Customer Service Apprentice

Summary

We are looking for an Office Administrator to join our team. This is an Intermediate Level Apprenticeship. The successful candidate will participate in work-related tasks and duties. These will include answering the phone, sending emails, creating quotes, and more.

Wage

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

National Minimum Wage rate for apprentices

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 8.00am - 5.00pm.

40 hours a week

Start date

Monday 15 June 2026

Duration

1 year

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

You will be required to:

• Answer the phone to customers and ensure customers are kept updated on the progress of their jobs
• Email suppliers and customers
• Record job information
• Log information on our internal job management system
• Allocate jobs to engineers
• Create quotes and invoices
• Order parts
• Liaise with field engineers

Where you'll work

UNIT 8
TALBOTS LANE TRADING ESTATE
TALBOTS LANE
BRIERLEY HILL
DY5 2YX

Training

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

Training provider

HALESOWEN COLLEGE

Training course

Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

Level 2 Customer Service Apprenticeship Standard:

• The successful applicant will be allocated an assessor who will visit them in the workplace once every 6-8 weeks
• Training schedule has yet to be agreed upon; further details will be made available at a later date

Requirements

Essential qualifications

GCSE in:

• English (grade 3/D)
• Math (grade 3/D)

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
• Organisation skills
• Customer care skills
• Presentation skills
• Administrative skills
• Team working