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Team Leader Apprenticeship - Libraries (L3 Customer Services Specialist) 15 months plus EPA
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Library Team Leader Apprenticeship
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.
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
Where you'll work
Leagrave Library
124 Marsh Road
Luton
LU3 2NL
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
LOCOMOTIVATION LTD.
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
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 organisation’s needs as well as the customer requirements
Providing a positive customer experience:
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage 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 mind-set when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
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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
Training schedule
As part of this apprenticeship, the successful candidate will complete the Level 3 Customer Service Specialist Apprenticeship Standard, alongside developing the knowledge, skills and behaviours required to work effectively within a modern library service.
The apprentice will work closely with the Library Manager and experienced colleagues, gaining practical experience in the day-to-day operation of library services while applying learning from the apprenticeship programme. The training programme will cover areas including leadership and management skills. Team performance and supervision. Communication and stakeholder management. Customer service excellence. Operational planning and service delivery. Problem-solving and decision-making. Equality, diversity and inclusion. Health and safety responsibilities. Data protection and compliance requirements. Managing resources and budgets. Continuous improvement and organisational performance.
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The apprentice will receive regular reviews and progress meetings with both the training provider and workplace mentor to monitor development and ensure learning objectives are achieved. Support will be provided to build confidence in leading colleagues, managing workloads, delivering library events and activities, and contributing to service improvement initiatives.
The role will provide practical experience across a range of library functions, including customer enquiries, stock management, community engagement activities, team leadership, and site operations. The apprentice will also receive training in relevant organisational policies, procedures, and legislation to support effective and compliant service delivery. Throughout the programme, the apprentice will be allocated dedicated learning time in accordance with apprenticeship requirements and will be supported in gathering evidence for their portfolio.
Upon successful completion of the apprenticeship and all assessment requirements, including the End-Point Assessment (EPA), the apprentice will achieve the Level 3 Team Leader/Supervisor Apprenticeship Standard and be equipped with the skills, knowledge and experience required to progress within a leadership role in library and customer-focused services.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Other requirements
Working across 3 Libraries - Leagrave - Marsh Farm - Lewsey.
About this employer
Active Luton- Luton libraries.
Company benefits
Discounted gym membership.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Full-time permanent role with Luton Libraries.
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