Customer Service Apprentice The Federation of Independent Retailers.

Over the course of the apprenticeship the successful candidates will fulfil the role of Contact Centre advisor with the FED and upon completion will have both skills and experience which will set them up for a career in customer service-related roles.

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Closing date: 15 Dec 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday, 7.00am - 3.00pm, 8.00am - 4.00pm or 9.00am - 5.00pm. Saturdays and Bank Holidays, 7.00am - 11.00am or 7.00am - 10.30am, Sunday, 7.00am - 10.30am

    Total hours per week: 38.5

  • Expected duration

    12 Months

  • Possible start date

    29 Jan 2024

  • Date posted

    18 Sep 2023

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    2 available

What you will do in your working day

  • Provide a high level of customer service to FED members at all times, resolving their concerns and complaints utilising the tools available
  • Use of Internal CRM system to solve problems and keep members and internal/external stakeholders updated
  • Identify opportunities to recruit non members into the organisation and to retain existing members
  • Act as the first point of contact for FED members and as a go between with suppliers to seek a mutual resolution
  • Conduct follow up and courtesy phone calls (outbound) to members to ensure they are satisfied with outcomes to her complaints
  • Actively promote benefits of membership to members to ensure they are making the most out of the organisation
  • Take ownership for personal development with the assistance of the Contact Centre Team Leader and Manager

The training you will be getting

  • Customer Service Practitioner Level 2 Apprenticeship Standard
  • All training will be delivered in the workplace

What to expect at the end of your apprenticeship

  • Potential to progress into a full-time role with the organisation either with the contact centre or another department upon completion of apprenticeship
  • Potential to continue education with the Federation at a higher level

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Initiative


GCSE or equivalent English and maths. (Grade 4-9 (A*-C) or equivalent.) Essential

Things to consider

The contact centre is open between 7am and 5pm. The contact centre is a 364 day per year operation so some weekend and bank holiday work on a rota basis is required.

About the employer

The Fed is a trade organisation specialising in helping and promoting the interests of independent retailers across the United Kingdom and Republic of Ireland, we currently have a membership of approx. 12,000 independent stores and 9500 individuals making us Europe’s largest independent retail trade organisation.


The Federation of Independent Retailers.






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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Apprenticeship Recruitment Team

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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