- GCSE in: English (grade 4)
- GCSE in: Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Customer care skills
- Problem solving skills
Other requirements
As well as the salary and apprenticeship development opportunity, you will be working for the largest independent social research organisation in the UK. NatCen’s benefits include: 25 days holiday, plus eight bank holidays, and flexible working, Generous company pension scheme, Life insurance and health cash plan.
About this employer
The National Centre for Social Research (NatCen) is a registered charity and is the largest independent and not-for-profit social research organisation in the UK. At the National Centre for Social Research, we are driven by the belief that social research has the power to make life better. Our research influences policy makers, practitioners, academics and the media, shaping our understanding of the world we live in and how it is changing. We have a staff workforce of 360 with around 700 interviewers/ freelance workers
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay. Career development, professional subscriptions support and mentoring support from industry-leading experts.
Ask a question
The contact for this apprenticeship is:
CAPITAL CITY COLLEGE
Bijal Gor
Bijal.Gor@capitalcct.ac.uk
02078325000
The reference code for this apprenticeship is VAC2000059412.
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