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Customer Service Practitioner Level 2 Apprenticeship Keyfuels

We’re a global leader, developing new products and sales channels, expanding our business and re-defining market segments. We operate in many countries. We speak many languages. But we’re all united in one common purpose. To deliver a better way to pay. Join us in our quest – you might just find the best career you ever imagined.

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Closing date: 19 Aug 2022

Apprenticeship summary

  • Annual wage


  • Working week

    Monday -Friday 09.00-17.15 with 1 hour for lunch

    Total hours per week: 36.25

  • Expected duration

    16 Months

  • Possible start date

    01 Sep 2022

  • Date posted

    18 Jul 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

· Build and develop positive relationships with all internal and external colleagues, suppliers and customers to ensure delivery of customer excellence whilst adhering to service level agreements.

·Proactively promote and advise on relevant products/services to ensure the ongoing development of our business relationship, where appropriate.

· Manage all requests and queries, providing solutions and advice within the agreed service levels to ensure first class delivery as well as liaising with other areas of the business to fulfil customer requirements.

. Handle all queries, whether telephone or email based enquiries within the established best practice and department procedures, to the satisfaction of both the customer and the business. Administer all departmental tasks as required in a complete, efficient and productive manner.

· Be the first point of contact for complaints looking for a first time resolution where possible

· Actively identify opportunities to improve service levels and propose solutions to enhance process efficiencies and contribute to service delivery levels by providing guidance to others and informing the decision making processes wherever possible.

· Act as a main point of call for Customer Management account closures by effectively handling objection calls and defending the fee model through card promotion, negotiation and referrals to Group companies. Handle account closures by solving the customers’ problem and undertake activities to ensure retention targets are met.

· Adaptable to help with project work, pilots and reviews as outlined by the Team Manager.

What training will the apprentice take and what qualification will the apprentice get at the end?

  • Training will be provided by New College Swindon one to one in the workplace
  • Customer Service Practitioner Apprenticeship

What is the expected career progression after this apprenticeship?

Permanent role if business allows

Requirements and prospects

Desired skills and personal qualities

Communication skills, Customer care skills, Team working, Competence in MS Office


GCSE or equivalent English & Maths, (Grade E/2 or above) Essential

Things to consider

• You will need to complete pre-screening paperwork and have a chat with New College to discuss any experience, interest in the apprenticeship and how it is delivered • You will need to complete initial assessments in maths and English • By submitting your application, you confirm that you are happy for New College Swindon to share your information with the employer as part of the application process

About the employer

Our products help companies slash costs, boost productivity, and empower employees. Our portfolio of payment cards is the smart, safe way to pay employee expenses in the field.




PO BOX 1463

Windmill Hill Whitehill Way



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Training provider



Carly Taylor

07595 201840

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Before you apply

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