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Level 3 Customer Service Apprenticeship New Guard Coatings Ltd

Working in a close knit team at the head office of a family owned & run business in a customer facing role, dealing with both current and prospective clients. Dealing with orders, enquiries, as well as supporting with stock control, purchase order processing and general administration duties that link with providing service levels to customers.

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Closing date: 30 Sep 2021

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday – Friday, 8am until 4pm. ----- 1 hours’ worth of unpaid breaks a day.

    Total hours per week: 35.00

  • Expected duration

    15 months

  • Possible start date

    05 Oct 2021

  • Date posted

    13 Jun 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Working at Head Office of the New Guard Coatings Group within the Customer Service team (currently 2 ½ staff) - dealing with current and prospective customers, as well working regularly with colleagues at our other locations (5 within the UK).
Role includes customer service, sales order processing, quotations, dealing with enquiries, taking payment for cash sales – and linked to all these customer facing duties are some general tasks which include purchasing and stock control.

As a distributor our service is absolutely critical to the success of the business, so giving the absolute best in service to our customers is absolutely paramount, and is how we have remained in business for nearly 50 years. Our vast stock holding is one of our main unique selling points to our customers, so ensuring this is managed well (both locally, and by working with colleagues at other branches) is a key part of the role.
No 2 days are the same within the job, keeping things fresh and interesting – also due to the fact we deal with a whole host of market segments and industries, with both repeat orders and also one-off projects.

Duties will be shared out daily by working with colleagues, but can vary to give variety to all members of the team. Though candidate must also be good and confident at multi-tasking, in what is a fast paced job at times, and can go from being ‘steady’ to very busy in the space of 15 minutes and few phone calls and / or emails.

General product training will of course be provided, and can get very technical given the type of products we supply (the majority of which are hazardous goods). There is no pressure to learn all the products which can be quite overwhelming to start with. This element will be discussed with any candidate and training given at a rate they are both comfortable and interested in.

Requirements and prospects

Desired skills

Some experience in a customer facing role (either physically or via telephone) would be preferable but is not critical.

Additionally, whilst training will of course be provided, any candidate must have a decent understanding of computers – using emails, word, excel, occasion power point (or other presentation skills), typing and general savviness in navigating the computer itself and the internet.

Given it is a very fast pace role at times, any candidate must be both organised and confident to multi-task and prioritise.

Personal qualities

It is critical that any candidate displays our core company values at all times – that they are ALERTT.

A – ambassador for the company, always representing the company well to customers, prospective customers and suppliers.

L – Loyal to supporting the business thrive as well as supporting their colleagues on a daily basis, in what can be a very fast moving role

E – Enthusiastic about the job and the company, as well as keen to develop

R – Reliable. From punctuality to consistency within the job.

T – Trustworthy. Everybody will make mistakes, but we expect team members to take ownership for their own work and to do what they say they are going to do.

T – Team Work – as a family business we are a very close knit team, it’s important that any successful candidate fits into the ‘New Guard family’ and becomes and important cog within the close-knit team.

Desired qualifications

Ideally applicants will hold a grade 4 or above in English and Maths or equivalent.

Future prospects

Providing the candidate is the right fit for the business – we would most definitely look to turn the position permanent. We anticipate having this conversation (either way) approx. 3 months before the end of the apprenticeship.
Decision would be based as much on attitude as ability.

Things to consider

There is the possibility / opportunity that the candidate may travel to our other group locations around the UK – this would be to meet other colleagues and see how the other branches operate to support in their own development.
Ultimately though this depends on how the position is going and what the business’ requirements are at the time – but would be done with plenty of notice, any trip in conjunction with colleagues they are familiar with (ie: not sent on their own).

Job is for 35 hours as standard, but there is the possibility of 5 hours’ overtime (paid pro-rata) if the business is busy – an additional hour each day depending on business requirements.

About the employer

Well established business that is family owned & run –nationwide & international distributor of protective coatings (mainly paints) for industrial use, to a whole host of different sectors and industries, where no 2 days are the same.


New Guard Coatings Ltd


Sandbeck Way


LS22 7DN

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Training provider


Applications for this apprenticeship are being processed by Independent Training Services Ltd


Leah Hayes 07815438172

The apprenticeship standard consists of core knowledge, skills & behaviours. This is typically a 15 month apprenticeship which is delivered in partnership with the employer in the workplace.

Examples of the knowledge, skills & behaviours covered can be seen below:


  • Business knowledge and understanding
  • Customer journey knowledge
  • Knowing your customers and their needs/customer insight
  • Customer service culture and environment awareness


  • Business focused service delivery
  • Providing a positive customer experience
  • Working with your customers/customer insight
  • Customer service performance
  • Service improvement


  • Develop self
  • Ownership/responsibility
  • Team working
  • Equality
  • Presentation

Apprenticeship standards require apprentices to participate in a minimum of 20% off the job training during paid working hours, this will include time spent studying with the training provider and workplace training.

Apprenticeship standards are assessed through an end point assessment (EPA), the EPA commences once the apprentice, employer and tutor all agree that the apprentice is ready and consists of 3 elements:

  1. Synoptic end test
  2. Portfolio
  3. Reflective discussion

The apprenticeship outcome will be graded as a pass, merit or distinction.

Apprenticeship standard

Customer service specialist

Level 3 (A level)

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