You will effectively handle and manage incoming calls from our customers. You will update customer information on our database and will document all call information by following procedures. This post requires working in a fast-paced environment, managing several tasks at once, keeping all parties informed and working closely with stakeholders.

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

Apply now

Closing date: 08 Sep 2024

Apprenticeship summary

  • Annual wage


    Pay: £16,000 - £24,000 per annum.

  • Working week

    During the week, shifts between; Monday to Thursday: 08:30 to 19:00. Friday: 08:30 to 17:30. Office is usually open on Saturdays from 09:00 to 13:30 (with rotational Saturdays - breaks to be confirmed).

    Total hours per week: 36.5

  • Expected duration

    18 Months

  • Possible start date

    01 Oct 2024

  • Date posted

    06 Jun 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

Main duties will include:

  • Effectively managing and handling all incoming calls from existing and future customers.
  • Updating customer information on the business database.
  • Documenting all call information according to standard operating procedures.
  • Working in a fast-paced environment and managing several tasks at once.
  • Liaising with all involved parties via a range of communication methods, including phone and email.
  • Working closely with internal staff, customers and suppliers.

The training you will be getting

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 (EPA) apprentices will undertake a showcase (including an interview), a practical observation, and a professional discussion.

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

Apprentices must attend college sessions once a week (term-time) at the Ipswich Road campus, located near Norwich city centre.

What to expect at the end of your apprenticeship

A position may be available for the right candidate following the successful completion of the Apprenticeship. The business is looking for somebody who wants to develop and gain a position following their Apprenticeship.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Team working, Accuracy, Good multi-tasking skills, High level of dedication, Able to work within deadlines, Flexibility for shift patterns


GCSE or equivalent English and Maths (Grade 4/ C (L2 Functional Skills)) Desired

Things to consider

If a potential apprentice does not currently meet the entry requirements, they will need to attend additional Functional Skills English and Maths sessions alongside their apprenticeship. Sessions may be held on a different day. Applicants who are currently undertaking or sitting GCSEs should include their predicted grades on their application. If successful for this position, you will be offered a conditional place on the apprenticeship, subject to you meeting the entry requirements listed above. You will receive 33 days of paid annual holiday (including bank holidays). The office is closed between Christmas- New Year. You will receive a discount on company products and you will receive regular line management support with training opportunities.

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.




Norwich Airport Contact Centre




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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


City College Norwich (Apprenticeships)


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

Please apply via the employer's website, using the given link.

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

Apply now

Closing date: 08 Sep 2024