People and Field Services Apprentice

Summary

Instant Impact in partnership with NatCen (The National Centre for Social Research) are hiring two People and Field Services Apprentices to join the People Services team. This is an opportunity to build a career in customer service, people operations or business support while completing a Customer Service Specialist Level 3 Apprenticeship.

Wage

£20,000 a year

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday 9.00am - 5.00pm.

35 hours a week

Start date

Thursday 12 November 2026

Duration

1 year 6 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

You will provide professional, responsive and customer-focused support to employees, managers and field colleagues. Working across People Services, Data Collection and Field, you will help keep enquiries, records, onboarding activity and operational tasks moving accurately and on time.

What you’ll do:

• Be a helpful first point of contact - Respond to routine enquiries through shared inboxes, Microsoft Teams, telephone and other agreed channels
• Take ownership from start to finish - Track tasks, keep people informed, follow up outstanding actions and escalate sensitive or complex issues appropriately
• Support the employee and worker lifecycle - Help with recruitment, onboarding, record updates, compliance activity and leaver processes
• Keep accurate records - Update HR and operational systems, trackers and documents while handling personal and confidential information securely
• Coordinate fieldworker activity - Support recruitment, onboarding, training, PeopleSafe registration, checks, communications and operational initiatives
• Produce clear administration and communications - Prepare letters, reports, spreadsheets, meeting notes and routine updates for different audiences
• Work across teams and priorities - Support People Services, Data Collection and Field during changing priorities, seasonal pressures and peaks in workload
• Improve the customer experience - Spot recurring issues and suggest practical ways to simplify processes, improve guidance and strengthen service quality
• Complete your apprenticeship - Take part in off-the-job learning and assessments, then apply your learning in the workplace

Where you'll work

National Research 250 City Road
London
EC1V 2AB

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

CAPITAL CITY COLLEGE

Training course

Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

Customer Service Practitioner Level 2.

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• Maths (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• Attention to detail
• Customer care skills
• Problem solving skills

Other requirements

As well as the salary and apprenticeship development opportunity, you will be working for the largest independent social research organisation in the UK. NatCen’s benefits include: 25 days holiday, plus eight bank holidays, and flexible working, Generous company pension scheme, Life insurance and health cash plan.