Apprentice Customer Service Advisor / Call Handler

Summary

Agilico are looking for an aspiring Apprentice Customer Service Advisor / Call Handler to join a growing team!

Wage

£20,000 a year

Training course

Customer service practitioner (level 2)

Hours

37.5 hours per week Monday to Friday. Shifts TBC.

37 hours 30 minutes a week

Start date

Sunday 23 August 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

• Answering incoming calls, ensuring excellent customer service throughout
• Directing calls to the relevant departments or passing on messages
• Logging customer call outs into the company's service system
• Building rapport with customers by being professional, helpful and flagging any customer concerns with the team
• Updating and maintaining customer records
• Carry out other adhoc administrative duties as required

Where you'll work

Cando House
Bournemouth Road, Chandler's Ford
Eastleigh
SO53 3QB

Training

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

Training provider

APPRENTICE TEAM LTD

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

• Full day-to-day training will be provided by the employer.
• This apprenticeship qualification is called Level 2 Customer Service Practitioner
• The learning will be delivered by dedicated, industry-specialist tutors via remote or face-to-face sessions
• These session take place once per month, for roughly 2 hours, at a time convenient for both you and the employer

Requirements

Essential qualifications

GCSE in:

• English (grade A* - C / 9 - 4)
• Maths (grade A* - C / 9 - 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
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience