Apprentice Contact Centre Advisor Lifeline24 Ltd

Are you proactive, organised and looking at kick-starting a career in a contact centre? Lifeline 24 based in Norwich are looking for an Apprentice to join their expanding team.

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Closing date: 22 Oct 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday-Friday 8.30am-5.30pm

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    30 Oct 2017

  • Date posted

    09 Oct 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    1 available

As a Contact Centre Advisor, you will be working alongside the close knit team to support this rapidly growing business that provides a personal alarm service throughout the UK.

This will be a challenging and exciting role; the successful applicant will gain exposure to a variation of duties throughout the business. Key daily/weekly responsibilities will include:

  • Providing excellent service to existing customers by phone and email.
  • Letting potential inbound customers know how we can help them remain independent at home.
  • Processing new customer details.
  • Answering inbound sales enquiries.
  • Processing customer orders: guiding new customers through the order process, taking card payments and establishing direct debits.
  • Contacting existing customers to ensure that their account, and all relevant information, is up to date.

This varied role is great opportunity to develop a wide skillset and will ultimately give you great exposure to this diverse and fast growing sector.

Requirements and prospects

Desired skills


  • Excellent communication skills – verbal and written.
  • The ability to listen to the customer and display empathy.
  • Positivity, even on slightly more emotional calls.
  • Assertiveness and the ability to apply yourself to anything.
  • Knowledge of Microsoft Office – Word, Outlook, Excel, PowerPoint.
  • Ability to work under pressure & problem solve.
  • Organised, focussed & efficient.

Personal qualities


  • A fantastic work ethic
  • Team player and good interpersonal skills
  • Excellent telephone manner
  • Compassionate and caring personality
  • Professional, flexible and an adaptable approach to work
  • The successful candidate will be dealing with confidential information and must understand the need for discretion at all times

Qualifications required


  • Good general standard of education (5 x GCSEs or equivalent at Grade B or above including English and Maths).
  • Must be willing to undertake and successfully complete minimum Level 2 Apprenticeship in Contact Centre Operations within the 12 month contract of employment.

Future prospects

We take continuous professional development seriously and we are committed to ensure each individual performs at their best and develops their potential for future roles. A successful candidate can expect potential future employment upon completion of this Apprenticeship and possible progression onto a Level 3 qualification.

Things to consider

Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.50 per hour from 1st October 2016. This is the legal minimum pay per hour applying to 16-18 year old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies.

About the employer

Lifeline 24 is a dedicated national personal alarm provider that provides a low cost pendant alarm service for anyone that is frail, elderly or disabled living in the UK. Our UK-based emergency response call centres have recently been awarded Platinum Accreditation by the industry body, the Telecare Services Authority. This is their top rating and assures customers that they will receive the highest standards of care available. We use the latest Lifeline Vi Alarm and MyAmie Pendant which was recently released by Tunstall, the leading UK manufacturer of telecare equipment. All customers receive a brand new Lifeline Vi Alarm with all the cables, adaptors/filters and powers supplies required. We don’t employ salesmen to sell our alarms direct to the elderly. Instead we rely on recommendations from friends, family, carers and other healthcare professionals who know the needs of our potential customers the best. Most of our new customers come from referrals from either medical professionals or existing customers. For this to continue our reputation is key, so we pride ourselves on our exemplary customer service. We do have a “no quibbles” Money Back Guarantee but, unsurprisingly, we rarely get asked about it.


Lifeline24 Ltd



Fakenham Road



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Training provider

The twelve month work based Apprenticeship will include the following training:

  • City & Guilds Level 2 NVQ Certificate in Contact Centre Operations.
  • City & Guilds Level 2 Certificate in Contact Centre Operations.
  • City & Guilds Level 1 Functional Skills Maths.
  • City & Guilds Level 1 Functional Skills English.
  • Personal Learning & Thinking Skills Workbook.
  • Employee Rights & Responsibilities Workbook.

Apprenticeship framework

Contact Centre Operations

Training provider


Applications for this apprenticeship are being processed by Poultec Training Ltd


Ben Gaskins

Before you apply

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Closing date: 22 Oct 2017