Customer Service Apprenticeship

Summary

This is an office/call centre-based role, gaining experience across all aspects of a customer service, whilst studying for a Level 2 Customer Service qualification. The successful applicant will have the opportunity to progress onto employment within customer service, upon completion.

Wage

£15,704 to £25,396.80, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Wage negotiable depending on experience. Likely to be above Apprentice wage.

Training course

Customer service practitioner (level 2)

Hours

Work Week: 40-hours Monday to Friday 08:30 - 17:00 45-minutes lunch

40 hours a week

Start date

Monday 5 May 2025

Duration

1 year

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

Main duties include:

making and receiving calls with customers and following up to maintain good customer relationships
Learning about new products and passing on information to customers
Processing orders
Using computer systems to update records of sales and customers
Dealing with complaints and warranty claims
Offering technical support about all products

Where you’ll work

3 Old Winery Business Park
Cawston
Norwich
NR10 4FE

Training

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

College or training organisation

HEART OF ENGLAND TRAINING 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

The apprenticeship will be delivered on-site at your work placement offices. 80% of your time will be normal working within the business learning all aspects of the role from administrative support to retail space design on bespoke software packages. 20% will constitute off-the-job learning and will consist of a combination of virtual sessions, self-working and on-site visits by your tutor.

There will be no requirement to travel to college. The Apprentice will work towards a Customer Service level 2 qualification and receive training on various business-specific software packages such as AutoCAD, Matterport and Storeview.

More training information

This will be a flexi job apprenticeship, delivered on site. 80% of your time will be working and 20% learning. You will meet with a tutor online and have to gather evidence of you learning in and online portfolio. There will be assignments and projects set by the tutor.

This will be followed by and end point assessment.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade D/3)

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
Positive can-do attitude
Confidant on the telephone
Technical know how

Other requirements

It will be necessary to maintain a professional manner at all times and be able to handle Customers issues with empathy and without frustration and have enough self esteem not to take things personally.

About this company

Training & Apprenticeships in Construction Ltd (TrAC) is a DfE approved Flexi Job Apprenticeship Agency who will employ you for the duration of the apprenticeship and pay your salary. You should be aware that you will be placed with a host employer but you will not be employed by them. Your placement may change during the course of your apprenticeship but TrAC will employ you throughout, as well as continuing to support you into employment or further learning at the end of your apprenticeship.

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

Company benefits

25 days holiday

After this apprenticeship

Progression into Customer Service employment.
Possibility for further training at level 3.

Ask a question

The contact for this apprenticeship is:

TRAINING AND APPRENTICESHIPS IN CONSTRUCTION LIMITED

Duncan Nash

duncan@tracweb.co.uk

07909472711

The reference code for this apprenticeship is VAC1000308066.

Apply now

Closes in 28 days (Wednesday 30 April 2025)

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.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

click the link then click "apply now" and fill in the form with basic details. you will be contacted to discuss your CV in a screening call. you can also send your CV to the contact listed.

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