Credit Services Apprentice (Customer Service Apprenticeship)

Summary

The Credit Services Apprentice will be supporting the Business and Credit service teams, completing administrative tasks including applying bankers orders, handle bank charges, to process journals within the agreed policies. As well as developing and maintaining good working relationships with publishers and customers.

Wage

£17,500 a year

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Planned salary increase by £500 every 6 months for duration of the contract.

Training course

Customer service specialist (level 3)

Hours

Monday to Friday, between 9am to 5pm.

35 hours a week

Start date

Monday 4 August 2025

Duration

2 years

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

Applying Bankers Orders for the Credit teams within the agreed service level agreement
To collate remittances for the credit services team
Apply cheques to the system
To handle bank charges/loss of exchange to the general process policy
Keep unallocated cash to a minimum across ledgers
To reconcile cash with order accounts on a monthly basis
To process journals within the agreed policies
To charge all credit card payments for Credit Services within the agreed KPI
Assist the team in chasing payments across ledgers
Take accounts off stop when payment is received by the customer
Administer and support the customer maintenance function within the team
To action Freshdesk tickets within agreed SLA’s
To offer support with resolving and responding to queries promptly, accurately and legibly in line with the departmental standards in order to facilitate prompt payment
Develop and maintain good working relationships with publishers and customers
Provide cover for the Credit Services team during periods of sickness and annual leave
Promote the importance and maintain the correct standards of Health and Safety in the workplace
To be responsible for the department post tray and faxes within the agreed KPI
Commitment to our Delivering Excellence programme by following and demonstrating the key values of MDL

Where you'll work

Cromwell Place Hampshire International Business Park
Lime Tree Way
Basingstoke
Hampshire
RG24 8YJ

Training

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

College or training organisation

THE SKILLS PARTNERSHIP LIMITED

Your training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Monthly online workshops and meetings with their tutor throughout the duration of the programme
Training will take place online
Level 3 Customer Service Specialist apprenticeship
Functional Skills in English and maths if required

More training information

Training Provider: TSP Learn (The Skills Partnership)
Online workshops
Monthly tutor support sessions
Mentoring

Requirements

Desirable qualifications

GCSE in:

English (grade C or 4)
Maths (grade C or 4)

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
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Team working
Initiative
Non judgemental
Patience
Time Management
Written and Verbal skills

About this company

Macmillan Distribution (MDL) is the award-winning distribution arm of the Macmillan Publishing Group. MDL provides a distribution service for its own Group publishers as well as distribution services to over 40 third party publishers. The commercial operations are based in Basingstoke and the warehouse in Swansea ensures a smooth operation of receiving, storing and distributing an extensive range of books, handling over 40,000 titles.

https://www.macmillandistribution.co.uk (opens in new tab)

Company benefits

Our benefits include free parking , Private Medical Insurance/Medical cash plan, pension scheme with generous employer pension contributions, employee discounts portal, 25 days holiday, on-site canteen, employee assistance programme and much more.

After this apprenticeship

Study support toward a level 3 qualification in Customer Service with the chance of progression into a Credit Services role upon completion

Ask a question

The contact for this apprenticeship is:

THE SKILLS PARTNERSHIP LIMITED

Ammie Copping

Ammie.copping@macmillan.com

The reference code for this apprenticeship is VAC1000317763.

Apply now

Closes in 28 days (Friday 30 May 2025)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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