Customer Service and Order Processor Apprentice NEO DIRECT LTD

Join our dynamic team at Neo Direct, a leading online retail company specialising in home and garden products. We're currently seeking a motivated and enthusiastic individual to join us as a Customer Service and Order Processor Apprentice. This role offers a unique opportunity to gain experience while working in a fast-paced e-commerce environment.

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Closing date: 28 Jun 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday 07:30 - 16:00. Requirement to work some Saturdays (1 in every 5) but this will not happen until full training has been provided (estimated 3 months). When a Saturday is worked you have a full Friday off the following week.

    Total hours per week: 40.0

  • Expected duration

    15 Months

  • Possible start date

    05 Jul 2024

  • Date posted

    23 May 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

As part of our team, you'll receive comprehensive training both in our warehouse and office environments, with the potential for a full-time position upon successful completion of the apprenticeship.

Typical duties will include:

  • Dealing with customers queries via email and phone
    Problem solving with customers to resolve issues
  • Ability to use specialised stock control and email systems upon inhouse training (Linnworks experience very beneficial)
  • Meeting daily deadlines for email queries
  • Help print orders and book in mail, couriers and pallets
  • Chase shipments with courier companies on the phone and online to assist customer queries
  • Use Deal Websites, eBay, Amazon, B&Q, Debenhams, The Range and web store environments to track and resolve customer enquiries
  • Communicate with warehouse about any order processing or replacement requirements
  • Gain an understanding of products sold to answer customer queries effectively
  • Identify and low stock issues and communicate with customers and your team
  • Experience dealing with complaints in a professional manner
  • Upselling and ‘closing’ bulk volume sales
  • Processing orders accurately
  • Collate and analyse performance metrics
  • Maintain customer records
  • Monitor, measure and resolve customer feedback, reviews and satisfaction scores
  • Act on the feedback received by making necessary improvements to your products, services, or processes
  • Communicate any changes made as a result of customer feedback to show customers that their input is valued

The training you will be getting

Course information:

During your apprenticeship you will be enrolled at Leeds City College (School of Business) and will complete the following programme:

Level 2 Customer Service Practitioner Apprenticeship Standard:

This programme will allow the apprentice to develop their skills, knowledge and behaviours through the practical period at college as well as in the workplace doing on-the-job training. The broad purpose of the occupation is to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.  

Functional skills if requiree.

Duration & start date:

This is a 15-month apprenticeship (12 months for the practical period which includes the day release at college and 3 months for the end-point assessment).

What to expect at the end of your apprenticeship

Career prospects post-apprenticeship include advancing into Product Management roles, focusing on researching, sourcing and launching new products to market.

Requirements and prospects

Desired skills and personal qualities

Attention to detail, Reliable, Trustworthy, helpful and friendly, Confident, 'Can do' person, Able to use Initiative, Helpful and friendly


GCSE or equivalent English (Grade 4 or above) Desired
GCSE or equivalent Maths (Grade 4 or above) Desired

Things to consider

Additional skills that would be beneficial for the role: • IT Literate, Email / Word Processing • Good Communication skills • Good Listening • Good at working in a Team • Good at Problem solving skills • Ability to use initiative • Organised

About the employer

We are an e-commerce enterprise headquartered in Leeds, operating with offices and warehousing facilities. Our niche lies in providing a wide array of home and garden products through mail order, both under our proprietary brand and via white-label solutions, catering to customers across the UK and Europe. Currently, we are witnessing substantial year-over-year growth and actively expanding our operations.




Unit 1a Darnall Works

Butterley Street


LS10 1AW

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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


Leeds City College Apprenticeship Team

0113 284 6464

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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