Apprentice Customer Service

Summary

This is an exciting opportunity for an ambitious, bright, hardworking individual to join our office team, to provide high-quality service and support to our customers, including Customer Care and Telesales duties whilst working towards an Advanced Level 3 Customer Specialist qualification.

Wage

£16,224 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

Working week will be Monday, 8:15 am - 5:00 pm. Tuesday - Thursday, 8:30 am - 5:00 pm and Friday, 8:30 am - 4:00 pm. Lunch is 30-minutes, with two 15-minute breaks, other than Friday were there is no afternoon break.

39 hours a week

Start date

Monday 31 August 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

The duties of the role are:

The role, after training, will include administration, customer care and telesales duties, including some of the following areas:

• Active telephone calling to customers, customer engagement and customer care
• General administrative duties
• Filing, photocopying and distribution of documents
• Using Microsoft Packages
• Inputting data
• Deal courteously with visitors
• Dealing with stationery/stock levels
• Assisting all members of the team as required

This list is not exhaustive, and you will be expected to perform different tasks as necessitated by the manager which are relevant to your role within the company to meet the overall business needs.

Where you'll work

Orchard House
1 Park Road
Elland
HX5 9HP

Training

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

Training provider

C.M.S. VOCATIONAL TRAINING LIMITED

Training course

Customer service specialist (level 3)

What you'll learn

• 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

Level 3 Customer Service Specialist apprenticeship standard, which includes:

Level 2 Functional Skills in maths and English (if required)
Full, on-the-job training will be provided by the employer, with 20% off the job training as a requirement
End-Point Assessment (EPA)
This apprenticeship is delivered in the workplace and 20% of your working time will be dedicated towards training and learning new skills.

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• IT (grade 4)
• Maths (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
• Attention to detail
• Organisation skills
• Customer care skills
• Administrative skills
• Team working
• Initiative
• Non judgemental
• Knowledge of Microsoft Package
• Flexible
• Good attendance record

Other requirements

Check bus routes for travel on a daily basis

This is 100% office based