The British Library - Customer Services Apprentice in Communications (London)

Positions: x2

Weekly Wage: £322.50 per week (£10.75 per hour)

Working week:
Monday to Friday 10.00 am to 3.00 pm

Apprenticeship duration: 
15 months

Apprenticeship level: 
Intermediate Level

London, London Borough of Camden

Start date:
October 2020

The British Library - Customer Services Apprentice in Communications (London)


The British Library is looking for enthusiastic individuals to undertake a customer service apprenticeship within one of the Library’s key areas. We are committed to creating an inclusive working environment, where diversity is valued and there is equality of opportunity. We therefore welcome applications from all sections of the community.

Customer service is varied within the library and you will be part of a cohort of apprentices in varying roles supporting members of the public or internal stakeholders in a variety of teams and functions.

You will have the opportunity later on in the recruitment process to select your preference of role. You could chose to be involved in the marketing team or the internal communications team.

In the marketing role you will develop insights into how to market to and communicate with external customers (for example exhibition and reading room visitors), as well as how to manage and meet the needs of internal customers that we work with in other departments.

In the Internal Communications role you will help to ensure that all staff (our customers) are fully informed about Library news and events. You will also help promote our vision for change (the Living Knowledge) and support key projects and managers.

In either role you will be working closely with your colleagues to complete tasks such as:

  • Compiling written content for internal and external stakeholders
  • Working on communication campaigns that support the Library’s mission and values
  • Communicating with customers using a variety of methods, including face to face, email and potentially via video conferencing
  • Providing administrative support to the team to help meet its objectives

Company benefits
As a member of staff of the British Library you will have access to numerous benefits:

  • Civil service pension scheme and other financial benefit
  • An employer-paid medical cash benefit scheme
  • Flexible working hours
  • Generous annual leave entitlement
  • Family friendly benefits
  • An option to join the Library’s networks including: BAME, Gender Equality, LGBTQ+ and Disability Support.

Internal Training

  • Induction to The British Library, its purpose and values
  • Microsoft Office training – Word, Excel, PowerPoint and Outlook
  • Training on systems specific to the role, e.g. the Library’s content management system
  • Training on the administration tasks relating to the role.
  • Access to internal learning and development opportunities and internal courses
  • The training provider we partner with for the apprenticeship will deliver: online learning modules; a personal tutor and workshops.

Apprenticeship Training provided
Qualification: Customer Service Practitioner Apprenticeship
Level: 2
Duration: 15 months
Course Type: Apprenticeship Standard
Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your work place.

Units Covered:
The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.

These are grouped into 2 themes which complement each other and are as follows:

  • Customer Service Foundations
  • Customer Service Delivery & Personal Effectiveness


  • After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.
  • After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship.
  • End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met. 
  • Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.

Functional Skills:

  • Apprentices also work towards a Level 2 qualification in English and maths in the first half of the programme if they have no prior exemption (GCSE’s A – C or equivalents in English and Maths).

Future Prospects/Progression
At the end of your apprenticeship you will have gained a level 2 qualification in Customer Services. You will also have gained significant work experience in a busy customer services environment, having worked for the UK’s National Library.

At the end of your programme you will have the opportunity to apply for internal vacancies at The British Library.

Employer description
We are the national library of the United Kingdom and give access to the world’s most comprehensive research collection. We provide information services to academic, business, research and scientific communities.

At the British Library we work hard to share our vast collection of books, newspapers, music, sound recordings, web pages and digital content with everyone, both in the UK and around the globe.

We also strive to employ passionate, diverse and forward-thinking people who we can offer a challenging and stimulating work environment, a competitive salary and benefits and a huge and varied range of jobs to choose from.

More information on the British Library can be found on our website

The British Library is a disability confident employer

Skills required
In order to access funding, we need to demonstrate an individual needs to be in a position where they will acquire substantive new skills and knowledge.

Whist we will not exclude applicants from applying should they have significant experience and/or higher level qualifications, we will need to assess the candidates ability to further build on these skills and experiences in an entry level apprenticeship.

Desirable skills include:

  • Communication skills
  • IT skills
  • Organisation skills
  • Administrative skills
  • Prioritisation skills

Qualifications required
We are committed to equal opportunities and welcome a broad diversity of talent to apply. If you are new to our industry, with no previous work experience, this apprenticeship opportunity may offer the perfect route as you will acquire new skills and knowledge to support your career progression.

GCSE or equivalent English (Grade D or 3) essential
GCSE or equivalent Maths (Grade D or 3) essential

If you do not hold a previous GCSE or equivalent certificate at grade C/4 or higher you must commit to completing functional skills in Maths and English as part of the apprenticeship. You will also need to take an initial assessment to ensure that you meet minimum entry standards to the course.

Personal qualities

  • Works well in a team and confident in asking for help if required
  • Reflective
  • Willingness to learn

Additional information/requirements that applicants should be aware of
You will need to be available for an assessment centre on the Please note the assessment centre will be carried on the15th, 16th or 17th September and you will be given interviews times that could take place on any of these days.

The assessment centre will be completed on video conference (e.g. Zoom or Teams) and will require internet and computer or smartphone access. We are committed to creating an inclusive environment and will be happy to discuss any adjustments that may be required for individuals to be able to attend.


Reality Check
he British Library has followed government guidelines throughout the recent Covid-19 pandemic and as a result a significant proportion of staff have been working from home where possible. Whilst we are hoping to be returning to the office, the Library will continue to follow guidance which may make home working a possibility in the future

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