Customer Service Practitioner Apprenticeship

Summary

We’re seeking a Customer Services Apprentice to join our team, building strong relationships with customers and supporting them as needed. In this role, you’ll be responsible for delivering exceptional service, becoming an essential part of our mission to transform the childcare industry. This is your chance to grow and make a difference!

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Mon - Fri - 08:00 or 08:30 start with a 17:00 or 17:30 finish
40 hours a week
Possible start date: Monday 7 October
Duration: 1 Year
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Your responsibilities will include:
Responding to incoming calls, emails, and tickets, and greeting customers warmly and confidently.
Owning your workload, including 1st line triage and escalation of tickets to 2nd and 3rd line. Identifying and assessing customer needs and requests to deliver outstanding service on every call.
Striving to meet and achieve your individual and team targets.
Processing all inquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
Becoming an expert in Blossom, including all financial and operational aspects of the product, the Early Years sector, Blossom’s values, and your customers.
Resolving product or service tickets by understanding and clarifying customer queries, and following up promptly with a resolution.
Keeping records of all customer interactions in our CRM tool (HubSpot) and our product management tool (Jira).
Liaising internally with our technical teams as required to escalate issues and reach a resolution.

Where you’ll work

Argyle House,

Middlesex,

HA6 1NW

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

THE NVQ TRAINING CENTRE 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

Teaching and learning the skills, knowledge and behaviours within Customer Services

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4)
Maths (grade 4)

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

Administrative skills
Attention to detail
Communication skills
Customer care skills
Initiative
IT skills
Organisation skills
Problem solving skills
Team working

Other requirements

Have you considered hours / wages / location?

About this company

Blossom is on a mission to make it easier to give children the best possible start in life. It's no small task, which is why we’re always on the lookout for talented people to help us do even better. We focus on designing and delivering the best product possible, supporting our customers to ensure Blossom makes their lives easier, and spreading the word to those who want to listen. Join our lively, dynamic, and ever-growing team!

After this apprenticeship

This role offers excellent career progression opportunities, with the potential to advance to leadership positions or transition into other departments like Sales, Marketing, or Product Development. You'll gain valuable skills and industry expertise, positioning yourself for long-term growth within a rapidly expanding company.

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