eCommerce Support Administrator Apprentice

Summary

To provide professional, accurate and timely administrative support across eCommerce platforms, customer enquiries and purchasing activities, delivering a consistently positive customer experience through effective communication, efficient coordination and high-quality service. 

Wage

£19,000 a year

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 09:00 - 17:30.

40 hours a week

Start date

Monday 7 September 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

Customer & Platform Support:

• Respond promptly and professionally to customers via eCommerce platforms, email and phone
• Handle customer returns and shipment queries, liaising with couriers and the Returns department
• Collaborate with Sales and Purchasing teams to resolve product-related queries
• Work with the Ebay Specialist to ensure timely customer replacements, refunds and credit notes
• Maintain positive platform feedback by delivering exceptional service and proactively addressing issues to prevent negative reviews
• Provide online sales and merchandising support/cover including, but not limited to, raising orders, product reviews
• Assist with new listing across all platforms, including product descriptions, specifications and images
• Maintain and distribute report as required, including Complaints Logs, Returns, refunds and Credits Reports
• Deliver high-quality customer service in line with agreed service standards, understanding and anticipating customer needs
• Maintain up-to-date knowledge of the business, systems, products and processes

Purchasing Administration:

• Support the Assistant Buyer and Purchasing team by raising timely, accurate purchase orders
• Maintain the Config Planner and delivery schedules accurately and with agreed timescales
• Coordinate BBTI orders with B2B customers, ensuring alignment with operational timelines
• Assist with purchasing administration, reporting and data maintenance as required
• Any other tasks deemed necessary to support business needs and/or provide cover for colleagues 

Where you'll work

Unit 4 Evolution
Hooters Hall Road, Lymedale Business Park
Newcastle-under-Lyme
Staffordshire
ST5 9QF

Training

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

Training provider

NEWCASTLE AND STAFFORD COLLEGES GROUP

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

One day study per week

Requirements

Essential qualifications

GCSE in:

• English (grade Grade 4/C or above)
• Maths (grade Grade 4/C or 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
• Initiative