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Team Leader Apprenticeship - Libraries (L3 Customer Services Specialist)
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Team Leader Apprenticeship - Libraries (L3 Customer Services Specialist)
Location: Luton (LU3 2NL)
Closing Date: Wednesday 21 October 2026 at 11:59pm
Posted on: 7 October 2026
Summary
Provide leadership with operational responsibilities to a small team for the day-to-day running of the library. The post holder will offer direction, instructions, and guidance to colleagues to achieve set goals and ensure the smooth functioning of the library within the wider organisation.
Wage: £27,943 a year
Minimum wage rates (opens in new tab): Annual salary will increase to £29,094 upon successful completion of apprenticeship.
Training Course
- Customer service specialist (level 3)
- Training provider: LOCOMOTIVATION LTD.
Hours
Working within a 2-week rota, you will be required to work some evenings and weekends.
37 hours a week
Start date: Monday 23 November 2026
Duration: 1 year 3 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
- Manages the team and resources to deliver tasks within budget and targets, reducing carbon footprint and business costs
- Collaborates and builds relationships with stakeholders to identify and support improvement opportunities
- Lead and manage the team to ensure the application of equity, diversity, and inclusion principles
- Acts as a key holder and opens and secures the sites as appropriate
- Supports the development and implementation of sustainable operational plans contributing to projects, initiatives, and their implementation to achieve organisational goals
- Sets, monitors, and manages objectives and performance which link to organisational outcomes
- Deliver and develop high-quality events and activities
- Monitoring compliance with policies, procedures, health and safety requirements and relevant legislation
Where you'll work
Leagrave Library
124 Marsh Road
Luton LU3 2NL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Course contents
Business focused service delivery:
- Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisations needs as well as the customer requirements
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Providing a positive customer experience:
- Through advanced questioning, listening, and summarising, negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options, and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost-conscious mindset when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Working with customers/customer insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication, and facts and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations, take into account historical interactions and challenges to determine next steps
Service Improvement:
- Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations, and industry best practice
Requirements
Essential qualifications
- GCSE in: Customer Service (or similar) (grade Level 2 or equivalent)
- English (grade C/5)
- Maths (grade C/5)
- Vocational in: Emergency First Aid at Work (grade Level 3)
Skills
- Communication skills
- IT skills
- Organisation skills
- Customer care skills
- Number skills
- Team working
- Initiative
- Non-judgemental
- Leadership
Other requirements
- Experience working in a customer-facing environment
- Some leadership experience or the ability to motivate and support others
- Strong communication and organisational skills
- Good IT skills, including email and Microsoft Office application
- A commitment to delivering excellent customer service and promoting equality, diversity, and inclusion
- Flexibility to work weekends and across different Luton library locations
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Because of the nature of this job, it will be necessary for the appropriate level of criminal record disclosure to be undertaken.
About this employer
Active Luton is a community wellbeing trust offering leisure and sport, health and wellbeing, community outreach, training and education, and Luton’s library services. We want to make sure everyone in Luton has the right access and opportunity to get active and improve wellbeing and quality of life.
https://activeluton.co.uk/ (opens in new tab)
Company benefits
- 25 days annual leave plus Bank Holidays, increasing by 5 days after 5-years' service
- Opportunity to buy and sell holiday
- Free swimming and heavily discounted gym membership
- Discounted golf, sports hire, and food and drink
- Cycle to work scheme
- Supportive and inclusive working environment
- Employee assistance programme
- Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions. You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Equips you for roles in a wide range of sectors and industries including customer service, sales, support teams, hospitality, contact centres, retail, webchat, service industry, or customer service point.
Ask a question
The contact for this apprenticeship is:
LOCOMOTIVATION LTD.
recruitment@activeluton.co.uk
The reference code for this apprenticeship is VAC2000057691.
Apply now
Closes in 13 days (Wednesday 21 October 2026 at 11:59pm)
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