Summary
This role is to provide customer service and administrative support. Learn to use internal systems and assist with managing customer accounts.
- Wage
£14,560 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service specialist (level 3)
- Hours
- Monday - Friday 9.00am - 5.00pm (1 hour for lunch).
35 hours a week
- Start date
Monday 13 July 2026
- 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
- Handle incoming queries via phone and email
- Provide clear and accurate information to customers
- Supporting with day-to- day administration tasks
- Make outbound telephone calls to sell fuel services
Where you'll work
TINTAGEL HOUSE
LONDON ROAD
KELVEDON
COLCHESTER
CO5 9BP
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SMART TRAINING AND RECRUITMENT LIMITED
Training course
Customer service specialist (level 3)
What you'll learn
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
Training schedule
This role will be based at: Ground Floor, Tintagel House, London Road, Kelvedon, Colchester, CO5 9BP.
More training information
- Customer Service Specialist Level 3 Apprenticeship Standard
- Training and support will be provided by our specialist Apprenticeship training provider, Smart Training & Recruitment
Requirements
Desirable qualifications
GCSE in:
- English (grade C4)
- maths (grade C4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Team working
Other requirements
A confident and positive can-do attitude with an eagerness to learn is more important than formal qualifications or previous experience.
Vacancy posted 20 hours ago
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