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Customer Service Apprenticeship PENNY POST CREDIT UNION LIMITED

A Customer Service Apprentice to join Penny Post Credit Union - runner up and highly commended at the 2020 Regional Apprenticeship Awards, Penny Post is proud to develop & invest in young talent.  Join our young friendly team: full training will include customer support by phone & email, bespoke IT software and all other business operations.

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Closing date: 26 Oct 2021

Apprenticeship summary

  • Weekly wage


  • Working week

    9.00am - 4.30pm, Monday - Friday. There may be a requirement to work at other Penny Post centres if required. Shifts TBC.

    Total hours per week: 35.00

  • Expected duration

    15 months

  • Possible start date

    27 Oct 2021

  • Date posted

    17 Aug 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

An exciting opportunity for a Customer Service Apprentice to join Penny Post Credit Union. Runner up and highly commended at the 2020 Regional Apprenticeship Awards, Penny Post is proud to develop and invest in young talent.  Working as part of a young friendly team, full customer service training will include supporting customers by telephone and email, using bespoke IT software and all aspects of business operations.

Main areas of responsibility:

  • Answering customer enquiries by telephone and email in a friendly, professional manner
  • Processing transactions accurately and efficiently
  • Joining members and confirming electronic ID verification
  • Maintain customer records on bespoke IT system
  • Using the latest technologies to communicate with members
  • Manual and electronic filing
  • Delivering excellent customer service at all times

Requirements and prospects

Desired skills

  • ICT competency is a must, particularly in the use of Microsoft programs
  • Effective communicator by telephone, letter and email
  • Manages time appropriately, plans and organises

Personal qualities

  • Friendly and personable
  • Articulate in thoughts and ideas
  • Professional demeanour in all situations
  • Diplomatic in communications
  • High level of interpersonal skills
  • Works well under pressure and is able to multi-task and prioritise
  • Demonstrates initiative
  • Is pro-active and accountable
  • Demonstrates an excellent work ethic
  • Willingness to actively participate in training and development activities 
  • Works as a member of a team, maintaining a close relationship with other colleagues and service users

Desired qualifications

  • GCSE Grade A*-C (9-4) or equivalents in maths, English and preferably an ICT qualification

Future prospects

  • A full-time permanent role will be offered to the right candidate with potential progression, if both the company and apprentice agree

Things to consider

  • The candidate will attend In-Comm for an induction, followed by block training sessions as part of the 20% off the job training
  • An assessor will also visit the candidate once a month for a period of 15 months in order to deliver the qualification to the candidate at the company
  • For more information on the ANMW, please visit:

About the employer

Penny Post Credit Union provides savings, loans and a range of financial services to Royal Mail employees and their families.  From small beginnings it has grown to be one of the largest credit unions in the UK and is celebrating its 25th anniversary this year.  Excellent customer service is at the heart of everything Penny Post does. 

Proud to invest time and money in young people, this role will be Penny Post’s 6th apprenticeship.  All former apprentices are still employed, and 2 have been promoted to management positions in just 5 years.  Personal development opportunities include mentoring, training and participation in the credit union Young Professional Network.

With ambitious plans for future growth and development, Penny Post is an exciting company to work for.  For the right candidate this apprenticeship could be the start of a successful career in customer service and the wider credit union movement.




North West Midlands Mail Centre

Sun Street



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Training provider


Applications for this apprenticeship are being processed by In-Comm Training Services Ltd


Alex Jones 01922 457686

  • Level 2 in Customer Service Practitioner Apprenticeship Standard
  • Personal Learning and Thinking Skills
  • Employee Rights and Responsibilities
  • An assessor from In-Comm Training and Business Services Ltd will visit the successful candidate once a month for a period of twelve months in order to deliver the qualification
  • The candidate will also be expected to attend In-Comm Training and Business Services in Aldridge, on block release, for additional ad-hoc training as part of the 20% off the job training provision

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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