Customer Service Advisor Apprenticeship

Summary

This Apprenticeship Programme is an exciting opportunity to kick-start your career. This apprenticeship offers a unique opportunity to learn the ins and outs of customer service and vehicle maintenance coordination within the automotive industry. Under the guidance of experienced service advisors.

Wage

£16,640 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 8.30am - 5.30pm. However, each of our dealers will have different requirements (TBC).

40 hours a week

Start date

Thursday 1 October 2026

Duration

1 year 2 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

As a Vehicle Service Advisor, you will develop the ability to interpret customer and business needs using technology and resources to deliver first-class customer service. The role of a Service Advisor typically involves:

• Assist customers in scheduling service appointments, providing information on available services, and answering enquiries
• Greet customers in a professional and courteous manner, ensuring a positive service experience
• Liaise between customers and service technicians to convey vehicle concerns, service requirements, and estimated completion times
• Learn to interpret vehicle maintenance schedules, service manuals, and repair estimates to provide accurate recommendations to customers
• Coordinate with the parts department to ensure timely availability of required components for service appointments
• Keep customers informed of service progress, including any additional repairs or maintenance identified during inspections
• Handle customer complaints and concerns effectively, striving to achieve satisfactory resolutions
• Utilise computerised systems to input service orders, generate invoices, and maintain customer records accurately
• Maintain a clean and organised service reception area, ensuring a professional and welcoming atmosphere for customers
• Participate in training sessions and workshops to enhance customer service skills, product knowledge, and industry awareness

Where you'll work

Hopkinson Way
Andover
SP10 3ZE

Training

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

Training provider

CALEX UK 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

• The programme typically lasts for 14-months, and you’ll achieve a nationally recognised qualification (Customer Service Practitioner Level 2)
• All of our apprentices are employed through the dealer network and attend week-long block training at our state-of-the-art training centre in Daventry
• Block training is complemented by a combination of regular coaching visits from one of our experienced coaches as well as virtual classroom sessions and E-Learning modules
• Your development is supported through your Apprenticeship journey, with your learning focused towards achieving a qualification recognised across the motor industry
• This will provide the foundation to develop your career, as there are lots of opportunities within our expanding dealer network to progress and move into new roles once you’re qualified
• Further details will be made available at a later date

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
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Team working
• Patience