Customer Service Apprenticeship

Summary

Silver Mushroom / CK Fulfilment are looking for an enthusiastic and organised individual to start a customer service apprenticeship with them. CK Fulfilment is a dynamic and forward-thinking distribution and fulfilment business, committed to delivering high-quality services.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 8.30am - 5.00pm

37 hours 30 minutes a week

Start date

Monday 19 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

Responding to clients inquires via email /zendesk
Learn how to resolve basic customer issues and escalate more complex cases
Provide updates on order status and delivery timelines
Provide updates on backorders
Learn about handling refunds , returns and order modifications
Support booking and tracking of shipments through DPD, AGL POrtal, Yodel, Starlings , Kammac
Raising and tracking claims
Tracking tasks on Monday.com software(daily-weekly)
Collaborate with sales department and warehouse to develop methods for handling issues and reducing complaints
Collaborate with sales department and warehouse to develop methods for handling issues and reducing complaints
Ability to communicate and explain procedures and solutions to Clients

Where you’ll work

Unit 3A
Carnfield Place, Bamber Bridge
Preston
PR5 8AN

Training

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

College or training organisation

HOPWOOD HALL COLLEGE

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 Apprenticship Standard
All training will take place in the workplace

Requirements

Desirable qualifications

GCSE in:

Maths (grade Grade 4/C or above)
Maths (grade Grade 4/C 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
Administrative skills
Logical
Team working

About this company

About CK Fulfilment / Silver Mushroom CK Fulfilment is a dynamic and forward-thinking distribution and fulfilment business, committed to delivering high-quality services. We are passionate about fostering a high-performing workforce, and we make our hiring decisions based on experience and skills. At CK Fulfilment, we value your enthusiasm for learning, problem-solving, and contributing to our ongoing success.

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

After this apprenticeship

Upon successful completion of the apprenticeship, you’ll be offered a permanent role within our business administration team, with the potential for further career development, including supervisory and management positions

Ask a question

The contact for this apprenticeship is: