Customer Experience Apprentice

Summary

As a Customer Experience Apprentice, you will play a pivotal role in ensuring that our customers receive seamless, high-quality support across multiple communication channels, including live chat, email, social media, and phone. This is a fantastic opportunity for somebody just starting out in this sector to develop experience alongside learning.

Wage

£15,000 a year

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Competitive salary and benefits package.

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday between 8.45am and 5pm.

36 hours 15 minutes a week

Start date

Sunday 1 June 2025

Duration

1 year 3 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

As an Apprentice, you will be responsible for addressing customer enquiries, troubleshooting issues, providing product information, and ensuring an exceptional customer experience.

This role requires a proactive, adaptable, and customer-centric individual who thrives in a fast-paced, multichannel environment.

We are looking for somebody who is new to Customer Service and is keen to develop the skills to be able to complete the key responsibilities which consist of:

Multi-Channel Support: Providing exceptional customer support across a variety of communication channels, including live chat, email, phone, social media platforms (e.g., Facebook, Twitter, Instagram), and self-service portals.
Customer Engagement: Build strong relationships with customers by offering timely, empathetic, and efficient responses to enquiries. Ensure that each interaction is aligned with company values and enhances the customer experience.
Problem Resolution: Troubleshoot and resolve a wide range of customer issues, including product enquiries, service concerns, technical support, billing questions, and complaints. Utilise your problem-solving skills to resolve complex issues promptly.
CRM Management: Use our Customer Relationship Management (CRM) tool Salesforce to manage customer interactions, log support tickets, track case progress, and update customer records.
Omni-Channel Consistency: Ensure that the customer experience is consistent and seamless across all channels. Resolve issues effectively, regardless of the platform the customer chooses to contact us through.
Collaboration with Teams: Work closely with cross-functional teams (IT, Claims and Operations) to ensure quick resolution of complex issues. Share insights and feedback to continuously improve the customer experience.
Feedback Collection: Gather customer feedback during interactions and help identify recurring issues or areas for improvement in processes, products, or services.
Maintain Performance Metrics: Meet or exceed established performance metrics, including response times, customer satisfaction ratings, first contact resolution, and ticket closure rates

You will work within a collaborative and supportive team culture.

Where you’ll work

Unit 4
Monks Way, Preston Brook
Runcorn
WA7 3GH

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

RIVERSIDE COLLEGE

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

Customer Service Practitioner, Level 2.

Fortnightly attendance at Riverside College, Widnes.

More training information

This is an opportunity to work in a dynamic, customer-centric environment where your input and contributions will have a direct impact on customer satisfaction.

Ongoing professional development and growth opportunities.

Requirements

Essential qualifications

GCSE in:

English (grade Grade 9 - 3 (A*-D))
Maths (grade Grade 9 - 3 (A*-D))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Customer care skills
Problem solving skills
Team working
Non judgemental
Patience
Empathetic communicator
Keen to learn

Other requirements

We reserve the right to close this opportunity after 1 week if we have received enough applications, and therefore recommend you make an application as soon as possible, rather than waiting until the planned closing date as we cannot guarantee the vacancy will remain open for the whole time planned.

About this company

With over 20 years of experience in the UK Taxi and Courier industry, we are dedicated to protecting our customers’ assets and providing peace of mind through comprehensive insurance solutions. Our expertise and commitment to customer satisfaction has made us a trusted name in the UK for insurance needs.

After this apprenticeship

There may be the opportunity to apply for jobs in the future within the company, if these arise.

Ask a question

The contact for this apprenticeship is:

RIVERSIDE COLLEGE

Joanna Smith

joanna.smith@riversidecollege.ac.uk

0151 257 2800

The reference code for this apprenticeship is VAC1000312049.

Apply now

Closes in 3 days (Wednesday 30 April 2025 at 11:59pm)

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