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Apprentice Customer Service Practitioner FIRST HOME IMPROVEMENTS (ENGLAND) LIMITED

The successful Apprentice Customer Service Practitioner will answer incoming calls, and will make calls to existing and new customers. The apprentice will book surveyors and engineers for appointment, as well as meet targets (e.g. lead generation and contact quality) for the inbound area.

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Closing date: 16 Oct 2022

Apprenticeship summary

  • Annual wage


    Basic salary £20,000 - £21,000 per annum. Employees are paid on a monthly basis.

  • Working week

    Monday - Thursday, 8.30am – 7.00pm, Friday, 8.30am - 5.30pm and Saturday, 9.00am - 1.30pm. 4 x 8 hour shift per week. 1 x 4.5 hour shift per week (Note: rotational Saturday mornings). 30 minute break every day.

    Total hours per week: 36.5

  • Expected duration

    18 Months

  • Possible start date

    01 Dec 2022

  • Date posted

    08 Sep 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    2 available

What will the apprentice be doing?

Main duties will include:

  • To effectively handle and manage incoming calls, delivering an excellent customer experience to new and existing customers
  • To effectively manage and make outgoing calls, whilst meeting and exceeding targets in accordance with the business’s needs
  • Updating customer information onto the business database
  • Document all call information according to standard operating procedures
  • Provide accurate, valid, and complete information by using the right methods/ tools
  • To abide by all statutory requirements, including those relating to health and safety
  • Record and book affiliate/ passive lead sources
  • Complaint handling
  • Multi-tasking between calls

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

For the full apprenticeship, candidates will complete:

  • Level 2 Customer Service Practitioner Apprenticeship Standard
  • Level 1 Functional Skills in English
  • Level 1 Functional Skills in maths

Apprentices will also work towards and take the test for Level 2 English and Maths prior to taking the End Point Assessment.

For the End Point Assessment, apprentices will undertake an apprentice showcase, a practical observation, and a professional discussion.

Upon successful completion of this apprenticeship programme, apprentices will be able to join the Institute of Customer Service as an individual member at a professional level.

Apprentices will be expected to attend college sessions once per week at the Ipswich Road campus, located near Norwich city centre.

What is the expected career progression after this apprenticeship?

  • Opportunities may be available to work as an employed Contact Centre Advisor with First Home Improvements (England) Limited following a successful apprenticeship

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Customer care skills, Team working, Independent working, Commitment, Strong work ethic, Time management skills, Friendly and personable, Willing to learn and develop, Continuous improvement, Professional, Flexible and adaptable


GCSE or equivalent English and Maths (Grade 2/ E) Desired

Things to consider

The office is located on a first floor without the benefit of a lift. The office is based in Hellesdon, near Norwich Airport/ McDonalds, and is very close to the Norwich Airport Park & Ride bus service. Basic salary: £20,000 - £21,000 per annum. Employees are paid on a monthly basis. Free on-site car parking is available. 30 days paid holiday per year (including bank holidays). Free life cover at £50,000. Company pension. Employee Assistance Scheme (EAS) to support mental health.

About the employer

First Home Improvements (England) Ltd traces its roots to the early 1970’s, when its original owners Debbage & Tubby started to develop the company’s existing manufacturing site in Lenwade, Norfolk. We offer exclusive and innovative products that are made to the highest possible standards using traditional hand crafted methods. “We are big enough to cope and small enough to care”. All of our uPVC units are sourced from quality assured suppliers. First Home Improvements (England) Ltd engages more than 650 industry professionals in various roles ranging from salesmen, designers and specialist craftsmen, through to skilled installation teams. All of our products come with a 10 year warranty. We specialise in Conservatories, Windows, Doors and Rooflines for residential installations (PVCu) for the general public, and have established a reputation for the enduring quality of our products and outstanding customer care. Quality is never an accident, it is always the result of high intention, sincere effort, intelligent direction and skilful execution; it represents the wise choice of many alternatives. We all have our own ideas of the perfect home and a place to live that has individuality. At First Home Improvements (England) Ltd we can help you achieve that perfection and turn your dream into a reality with the unique range of products we have to offer. Whether it is replacement Windows, Doors, Conservatory, Roofline or Garage Door, it is vital to select the right company.




Delft Way



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Training provider



City College Norwich


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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