Customer Service Apprentice

Summary

Attending college training days, as required, you’ll have excellent interpersonal skills when dealing with colleagues, customers and clients, along with an understanding of internal processes, and apply them. You’ll be trained to deliver a high-quality service, working efficiently and safely, whilst achieving excellent customer experience results.

Wage

£20,800 a year

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Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 08:00 - 17:00 with one hour for meal break (unpaid). All working hours will be completed in the office.

40 hours 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

Attend all required college training days as the apprenticeship requires
Demonstrating good interpersonal skills and cultural awareness when dealing with colleagues, customers and clients during tasks
Understand internal processes and apply them in working practices
Observe and shadow in order to learn tasks, developing the ability to work independently and to take responsibility
Demonstrate a willingness to follow instructions and learn new tasks, taking personal responsibility for your own development
Be compliant with uniform, dress code or PPE requirements for your role
Assist with diligent problem-solving to achieve excellent customer experience results
Work in conjunction with the team to deliver a reliable service

Where you’ll work

The Campus
Welwyn Garden City
AL8 6AE

Training

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

College or training organisation

THELIGHTBULB LTD

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Customer Service Specialist Level 3 Apprenticeship Standard
Your apprenticeship will be completed in house, with the majority of communication with the training provider being via teams

Requirements

Essential qualifications

GCSE in:

Maths & English (grade 4-9)

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
Administrative skills

About this company

Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.

Company benefits

26 days holiday (including bank holidays). Healthcare cash plan. Profit Share Annual Discretionary Bonus Scheme. Cycle to Work scheme.

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

Upon completion, the apprentice will be awarded a Level 3 Customer Service Specialist Apprenticeship
There is also the possibility of a permanent contract of employment depending on the business needs and available vacancies at the time of completion

Ask a question

The contact for this apprenticeship is:

MORGAN SINDALL PROPERTY SERVICES LIMITED

Lois Murgatroyd

Trainingmsps@morgansindall.com

The reference code for this apprenticeship is VAC1000314952.

Apply now

Closes in 18 days (Thursday 8 May 2025)

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

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