• Contract Term: Apprenticeships
  • Location: Newport, Isle of Wight
  • Contract Type: Full time
  • Salary: £5.00 per hour

Closing Date: 17/03/20222
Job Start Date: March 2022

Here at The Isle of Wight College we work with a number of employers, in a vast array of industries. A fantastic opportunity has arisen to work for Citizens Advice as a Customer Service Front Desk Apprentice.

Citizens Advice Isle of Wight is an independent charity based in Newport, Isle of Wight and is part of the Citizens Advice network across England and Wales.


People come to us with all sorts of issues. They may have problems with money, benefits, housing or employment. They may be facing a crisis or just considering their options. Amazing funders support our specialist teams who can offer casework on money, tax, welfare and crisis issues. We also run the Community Directory “Isle Find It”, the Isle Help Me website and clients can contact us face to face, on the phone, by letter or via web chat and email.


Our organisation value diversity, promote equality and challenge discrimination wherever we see it.


Our core service is offered by Volunteers with 27 staff covering many roles which keeps the service available to everyone who needs us.


Rather excitingly, Citizens Advice Isle of Wight are now looking for a pro-active, friendly and approachable apprentice to join their team whilst working towards a Customer Service Level 3 Apprenticeship programme.


Apprentice Role:


Not all clients need advice – some just need help to find the right information. Others need support to use digital services. Front Desk Assistants provide exactly that, where the successful apprentice’s role will consist of helping clients to use things like tablets, kiosks, online PCs, benefits calculators and direct dial phones. In doing so, they help build the skills and confidence of clients to find information online and use digital services like vehicle tax renewal, finding a rented property and claiming benefits. Front Desk Assistants are the gateway to the General Advice service, explaining the process to the client and ensuring that the client’s needs are met.


Role profile:

You be required to carry out some or all the activities below:


Client Support

  • Explaining the service to members of the public
  • Supporting clients with using self-help services including kiosks, PCs and tablets
  • Helping clients to identify the correct leaflet, self-help resource or service provider
  • Identifying when clients need to be referred for more help
  • Signposting clients appropriately to suit their needs following agreed protocols
  • Recording client numbers and issues


Operate Reception and Provide Information

  • Welcome clients coming into the Advice Centre
  • Explain waiting times and procedures to clients
  • Making appointments at the Isle Help Advice Centre and island-wide Community Advice Sessions


Providing a Sensitive Service for the Client


  • Maintain confidentiality about clients and their contact with the LCA
  • Consult the Advice Session Supervisor appropriately
  • Work within agreed systems and procedures
  • Process client information collected at the Help Desk
  • Provide client with information where appropriate, including details of other agencies, and point out leaflets/fact sheets within Citizens Advice website
  • Maintain stocks of stationery and leaflets



  • Assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channel.



Person Specification:   

  • Competent in using IT to complete forms and conduct transactions online
  • Polite, friendly, open and approachable
  • Ability to offer help appropriately and sensitively in a public environment
  • An understanding of why confidentiality is important
  • Excellent communication skills
  • Being open and approachable
  • Respect for views, values and cultures that are different from your own
  • A commitment to the aims and principles of the Citizens Advice service
  • A positive attitude to self-development and assessment
  • Ability to work as part of a team
  • Ability to recognise the limits and boundaries of the role


In accordance with Citizens Advice national policy the successful candidate maybe screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.

Qualifications Required:

GCSE grade C/4 or above in English and Maths (or equivalent qualification and/or ability to work towards these Functional Skills) 


  • Customer Service Level 3 Apprenticeship Standard
  • Functional Skills in Maths and English if required
  • There is a requirement to complete 20% off the job training, this includes time spent either learning something new, attendance at regular workshops, other courses or any support work that is not in your usual role
  • Apprenticeship duration will be around 15 - 18 months where the final 3 months will involve gateway for the end point assessment
  • Attendance at college as part of the course

Working Week:

  • 33 hours per week


£5.00 per hour

The current National Minimum Wage (NMW) rate for apprentices is £4.30 per hour. This applies to 16-18-year-old apprentices and those aged over 19 in the first year of their Apprenticeship. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training. For more information visit: www.gov.uk/national-minimum-wage-rates

Once qualified and upon successful apprenticeship completion, there may be an opportunity to progress to a permanent role within the business, dependent on suitability and opportunity at that time.

If this sounds like the next, or indeed first step you want to take with your career, then please apply with your CV and a Covering Letter telling us why you would be the ideal candidate for this brilliant opportunity!