Apprentice Customer Service Administrator

Summary

We are seeking an Apprentice Customer Service Administrator to provide administrative support to the Customer Service team.

Wage

£16,640 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Business administrator (level 3)

Hours

Monday - Friday 8.30am - 5pm

40 hours a week

Start date

Monday 10 August 2026

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

• Answering the telephone, logging customer enquiries on corporate systems
• Inputting data on corporate systems to assist with accurate reporting
• Liaising with various stakeholders to provide customers with accurate information
• Handling customer complaints and delivering timely responses
• Ensuring customer records are updated accurately
• Keeping records of customer queries and resolutions to provide ‘lessons learnt’ feedback to the wider team
• Supporting the wider team by hand delivering letters where required
• Contacting customers ensure service delivery satisfaction
• Supporting the Customer Service Manager and Customer team
• Auditing information provided to ensure processes are being adhered to
• Ensure professional communication at all times
• We endeavour to deliver a high standard of customer service within our frameworks, individuals are expected to assist in the delivery and the continuous improvement of our current processes
• The Group is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation
• To take a full role in the implementation of personal development through appraisals and to participate in any identified training or development opportunities
• To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect

The successful candidate will be measured on:

• Customer and colleague feedback
• Work safely and efficiently

It is not possible for this document to totally encompass or define all tasks that may be required of the post holder. The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility.

Where you'll work

Esh House
Bowburn North Industrial Estate
Bowburn
Durham
DH6 5PF

Training

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

Training provider

EAST DURHAM COLLEGE

Training course

Business administrator (level 3)

What you'll learn

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Training schedule

The Business Administrator Level 3 will be delivered in the workplace by a visit from a college trainer coach once a month.

Requirements

Essential qualifications

GCSE in:

• English (grade 4 / C and above)
• Maths (grade 4 / C and above)

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
• Administrative skills
• Team working
• Patience