customer Service Apprentice

Summary

Apprenticeship at Fixmer as a customer service and sales advisor. As a sales customer service advisor, you will deliver outstanding customer service by handling and resolving customer enquiries and complaints and processing sales. Upon satisfactory completion of apprenticeship the apprentice may be offered a permanent role.

Wage

£16,292.90 to £26,349.18, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course

Customer service practitioner (level 2)

Hours

41.5 Hours or less as defined by UK age limit laws. Monday - Thursday, 7.00am - 4.00pm and Friday, 7.00am - 3.00pm.

41 hours 30 minutes a week

Start date

Thursday 1 May 2025

Duration

1 year

Positions available

2

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

Job Summary:

As a sales customer service advisor, you will deliver outstanding customer service by handling and resolving customer enquiries and complaints and processing sales
You will also work with all sales leads by directing prospective customers towards suitable products that best meet their needs
You will encourage purchases by explaining product features and benefits to potential customers
You will also assist customers in locating specific products face-to-face, in-store and online and accompany them through the payment process

Key Responsibilities:

Answer phone calls and provide outstanding quality of service to customers
Approach customers and recommend the most appropriate product or service to meet their needs
Lead the sales process from end to end, through to the financial transaction
Manage any returns or customer complaints
Utilise computer systems and software efficiently for producing quotations, sales orders and invoices
Collaborate with courier service providers and dispatch coordinator to promptly address and resolve any shipping issues
Maintain clear and effective communication with other departments and customers to resolve any queries relating to shipping, missed items, and wrong items
Strong communication skills and customer service orientation to handle interactions professionally and helpfully
Manage and track the reasons for collections and returns through spreadsheets
Make and manage claims against couriers for damaged items and late or lost packages

Where you’ll work

UNIT 36
LEGER BUSINESS PARK
CHURCHILL ROAD
DONCASTER
DN1 2TF

Training

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

College or training organisation

TOTAL TRAINING PROVISION LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

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.

Your training plan

As an apprenticeship at Fiximer Ltd you will be working towards your apprenticeship with Total Training provison this is a work-based apprenticeship, meaning you will earn while you learn, gaining hands-on experience in a real business environment

More training information

You will work within our team, applying what you learn directly to your day-to-day tasks.

This practical approach ensures that you develop the skills and knowledge needed to deliver outstanding customer service.

Dedicated Skills Coach: Throughout your apprenticeship, you will receive tailored support from a dedicated Skills Coach provided by Total Training Provision.

They will guide you through your learning journey, offering:

One-to-One Sessions: Regular personalised training to help you meet your goals and excel in your role
Expert Advice: Insights and feedback to ensure you build confidence and capability in all aspects of customer service

Blended Learning Approach:

The apprenticeship combines practical work with structured learning, including:

Online modules to build essential knowledge
Interactive workshops and training sessions
Assignments and projects tailored to your role

Off-the-Job Training:

You will dedicate 20% of your time to off-the-job training, which might include attending workshops, shadowing colleagues, or completing coursework

End Point Assessment (EPA):

At the end of your apprenticeship, you will complete an EPA to showcase the skills and knowledge you’ve gained, achieving a nationally recognised qualification in customer service
This structured yet flexible training program is designed to help you succeed in your apprenticeship and set the foundation for a thriving career in customer service

Requirements

Essential qualifications

GCSE in:

English (grade 4 or above)
Maths (grade 4 or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Patience

About this company

FIXIMER, the UK supplier of internal joinery components, tools, accessories, stair parts and decorative elements. Fiximer is a family business created out of a passion for wood, handed down from generation to generation for over 50 years. Over the past decades, we have gained expertise in staircase renovations which gave us the opportunity to select the best quality materials, tools and accessories we can now proudly supply our customers with. Our aim is to provide the highest quality products with an emphasis on customer satisfaction, making sure our customer’s experience is nothing short of delightful whether you are a joiner, DIY geek or a homeowner. As well as competitive pricing on our quality products, we offer our full commitment and professional advice

https://www.fiximer.co.uk/ (opens in new tab)

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Upon satisfactory completion of apprenticeship the apprentice may be offered a permanent role

There will be training on sales, customer services, product knowledge and systems.

The apprentices performance and absence will be managed in line with all company policy’s and procedures.

Ask a question

The contact for this apprenticeship is:

TOTAL TRAINING PROVISION LIMITED

Jessica Louise Oates

jessica.oates@total-tp.com

07383459635

The reference code for this apprenticeship is VAC1000312621.

Apply now

Closes in 27 days (Wednesday 30 April 2025 at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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