Customer Service Apprentice National Federation Of Retail Newsagents

Would you like to work for a fantastic company completing a customer service NVQ? NFRN are offering a fantastic position within the company.

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Closing date: today

Apprenticeship summary

  • Weekly wage


    Wages explained

    The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year.
    Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year.
    The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over.
    Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

  • Working week

    Mon-Fri (40 hours per week)

    Total hours per week: 40.00

  • Apprenticeship duration

    12 months

  • Possible start date

    22 Sep 2017

  • Date posted

    29 Aug 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    1 available

Main Duties

  • To be the first point of contact for NFRN member queries via telephone, email and social media 
  • To log member queries accurately, maintain the membership database and handle customer data sensitively and to the agreed rules
  • To take ownership of, investigate and make decisions to resolve member complaints; escalating priority issues when required at the earliest opportunity
  • Negotiate and liaise with publishers and wholesalers on the members behalf to the point of an agreeable solution 
  • To identify member needs and; referring to other departments and business partners (identifying potential leads) when appropriate
  • As a minimum, follow correct NFRN Connect working practices, procedures and scripts at all times
  • Agree to achieve departmental and individual objectives in line with KPI’s and overall business objectives
  • Foster a culture of working together, by providing practical support and advice to members whilst also where possible introducing and suggesting ways that the NFRN and agreed business partners can help boost  their sales and profitability
  • Build and maintain effective relationships with all internal departments and offices, NFRN Business Partners, NFRN Commercial, publishers, wholesalers and any other agreed suppliers
  • To provide support cover for the Head Office Reception and to NFRNC by taking Shoplink calls, logging and escalating any issues and processing orders in line with compliance rules
  • To provide support to N3 by taking calls, logging information and passing onto the N3 team
  • To provide administrative support to the Newspro brand by liaising with Wholesalers and Retail Development Managers
  • Ensure messages are delivered accurately to Operations Managers, RDMs, MSMs and Admin teams as required
  • Promote the NFRN website, member benefits, latest supplier deals and any new NFRN initiatives to members where possible
  • Provide follow up and telemarketing calls to existing members and predetermined supplier services work as required
  • To have a thorough understanding of and proactively develop knowledge of our products and services; research required information using available resources
  • Keep up to date with the latest NFRN news, industry news and upcoming events
  • Have an awareness of the membership rules, policies and procedures
  • To be flexible and to support the needs of the NFRN Connect team, carrying out other duties as required from time to time as designated by their Line Manager

Requirements and prospects

Desired skills

  • Ability to make efficient use of resources.
  • High level of motivation.
  • Good social skills.
  • Attention to detail.
  • Sound knowledge of Microsoft and office packages.
  • Ability to work independently and as part of a team.
  • Responsible.

Personal qualities

  • Excellent communication skills.
  • Ability to multi task.
  • Basic numeracy and literacy skills.
  • Punctual.
  • Efficient.
  • Be able to use own initiative.
  • Excellent telephone manner.

Qualifications required

Must have GCSE A-C grades or equivalent in Maths, English and ICT.

Future prospects

If the candidate is successful they can progress onto a Level 3 qualification.

Things to consider

Weekend work might be required.

About the employer

What is the NFRN? The National Federation of Retail Newsagents (NFRN) was founded in 1919 and is one of Europe largest retail trade associations with over 16,000 independent news and convenience retailers in membership throughout the UK and Ireland Even though our roots go back to 1893, the first recorded national meeting was in Leicester, in 1919. We exist to help the independent retailer compete more effectively in today& highly competitive market by providing practical help and assistance, commercial support, deals and buying opportunities, training, expertise and services. The NFRN also actively represents its members' interests at governmental and parliamentary level and within the news and magazine industry. We are the official government referral body for the sector and are a powerful voice for the independent retailer.


National Federation Of Retail Newsagents






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Training provider

  •  Customer Service practitioner qualification 
  • Functional Skills in Maths, English and ICT
  • In house training to be provided by the employer 

Apprenticeship standard

Customer service > Customer Service Practitioner

Training provider


Applications for this apprenticeship are being processed by Key Training Ltd


Lauren Gulliver

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Closing date: today