Customer Experience Specialist Apprentice

Summary

As a Customer Experience Specialist Service Advisor Apprentice apprentice, you will develop first-class customer service skills including understanding customer needs and business needs, critically evaluating customer service levels, and implementing changes to improve the customer journey and using appropriate resources and technology.

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

To be confirmed by employer.

40 hours a week

Start date

Tuesday 1 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

The role of a Customer Experience Specialist Service Advisor Apprentice expert:

• Understanding your customers and the business
• Developing knowledge of relevant regulations and legislation
• Using appropriate resources and technology to meet the needs of customers
• Keeping up to date with the most recent product information
• Resolving challenges
• Understanding the extended customer journey
• Understanding how to apply different skills and behaviours in various different situations
• Developing insights into customer behaviour including influencing factors such as loyalty, emotion and culture
• Apply knowledge and skills to find solutions to complex challenges
• Analyse service levels and develop options for improvement

Where you'll work

199 Barnwell Road
Cambridge
CB5 8SH

Training

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

Training provider

MERCEDES-BENZ CARS UK 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

Working towards a Level 3 apprenticeship as a Customer Experience Specialist Service Advisor Apprentice you will learn the key principles, practices and skills that underpin the role before further developing and applying your skills in more complex situations.

Training is delivered at the state of the art Mercedes-Benz Apprentice Academy in Milton Keynes, via a block release programme.

Requirements

Essential qualifications

GCSE in:

• Additional GCSE subject (grade Grade A*-C/9-4)
• English (grade Grade A*-C/9-4)
• Maths (grade 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
• Problem solving skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Patience