Customer Service Representative Apprentice

Summary

The purpose of this role is to oversee the allocation and distribution of all business keys to colleagues, customers and contractors whilst maintaining security and accountability. In addition, the role will oversee incoming and outgoing post for the business, ensuring that it is dispatched and distributed accurately and in a timely manner.

Wage

£19,500 a year

16-20 - Level 3 year 1 - £10.14 - 19,500.12
21-22 - Level 3 year 1 - £13.13 - 25,268.91
23 and over - Level 3 year 1 - £13.72 - 26,406.42

Training course

Business administrator (level 3)

Hours

Monday- Friday Shifts to be confirmed.

37 hours a week

Start date

Monday 14 September 2026

Duration

1 year 6 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

• Maintain an accurate inventory of all business keys with effective tracking and security
• Issue and retrieve keys to/from authorised personnel, with detailed records of key assignments
• Maintain the security and confidentiality of keys, adhering to company policies and procedures
• Address and resolve any key-related issues or concerns in a timely manner
• Identify any key-based risks (including financial, reputational or safety related) and flag these to management quickly and in detail
• Address and resolve as many customer inquiries and transaction requests as possible during the initial contact
• Effectively manage conflict situations and promptly resolve customer concerns, ensuring that any necessary customer adjustments are considered
• Receive, sort, and distribute all incoming business post
• Prepare and send outgoing post, ensuring the correct labelling and postage
• Act as the first point of contact for any post related enquiries, offering support to colleagues across the business
• Work with postal and courier services to maintain efficient post deliveries
• Redirect phone calls and other communications to appropriate team members or departments when necessary
• Generate outbound customer communications, including phone calls and written correspondence, and perform general administrative tasks, ensuring responses are appropriate and tailored to meet the customer's needs and requirements
• Adhere to the complaint resolution process, develop mediation skills, and share this knowledge with customer-facing teams to improve resolution rates
• Maintain accurate records of key performance indicator (KPI) data and other management information for senior management and teams, ensuring precision in data input and output

Where you'll work

The Maltings
River Place
Bath
Somerset
BA2 1EP

Training

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

Training provider

CITY OF BRISTOL COLLEGE

Training course

Business administrator (level 3)

What you'll learn

Course contents

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Training schedule

Training and Qualification Level

What training will the apprentice take and what qualification will the apprentice get at the end?

• Business Administrator Level 3
• Supporting and engaging with different parts of the organisation and interact with internal or external customers.
• City of Bristol College
• Off site in its entirety

More training information

• Business Administrator Level 3
• The training can take place at the workplace or remote
• You will liaise with a College Apprenticeship Trainer once a month to discuss your progression with the Apprenticeship

Requirements

Essential qualifications

GCSE in:

• English (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
• Customer care skills
• Problem solving skills
• Administrative skills
• Team working
• Enthusiastic

Other requirements

• Smart casual dress
• Office environment
• Lunch
• Tea and Coffee provided
• Parking available