Customer Service Apprenticeship

TU PACK LIMITED

ROWLEYS GREEN LANE (CV6 6AT)

Closes in 29 days (Sunday 25 May 2025 at 11:59pm)

Posted on 25 March 2025

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Summary

Reporting to the Customer Success Manager, you will handle client support tickets efficiently, ensuring KPIs are met and the CRM system is optimised. As the primary client contact, your goal is to provide excellent service and exceed expectations.

Wage

£16,575 a year

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, Shifts to be confirmed

37 hours 30 minutes a week

Start date

Monday 26 May 2025

Duration

1 year 2 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

  • Ensure KPIs are met, including response times and client satisfaction
  • Respond to initial enquiries within 1 hour off-peak and 3 hours during peak periods
  • Record all client interactions in the CRM system
  • Improve communication between customer service and warehouse teams
  • Monitor inbound logs and inform clients of penalties or quarantined items
  • Work with warehouse and finance teams to enhance service delivery
  • Ensure clients follow CRM processes and seek improvements
  • Manage and resolve miscellaneous client enquiries
  • Update process documentation for changes in client packing procedures
  • Direct clients to submit tickets via the CRM portal
  • Use Trello to manage client work orders
  • Maintain and update the Investigation Log, investigate errors, and complete support-related reports

Where you’ll work

UNIT 8
KWIK FORM BUILDING
HALES INDUSTRIAL PARK
ROWLEYS GREEN LANE
CV6 6AT

Training

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

College or training organisation

COVENTRY AND WARWICKSHIRE CHAMBERS OF COMMERCE 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

  • Customer Service Practitioner Level 2 Apprenticeship Standard
  • Study release on a Tuesday at CWCT 9.30am - 4.30pm

Requirements

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
  • Attention to detail
  • Customer care skills
  • Logical
  • Team working
  • Creative
  • Non judgemental
  • Patience

About this company

Tu Pack is a third-party logistics provider for retail and homeware brands. We offer storage, order fulfilment, warehouse management, distribution, and inventory services. Our mission sets us apart, ensuring clients maintain their brand identity while prioritising sustainability, service quality, and cost efficiency. Our Values: We aim to redefine fulfilment by being a transparent and reliable partner from order to delivery. Our core values are: ● Compassion – A considerate approach to customers and the environment. ● Entrepreneurialism – Thinking like our clients to remain flexible, determined, and solution-focused. ● Professionalism – Providing reliability and dedication to instil client confidence.

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

After this apprenticeship

  • Completion of the Apprenticeship could lead to a permanent position within the business

Ask a question

The contact for this apprenticeship is:

COVENTRY AND WARWICKSHIRE CHAMBERS OF COMMERCE TRAINING LIMITED

Katie Henderson

henderson.k@cw-chambertraining.co.uk

024 7623 1122

The reference code for this apprenticeship is VAC1000311729.

Apply now

Closes in 29 days (Sunday 25 May 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.