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Customer Service
Apprenticeship Programme
Looking for a career but don't know where to start? Getting trained up in Customer Services provides you with skills that remain valuable for the entirety of your working life. Earn while you learn and you'll come out of the apprenticeship with a formal qualification, hands-on experience and a permanent job waiting for you.

Locations: Newcastle and Newport

Application deadline: Friday 30th June 2023

Start date: October/November 2023
Who are we?

We're Shared Services Connected Ltd (SSCL), a leader in critical business support services for the UK's largest Government departments, Defence, the Police, and the Construction Industry Training Board (CITB).

We provide digital solutions and Innovation and Advisory services to improve end-to-end employee services. This includes HR & Payroll, Finance, Procurement, Pensions Administration and Resourcing Services. We aim to enhance customer experience and enable smarter public services.

With more than 3,000 of us working at SSCL, we operate at size and scale across the UK Public Sector. Having already delivered savings of just under £300 million, this means more funds are available for front line public services.

What you'll learn

You'll learn a range of transferable skills, including:
• Using appropriate communication skills, awareness of ‘tone of voice’ in both verbal and non-verbal communication
• Ability to problem solve to reach a resolution
• Active listening skills
• Organising and prioritising your own workload, as well as working to meet deadlines

The core learning areas of the Customer Services apprenticeship include:
• Knowing your customer: core principles of customer services how to understand the customer’s needs, resolve issues and deliver
• Understanding the organisation: including structure, regulation and legislation and product and services
• Systems and resources: handling and processing information and working across multiple systems
• Equality and diversity in the workplace​​​​​

What you'll bring

Ideally you will hold an English & Maths GCSE (or equivalent) at Grade C/4 or above, or a willingness to work towards a functional/essential skills certification
Excellent communicator who enjoys speaking to people and is confident on the phone
Good attention to detail and ability to organise and prioritise various tasks
Comfortable going through a security clearance process
Through the programme, you will gain a Level 2 Customer Service Apprenticeship and the skills needed to set you up for your career within SSCL; currently ranked among the top organisations in the UK’s Best Workplaces™ for Wellbeing list and placed 20th in the Super Large Organisations category in the UK's Best Workplaces 2023.
Customer Service Apprenticeship



We are expecting to see a large number of applications for this programme but will try our best to get back to you as quickly as we can to provide you with updates along the way. We are a Disability Confident employer, so please do let us know if you require any reasonable adjustments.


Here is what you can expect from the application and selection process:

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Online application
This should take you around 5 minutes. Click to apply from the relevant advert, depending on the location you are interested in, then upload your CV. Closing date is 30th June.
Eligibility questionnaire
To make sure you are eligible for the apprenticeship, we will send you a questionnaire to complete within 5 days of your application. Please see the job advert to check the eligibility criteria before you apply.
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Aptitude test
This is just our way of learning if you'd be a good match. The test takes you through some workplace scenarios to see how you would respond and how you prioritise tasks. You will have until 1st August but we encourage you to complete this as soon as possible.
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Pre-screen call
We'll invite you to a video call with one of our Recruiters where they will ask about your interest in the programme and why you think it's a good fit for you. This will take around 30 minutes and also gives you a chance to ask any questions.
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Insight day
This is the final stage in the selection process. We'll invite you onsite to meet more of our team in either the week commencing 17th or 21st August. The day will involve a tour of the office, a selection of group tasks and an interview.
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We plan to let you know by 1st September if you've been successful in securing a place on the programme. If you haven't been successful, we'll arrange a time to speak to you to give you some feedback and hear your thoughts on the process.
Security clearance
We'll need you to gain security clearance before you can start. There'll be some forms for you to complete, then processing time is typically 6-8 weeks.
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We're planning for a start date in October/November. On your first day, you'll meet some of our team in person and will get to know other people joining you on the programme.

Hear from Georgia who's currently completing her Customer Service Apprenticeship at SSCL

Customer Service Advisor
What is your role at SSCL?
I am a Customer Service Advisor and the apprenticeship programme gives me the opportunity to move around the Contact Centre team. I have been on the switchboard team, and currently I'm on the Ministry of Justice (MOJ) HR team.

What does your work involve?
My work on the MOJ HR team involves supporting the Ministry of Justice and
His Majesty’s Prison and Probation Service employees with a variety of issues. These are usually issues surrounding their pay, parental leave and retirement. The HR team manages hundreds of enquiries a day and it's our responsibility to ensure that everyone's queries are dealt with in a responsible and respectful manner and that we assist the employees effectively.

How have you found the apprenticeship programme so far?
The apprenticeship programme so far has been amazing. I feel well supported and I am really noticing progress in the development of my skills. When I began the apprenticeship I was unsure what to expect, working in such a large company which I had not really done before, but the support and knowledge that every single one of my colleagues have given me has really made it such a positive experience. The way the programme is run is great. I have ample time to complete all of my assignments, as well as help and guidance from my team leaders, my mentor, my fellow apprentices and my apprenticeship advisor.
Why did you choose SSCL?
SSCL really stood out to me when I was looking for a job. The
company clearly voiced their beliefs and passions throughout the recruitment process, and I can see now that these are a clear backbone to the company. They offered support throughout the process which reflects the support I receive now in my role. The opportunities of a customer service apprenticeship where I could move around many different teams really excited me and I was excited to develop all of my skills.

SSCL is recognised as a Great Place to Work®, what do you personally think makes it so great?
Personally, I think that SSCL is recognised as a great place to work because of the way it treats its employees. SSCL reminds employees that we should treat one another equally and with respect, and we should expect our employer to treat us that way too. This theme is reflected in workshops held, policies on our intranet, as well as the office space we work in.

Hear from a current mentor on the Customer Service Apprenticeship

What motivated you to become a mentor?
I wanted to be involved in a project that would make a positive difference to a young person's career and ultimately, their life. I feel that I have a lot of work skills that I can offer to somebody starting out on their career.

Why do you think it is important for us to recruit and support apprentices?
It’s great to “grow our own” so we can nurture them and see them progress within the business. SSCL is a complex business and it’s great to be able to provide them with a view of it from the start of their employment.

What has been the best thing so far about mentoring an apprentice?
Getting to know them, what they expect, what they are looking for and how I can possibly help with any part of that.  It’s also great for my personal development.
Customer Service Apprenticeship