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Customer Services Advisor Apprentice Wilko

We are looking for an enthusiastic team member to join our Call Centre as an Apprentice Customer Services Advisor based at our Support Centre. This position comes with enrolment onto a Customer Practitioner Level 2 Apprentice to support you to be the very best you can be.

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Closing date: 30 Sep 2021

Apprenticeship summary

  • Annual wage

    £16,000.00 - £18,000.00

  • Working week

    TBC by the employer at interview.

    Total hours per week: 40.00

  • Expected duration

    12 months

  • Possible start date

    04 Oct 2021

  • Date posted

    03 Sep 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

As our Apprentice Customer Services Advisor, you’ll become an expert at handling telephone enquiries within our busy contact centre, making sure, through a ‘first time fix’ approach that all wilko customers have their enquiries answered. Taking huge pride in what you do you’ll provide exceptional levels of customer service via phone, email, social media or our web chat service; and resolve problems and queries relating to orders in a timely and professional manner. A high level of attention to detail will be key as you’ll maintain an accurate internal database, logging all information correctly to ensure we remain GDPR compliant. 

Here are just a few of your duties:

  • Build positive customer relationships through the use of personalised conversations and attentive listening skills
  • Resolve all customer enquiries at the first point of contact
  • Ensure all information obtained through customer communication is accurately logged
  • Maintain internal customer relationships
  • Meet Contact Centre standards, KPI's and service levels
  • Contribute to the department's success of achieving service levels
  • Contribute ideas for the overall improvement of the service we offer to customers

Requirements and prospects

Desired skills

  • Proficient with Microsoft Office packages
  • Excellent interpersonal skills
  • Excellent communication skills
  • Clear and concise written skills
  • Excellent organisational skills
  • Good problem-solving skills

Personal qualities

  • Loyal
  • Committed
  • Hard working
  • Ability to work as part of a team
  • Enthusiastic
  • Team player
  • Good timekeeping 
  • Willingness to learn new skills
  • Positive attitude
  • Ability to prioritise tasks

Desired qualifications

  • None required as full training will be given

Future prospects

  • Upon completion of the apprenticeship, this company will be looking to keep the apprentice on full time
  • There will also be the potential to progress onto higher level apprenticeships

About the employer

For over 90 years, we’ve been giving our customers the things they need to brighten up their homes and neaten up their gardens. And, when it comes to our people, we believe in offering the same support for the things that matter to them too.




11 The Priory Centre


S80 1JR

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Training provider

Instep UK Ltd

Applications for this apprenticeship are being processed by Instep UK Ltd


Courtney Linton

Our Customer Service Practitioner Level 2 Apprenticeship Standard Programme consists of the following:

  • Functional Skills in Literacy and Numeracy Level 2
  • End-Point Assessment conducted by an external provider (Professional discussion, practical observation, and apprentice showcase)

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Before you apply

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