Customer Experience Agent Apprentice

Summary

The core purpose of this role is to provide consistent, quality customer service & admin tasks for the department. A Customer Experience Agent is responsible for owning the end-to-end customer experience; identifying issues proactively, building relationships with stakeholders and identifying improvements which benefit both Maersk & our customers.

Wage

£21,000 a year

Check minimum wage rates (opens in new tab)

After 6 months increasing to £23,000 and after 12 months to £25,000 if performance targets are reached

Training course

Business administrator (level 3)

Hours

Monday - Friday, 8.00am to 5.00pm, working hours to be confirmed.

37 hours 30 minutes a week

Start date

Tuesday 1 July 2025

Duration

1 year 6 months

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

Key Responsibilities:

Responsible for following a standard set of rules to manage customer expectations (proactively and reactively) and process documentation within the assigned scope
Supports the wider Customer Experience team in delivering higher performance on productivity, accuracy, and timeliness, as per agreed SLA
Participates in teamwork and projects across functions
Manages the end-to-end shipment process in compliance with all company procedures.
Ensures services are delivered to the customers as promised and/or that the customers are kept informed of relevant deviations
Owns customer issues and facilitates their timely and effective resolution by engaging relevant stakeholders
Supports area drive for eCommerce-related initiatives, issues, enhancement ideation and overall usage

Key Success Indicators:

Customer Satisfaction Net Promotor Score
Meeting all timeliness & accuracy KPIs
Call & email quality audits
Identification of productivity improvements through more efficient ways of working
Deliver on ad hoc tasks within agreed deadlines
Consistent application of values in the work environment & demonstrates leadership through our four winning behaviours

Where you’ll work

12th Floor The Plaza
100 Old Hall Street
Liverpool
L3 9QJ

Training

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

College or training organisation

SR APPRENTICESHIPS LIMITED

Your training course

Business administrator (level 3)

Equal to A level

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Business Administration Level 3 Apprenticeship Standard
Level 1/2 Functional Skills in maths and English (if required)
End-Point Assessment (EPA)

This apprenticeship will be delivered in the workplace:

You will have a dedicated Skills Coach who will provide guidance and monitor progress throughout
You will have access to an online portfolio to allow you to monitor your progress and log work completed

More training information

Training Provider SR Apprenticeships.

https://sr-apprenticeships.co.uk/

Requirements

Essential qualifications

GCSE or equivalent in:

English and Maths (grade 4-9 (or equivalent) in English)

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
Non judgemental
Patience

Other requirements

Key skills for the role: • Excellent communication skills and the ability to communicate confidently • Passion for customers and service delivery • Well organised when working under pressure • Team player: Works together with others in the business unit to achieve results, fosters teamwork • Able to multitask and balance time across multiple priorities

About this company

An integrated logistics company working in 130 countries and founded in 1904. Maersk's business activities include shipping, port operation, supply chain management and warehousing. At Maersk, our strategic vision is to become the Global Integrator, offering truly integrated logistics solutions that connect, protect and simplify our customers’ supply chains.

https://www.maersk.com (opens in new tab)

After this apprenticeship

Upon successful completion of your apprenticeship there may be the opportunity for a permanent role within the business.

Ask a question

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