Customer Service Apprentice

ALBION BUSINESS LTD

NEWCASTLE (ST5 1JP)

Closes in 15 days (Sunday 11 May 2025 at 11:59pm)

Posted on 24 April 2025

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Summary

Working under the mentorship of experienced team members, you'll assist the relevant teams in ensuring the highest quality customer service and support for our clients. We are in regular contact with our clients on a monthly basis and, as an apprentice on our team, you'll support us in analysing monthly invoices and creating detailed reports.

Wage

£11,778 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, 30 hours per week. Shifts TBC.

30 hours a week

Start date

Monday 19 May 2025

Duration

1 year 3 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

  • Download Customers monthly invoices ensuring accuracy
  • Full training in completing draft bill reviews
  • Pivot itemised usage
  • Answer and transfer calls; efficiently handling inquiries and directing calls to appropriate departments
  • Working within an experienced team building rapport with regular clients on a regular basis
  • Training given to analyse monthly invoice reports

Where you’ll work

23 ALBERT STREET
NEWCASTLE
ST5 1JP

Training

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

College or training organisation

NEWCASTLE AND STAFFORD COLLEGES GROUP

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 - https://www.instituteforapprenticeships.org/apprenticeship-standards/st0072-v1-1
  • 20% off the job training

Requirements

Desirable qualifications

GCSE in:

  • English (grade 4/C)
  • Maths (grade 4/C)

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
  • Administrative skills
  • Team working
  • Initiative

About this company

Originally focussing on business customers in Staffordshire and its surrounding borders. We now service customer throughout the UK. Based in the heart of the country with a prime location of Staffordshire, Albion is an independent provider of business communications. Albion is built upon integrity and diligence, and we believe that we are not simply another supplier but an extension to your businesses function.

https://albionbusiness.com/ (opens in new tab)

Company benefits

You will be working in a brand new state of the art offices.

After this apprenticeship

Could lead to a permanent position for the right person.

Ask a question

The contact for this apprenticeship is:

NEWCASTLE AND STAFFORD COLLEGES GROUP

The Apprenticeship Hub

apprenticeships@nscg.ac.uk

01782 254287

The reference code for this apprenticeship is VAC1000316748.

Apply now

Closes in 15 days (Sunday 11 May 2025 at 11:59pm)

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