Customer Experience Apprentice

Summary

Support a friendly food retail team while learning customer service and shop operations. Use EPOS, Excel and Word, help organise the store, handle deliveries and serve customers. Full on the job training provided in a varied, hands-on role.

Wage

£15,600 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

Shift-pattern, 8 hours per day between 9.00am - 5.00pm each day. Days TBC.

37 hours 30 minutes a week

Start date

Monday 29 June 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

• Act as the first point of contact for customers, managing telephone calls, emails and online enquiries in a professional, friendly and solution-focused manner
• Process customer orders accurately across in-store and online sales channels, including the company website and EPOS system
• Liaise with suppliers to confirm product availability and delivery times, keeping customers and colleagues informed of updates
• Deliver a welcoming front-of-house experience, handling face-to-face customer sales confidently and efficiently
• Support customer service administration, including price checks, stock monitoring, goods-in processing and ordering
• Provide flexible support to the wider team, helping ensure smooth day-to-day operations
• Prepare and cook products for sale to meet customer demand, maintaining high presentation standards
• Serve customers at the counter, including slicing, weighing and preparing cheese and cured meat products, while developing strong product knowledge

Where you'll work

60 BROAD STREET
LUDLOW
SY8 1NH

Training

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

Training provider

SBC TRAINING 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 training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• Mathematics (grade 4)

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
• Customer care skills
• Team working