Customer Service Advisor Apprentice

Summary

At Darcica Logistics, we’re more than just a delivery company - we’re a family-run business built on trust, care, and a commitment to doing things the right way. You’ll be the friendly voice of Darcica - helping customers, solving problems, and ensuring every interaction reflects the care and commitment we’re known for.

Wage

£13,741 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Customer service practitioner (level 2)

Hours

Monday to Friday, Lunch break 1-hour (unpaid), working hours TBC

35 hours a week

Start date

Tuesday 1 July 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

Perform related duties as assigned by Operations Manager
Maintain compliance with all company policies and procedures
Complete Palletways exceptions before 13:00 noon daily
Book in pallets for next day delivery/collection
Log all ADR recharges and each Monday log onto palletways portal
Go though ADRs assigned to Darcica and challenge after investigation if Darcica not at fault
Periodically monitor all Customer Service email inbox (plus any others required if cover needed) and respond to all emails in a timely manner
Forward incoming emails to relevant people where required
Deal with incoming telephone queries/enquiries
Deal with parcel queries/enquiries including locating missing parcels, submitting claims and liaising with customers
Add all claims and the progress to the claims log
Go through exceptions on hold daily and log with carriers where necessary. Update customers if needed
Check over and respond to Bonus Malus exceptions report challenging where possible
Liaise with each carrier regarding parcel queries/enquiries
Set up parcel/pallet consignments and print labels
Deal with pallet queries, either from customers or Depots
Assist in locating any pallets if not showing as at depot, where required
Make/confirm delivery and collection arrangements with customers
Ensure timely communication with all drivers to update with changes to delivery or collection requirements

Assist with company driver queries regarding:

Delivery failures
Unable to contact customers
Unable to get to or locate delivery point
Issues where the delivery point is closed

Liaise with fulfilment customers regarding:

Ensure all orders are on the IT system
Deal with any queries
Set up and track third party collections
Ensure each third-party collection is correctly charged to the correct customer
Complete a customer manifest of all parcels at cease work
Complete a carrier manifest of all parcels at cease work

Where you’ll work

Unit 9 Launton Business Centre
Bicester
Oxon
OX26 4PP

Training

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

College or training organisation

HAWK MANAGEMENT (UK) 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.

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
Problem solving skills
Team working
Patience
Microsoft 365 experience
Empathy
Polite telephone manner
Positive mind set

Other requirements

Personal qualities to consist of: - Willingness to learn and take on feedback - Positive attitude and professionalism - Reliability and punctuality - Resilience and ability to handle setbacks - Self-motivated

About this company

Darcica Logistics – Driving towards a better future. At Darcica Logistics, we’re more than just a delivery company – we’re a family-run business built on trust, care, and a commitment to doing things the right way. Based in the heart of Oxfordshire, we’ve grown into a dynamic logistics provider that’s making waves in the industry for all the right reasons. What sets us apart? Sustainability is at the beating heart of everything we do. From eco-conscious delivery solutions to supporting green innovations in our operations, we’re on a mission to drive change and make a positive impact – not just for our customers, but for the planet too

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

Company benefits

(EAP) Employee Assist Programme including shopping and lifestyle discounts Food cupboard Pension scheme

After this apprenticeship

At Darcica Logistics we believe in promoting from within the business and as such 70% of progression have been invested into current employees either to excel in their current position with courses and qualifications or to move into another department if there is a genuine interest.

Ask a question

The contact for this apprenticeship is:

HAWK MANAGEMENT (UK) LIMITED

Rebecca Farmer

rebecca4@hawktraining.com

The reference code for this apprenticeship is VAC1000311879.

Apply now

Closes on Monday 23 June 2025

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