Customer Service Advisor Apprentice

Summary

Becoming an apprentice at AxisCLC is an excellent opportunity to gain practical experience and training. You will work alongside experienced colleagues, whilst learning on-the-job. You will be expected to attend school/college once a week as part of your apprenticeship.

Wage

£16,640 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

Monday - Friday. Start times will vary depending on contract.

40 hours a week

Start date

Tuesday 1 September 2026

Duration

2 years

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 Customer Services Trainee role will be an advocate of Customer Services who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. This role will often act as an escalation point for complicated or ongoing customer problems. Through training, shadowing and personal development, this role will become an expert in Axis’s services, enabling the sharing of knowledge with wider teams and colleagues.

What You’ll Deliver

Service Improvement

• Analyse data to identify opportunities for improvement, making recommendations for business change.
• Provide direction and support to new employees across the Customer Service functions, including providing feedback on performance and coaching for improvements.

Customer Journey Improvement

• Support with mapping the end-to-end customer journey, including making recommendations for change.
• Support with the review of business processes and procedures, making recommendations for change to enhance the customer experience and service efficiency.
• Ensure external factors are taken into consideration when making recommendations for improvements, and that these are mitigated wherever possible.

Customer Insight

• Support with analysis of customer data to enhance the business understanding of individual customer needs and vulnerabilities.
• Support with customer engagement initiatives, ensuring all customers have an opportunity to engage at all levels and via multiple channels.

Where you'll work

3 Tramway House
Tramway Avenue
Stratford
London
E15 4PN

Training

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

Training provider

CROYDON COLLEGE

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

You will attend college one day per week (virtually) working towards the Level 3 Customer Service. 

More training information

The course is held on-line, one day per week

Requirements

Essential qualifications

GCSE in:

• English (grade 4 and above)
• Maths (grade 4 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
• Problem solving skills
• Logical
• Team working