Customer Services Apprentice

Summary

The Family Chemist is an online clinic/pharmacy which is growing, offering health services nationally. We operate from our own facility at a site in Nottingham. We’re super proud to say we’ve recently been awarded Online Pharmacy of the Year 2022, 2023, an award we’ve worked incredibly hard to achieve.

Wage

£15,600 to £24,784.50, depending on your age

National Minimum Wage

Planned increase in salary after 12m service.

Training course

Customer service specialist (level 3)

Hours

Monday to Friday, between 9.00am to 5.00pm.

37 hours 30 minutes a week

Start date

Thursday 1 October 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

• Expert Customer Support and Escalation Management: Act as a professional advocate for customer service, handling complex or technical requests, complaints, and queries, and serving as an escalation point for ongoing problems
• Knowledge Sharing and Team Support: Utilise deep understanding of the organisation’s products and services to share knowledge and support the wider team, fostering a culture of continuous learning and improvement
• Data Analysis and Digital Proficiency: Gather and analyse customer data to drive service improvements, effectively using organisational and generic IT systems, and staying aware of emerging digital technologies

Where you'll work

1 Nottingham South & Wilford Industrial Estate
Nottingham
NG11 7EP

Training

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

Training provider

DERBY BUSINESS COLLEGE LIMITED

Training course

Customer service specialist (level 3)

What you'll learn

Course contents

• 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

• Customer Service Specialist Level 3
• The apprentice will do their training at Unit 1 Nottingham South and Wilford Industrial Estate, NG117EP - training schedule has yet to be agreed. Details will be made available at a later date
• Functional Skills in English and maths if required
• Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an individual member at the professional level.
• Should you choose to progress on a customer service career path, you may be eligible for further professional membership, including management

Requirements

Desirable qualifications

GCSE in:

English (grade 4 or 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
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• Physical fitness