Customer Service Representative Apprentice Volvo Truck UK

As a CSR Apprentice, you will be responsible for working towards providing support to the Dealers in Planning and Vehicle Scheduling in accordance with DVSA rules and regulations thus ensuring that customer expectations are always managed with regards to their compliance.

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

Apply now

Closing date: 03 Jun 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Days and shifts are TBC.

    Total hours per week: 37.5

  • Expected duration

    16 Months

  • Possible start date

    17 Jun 2024

  • Date posted

    16 Apr 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

What will you be doing?

  • Be a customer contact and point of reference for the Dealerpoint
  • Create, maintain and communicate the VOSP service plan to customers as appropriate
  • Confirm and agree details of planned visits with customers in advance, including re-plan of any outstanding defects
  • Load workshop schedule to maximise capacity utilisation
  • Maintain customer contact information on all Operational Systems
  • Liaise with Dealer Responsible to ensure all resources are available in advance of scheduled work (labour and parts)
  • Ensure all MOT appointments are booked, planned in, and communicated to customers in a timely manner
  • Clarify for the customer and the workshop the basis for the repair – Retail/ Warranty/ Contract
  • Manage Fusion quotes, repair orders and sales invoices as appropriate
  • Manage bookings for courtesy cars
  • Actively liaise and co-ordinate between customer and workshop on progress and ensure timely authorization and reporting of all work
  • Follow up after vehicle visit to check customer satisfaction and log all correspondence and where needed escalate any concerns from the interaction with the customer so the appropriate action is taken to resolve it and prevent it from occurring
  • Promote the benefit & features of Volvo Service Point Online
  • Take personal responsibility to ensure customer reception area is maintained to a professional standard
  • As CSR we serve as the face of the company and therefore all efforts should be geared towards portraying oneself in line with our values
  • Complete the endpoint assessment to become fully competent.
    Support and always assist other team members especially during peak hours and holiday cover
  • Any other duties that may be reasonably requested by your manager

The training you will be getting

Level 2 Customer Service Practitioner.

This apprenticeship is delivered through work based learning, this means that all training is done at the workplace eliminating the need to attend college. The successful candidate will be allocated a tutor who will provide a mixture of interactive online group teaching and 1-1 training monthly.

What to expect at the end of your apprenticeship

There are excellent opportunities for progression within the company, with a strong focus on continued learning and personal development.

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental


GCSE or equivalent English (Grade 4/C and above) Essential
GCSE or equivalent Math's (Grade 4/C and above) Essential

About the employer

Here at Volvo, we pride ourselves on product innovation and excellence. We provide a commitment to our customers that they will always receive second to none service levels – to do this we must ensure that our people are trained to the highest possible standards. A successful business demands a skilled workforce to improve its bottom line. A skilled workforce demands training and knowledge. That is why we created the Volvo Apprenticeship Programme. We provide all our apprentices with the skills needed to become fully qualified and competent individuals with a secure vocation at Volvo. A Volvo trained apprentice will become a top class asset to our business for years to come, we like to invest well into our future.


Volvo Truck UK


101 Lancaster Way Business Park


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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


Holly Parkinson


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

Employer's Application Instructions

To apply for this vacancy please click 'Apply now' and you will be redirected to the GetMyFirstJob website where you will be required to submit an application. If this is your first visit to GetMyFirstJob you will be required to register on the website, please complete all fields upon registration and ensure you attach a copy of your CV.

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

Apply now

Closing date: 03 Jun 2024