Customer Service Specialist Apprentice Level 3 Roche Audio Visual

Includes working closely with our Senior Management in coordination with our Customer Service Coordinator handling customer enquiries, directly managing and developing client service level agreements and coordinating with our engineering division, manufacturers and distributors to ensure the highest levels of service are provided to our customers.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Jul 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday, 9.00am - 5.00pm, with 1 hour lunch break.

    Total hours per week: 35.0

  • Expected duration

    21 Months

  • Possible start date

    01 Aug 2024

  • Date posted

    04 Jun 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • Dealing with more complex or technical customer requests, complaints, and queries. This will involve problem solving and resolving complaints (not just logging and escalating them) to ensure customer satisfaction.
  • Coordination & Support with engineering schedule & onsite teams
  • Provide advice on organisation’s products and/or services, share knowledge with the wider team and colleagues.
  • Gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out the role.
  • Work in line with organisation’s current business strategy in relation to customers and make recommendations for potential improvements in services or processes.
  • Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice.
  • Recording clients’ interactions, updating contact details, and managing client databases.
  • Client visits & meetings to support ongoing bespoke managed service

The training you will be getting

  • The successful Candidate will work towards a Level 3 qualification in Customer service.
  • Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity.
  • You must achieve level 2 English and maths prior to taking the end point assessment.

What to expect at the end of your apprenticeship

  • Opportunity for permanent employment at Roche working within many areas such as customer service, internal sales, external account management, support services, technical support, and engineering.
  • Long term opportunity for a management position.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Polite and professional, experience with Excel & Adobe


GCSE or equivalent Maths & English (Grade 4/C or Above) Desired

About the employer

Established in 1973, Roche Audio Visual, have become one of the UKs leading specialists in the design, supply, integration and support of audio visual, innovative and evolving technologies to the public sector.


Roche Audio Visual






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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


Madeline Oxby

07974 587441

Apprenticeship standard

Customer service specialist

Level 3 (A level)

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

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Jul 2024