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Customer Service Administration Apprenticeship Mulmar

We are looking to hire 3 people to join our growing team. The position is an administration role within our customer care team. The successful applicants will be working on key accountants that we have with large high street brands.

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Closing date: 30 Sep 2022

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday 8.30am - 5.30pm with a one hour lunch break each day

    Total hours per week: 40.0

  • Expected duration

    14 Months

  • Possible start date

    03 Oct 2022

  • Date posted

    02 Sep 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    4 available

What will the apprentice be doing?

  • Receive incoming calls and emails

Respond to customer calls:

  • Diagnose faults and assist with telephone fixes where possible.
  • Respond directly to enquiries, or assign requests to the relevant personnel who can answer, track responses
  • Plan and allocate customer reactive callouts to regional Field Engineers
  • Log service requests and data into management information system (Siclops), ensuring that call details are accurate
  • Prioritise, schedule and record service engineer activities

Database management including:

  • Maintain call monitors
  • Asset management
  • Data management and cleansing
  • Report generation
  • Monitor and follow up requested information – liaise with customers, service team and sales team
  • Escalate serious issues to Service Desk Manager.
  • Ensure Service Desk telephones are promptly answered during working hours
  • Check missed calls from previous day
  • Ensure services meet customer contracted Service Level Agreements (SLAs)

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

  • Business Administrator Level 3 Apprenticeship Standard
  • Training will be work based by the training provider and provided monthly via Face to Face and/or Online all at the work place
  • The company will also provide specific training related to the duties of the role

What is the expected career progression after this apprenticeship?

  • The job is intended to be permanent following successful completion of the apprenticeship
  • Potential career opportunities across the group are, Account Management, Business Development and Administration
  • The company will monitor the progress and provide support and guidance for all opportunities and help the candidate move into their chosen area

Requirements and prospects

Desired skills and personal qualities

Communication skills, Organisation skills, Customer care skills, Administrative skills, Team working


GCSE or equivalent Maths and English (Grade D or 3 and above) Desired

About the employer

Mulmar has built a strong reputation for providing quality foodservice solutions to a wide cross section of market-leading catering and retail customers. As specialists with over 30 years’ experience in the supply and maintenance of espresso coffee machinery. Our clients include Caffe Nero, Burger King, Pret A Manger and Harvey Nicholls.




152 Great North Road



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Training provider



Jill Simms


Apprenticeship standard

Business administrator

Level 3 (A level)

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