Apprentice Customer Service Representative

Summary

You will be responsible for handling incoming telephone and email enquiries for the business, in order to resolve enquiries and generate leads.

Wage

£23,500 a year

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Training course

Aviation customer service operative (level 2)

Hours

Monday - Friday between 9.00am - 5.30pm.

37 hours 30 minutes a week

Start date

Monday 1 September 2025

Duration

1 year 6 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

The Hive is a reimagined lead generation and customer service department for the Savills UK business. Residing in Richmond, the Hive is made up of two teams. The Outbound team support Lettings and Sales, while the Inbound team support the whole UK business. The team has embarked on a 5 year project to transform into a modern, technologically advanced department where they plan to become a Market Leader in their space.

Purpose:

To deliver consistently high levels of customer service to our clients - a clear point of difference so all of our clients leave satisfied in the knowledge that they are getting the best outcomes that the market is able to offer as a result of using our services.

You will be responsible for handling incoming telephone and email enquiries for the business, in order to resolve enquiries and generate leads.

Day to day duties:

Answer incoming calls and provide accurate and complete information in a timely manner
Resolve customer inquiries, ensuring that the customer's needs are met
Maintain a high level of knowledge about the company's products, services, and processes
Follow established procedures for handling customer inquiries and complaints
Upsell additional products or services to customers, as appropriate
Accurately document customer interactions and maintain detailed records of customer inquiries
Adhere to established call handling and customer service standards
Understand the company's organisational structure and marketing campaigns
Be the "voice of the brand" and uphold the benchmark of the brand
Follow all Hive procedures, processes and frameworks

Required Core Competencies:

Supporting and Co-operating
Interacting and Presenting
Adapting and Coping
Organising and Executing
Achieving Personal Work Goals and Objectives
Deciding and Initiating Action

Where you’ll work

1 Church Road
Richmond
TW9 2QE

Training

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

College or training organisation

THE GROWTH COMPANY LIMITED

Your training course

Aviation customer service operative (level 2)

Equal to GCSE

Course contents

Comply with all aviation regulations, work within legislative guidelines and procedures.
Complete and maintain documentation to meet current legislative aviation guidelines
Use aviation systems effectively.
Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
Adhere to procedures for identification and safe handling of dangerous goods
Work effectively as part of a team and with others identifying and responding to the needs of individuals, including colleagues, other organisations/stakeholders or customers
Communicate effectively transmitting and receiving information and recording it as required
Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
Interpret and scrutinise travel documentation
Identify passenger anomalies and report to the line manager in accordance with relevant regulations
Correctly check-in all booked passengers and baggage
Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
Deal with the required documents and health related items and the processing channels for these
Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
Take remedial action upon identification of faults or errors in a timely manner.
Comply with all aviation regulations, work within legislative guidelines and procedures.
Complete and maintain documentation to meet current legislative aviation guidelines
Use aviation systems effectively.
Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
Adhere to procedures for identification and safe handling of dangerous goods
Work effectively as part of a team and with others identifying and responding to the needs of individuals, including colleagues, other organisations/stakeholders or customers
Communicate effectively transmitting and receiving information and recording it as required
Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
Interpret and scrutinise travel documentation
Identify passenger anomalies and report to the line manager in accordance with relevant regulations
Correctly check-in all booked passengers and baggage
Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
Deal with the required documents and health related items and the processing channels for these
Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
Take remedial action upon identification of faults or errors in a timely manner.

Your training plan

Customer Service Apprenticeship, Level 2 or Level 3 (depending on experience).

On-the-job training is provided to ensure all the required knowledge and experience is obtained throughout the apprenticeship to qualify successfully.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4)
Maths (grade 4)

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

Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Team working
Written skills

About this company

Founded in the UK in 1855, Savills is one of the world's leading property agents. Our experience and expertise spans the globe, with 600 offices across the Americas, Europe, Asia Pacific, Africa and the Middle East. Our scale gives us wide-ranging specialist and local knowledge, and we take pride in providing best-in-class advice as we help individuals, businesses and institutions make better property decisions.

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

Company benefits

£1,000 Sign-on bonus

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

After you complete your apprenticeship you will continue your career with Savills.

Ask a question

The contact for this apprenticeship is:

SAVILLS (UK) LIMITED

Apprenticeship Team

apprenticeships@savills.com

The reference code for this apprenticeship is VAC1000314097.

Apply now

Closes in 14 days (Sunday 4 May 2025)

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.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

The application process will include: an application form, personality profile, and face to face Interview (including presentation).

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