Customer Service Apprenticeship

Summary

Handling calls and emails from existing and new clients, updating internal systems and CRM's, sending out marketing emails, providing technical support to clients on completion of training, speaking with existing staff, sub-contractors, and suppliers to ensure new account and existing account progression, and any after-sales queries run smoothly.

Wage

£12,480 a year

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Salary will be £8.00 per hour with 28 days annual holiday entitlement per year, including bank holidays.

Training course

Customer service practitioner (level 2)

Hours

The role comprises 30 hours per week. Tuesday - Friday, 9.00am - 5.00pm. Mondays off.

30 hours a week

Start date

Monday 16 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

Answering Customer Inquiries: Addressing customer questions and concerns promptly and accurately, whether through phone, email, chat, or in-person interactions.
Resolving Problems: Investigating and resolving customer issues, complaints, and technical problems efficiently.
Processing Orders and Payments: Handling customer orders, processing payments, and ensuring accurate order fulfillment.
Providing Product Information: Offering detailed information about products, services, and features to customers.
Handling Returns and Exchanges: Managing returns, exchanges, and refunds in a professional and timely manner.
Maintaining Customer Records: Keeping accurate and up-to-date records of customer interactions and transactions.
Gathering Customer Feedback: Collecting feedback to improve products, services and customer experience.
Promoting Products and Services: Upselling and cross-selling products and services to customers.
Building rapport with customers: Engaging in small talk, showing genuine interest and building positive relationships.

Where you’ll work

MOORGATE ROAD
KNOWSLEY INDUSTRIAL PARK
LIVERPOOL
L33 7XW

Training

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

College or training organisation

ACCESS FURTHER EDUCATION LIMITED

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

Unit 6c Enterprise House, Moorgate Point, L33 7XW.

Requirements

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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Analytical skills
Logical
Team working
Creative
Initiative
Patience

About this company

Utilities technology group was formed in 2007 by our managing director Andrew Cavanagh. Andrew has been in the business airtime and mobile phone industry since 1998 and has gained vast experience and knowledge of the sector over the last 26 years. In 2015 UTG diversified into VOIP, hosted telephony and high speed connectivity. We also formed our energy broker arm in 2016. This enabled us to offer our clients a full unified comms solution with all services on one bill every month. We have exclusive wholesale agreements with BT,O2,EE and Vodafone which enables us offer our clients the very best support and service with the latest technology and equipment. We are registered apple, Samsung and Yealink stockist enabling us to source the latest tech and hardware at competitive prices. In relation to our commercial energy broker side, we are a fully registered TPI with Ofgem and have an ADR licence to enable us to act and arrange commercial gas and electricity SME and corporate contracts within the UK. We can obtain bespoke pricing which isn’t available online and search through the energy market to find our clients the very best pricing available at that time. Our industry knowledge allows us to keep ahead of the curve and make sure we are advising our clients accordingly and professionally at all times.

https://utg.uk.com/ (opens in new tab)

Company benefits

Sickness will be paid at SSP rate. Full Uniform and pension will be provided after the qualifying period.

After this apprenticeship

After completing a Customer Service apprenticeship, you’ll gain the skills and experience to deliver exceptional customer support and progress into roles such as team leader, customer service supervisor, or specialist advisor.

Ask a question

The contact for this apprenticeship is:

ACCESS FURTHER EDUCATION LIMITED

The reference code for this apprenticeship is VAC1000317901.

Apply now

Closes in 30 days (Saturday 31 May 2025)

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

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