Customer Service Practitioner Apprentice

Summary

An opportunity to join Mortons Law as an apprentice working on our head office reception desk with an experienced receptionist. You will learn all aspects of our services, and become confident to dealing with telephone enquiries, directing callers to our various departments.

Wage

£13,741 a year

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Training course

Customer service practitioner (level 2)

Hours

Monday to Friday 9am to 5pm with 1-hour for lunch

35 hours a week

Start date

Monday 2 June 2025

Duration

1 year

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 incoming telephone calls
Opening and scanning incoming post
Dealing with outgoing post
Scanning finance sheets and uploading them to our case management system
Accepting documents at the reception desk
Verifying client ID
Releasing confidential documents and keeping accurate records of release
Updating our storage system “The Vault”
Taking card payments in person and over the telephone

Where you'll work

The Yard
Gill Bridge Avenue
Sunderland
SR1 3AW

Training

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

College or training organisation

CITY OF SUNDERLAND COLLEGE

Your training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

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

Training will be provided by an experienced receptionist and by the Practice Manager at our Sunderland head office located within The Yard on Gill Bridge Avenue in Sunderland City Centre. There will be opportunity to experience our Seaham or Durham office in time when confidence and knowledge levels have increased. Time away from the reception desk will be allocated each week for the apprentice to undertake their apprenticeship course studies. A level 2 Customer Service apprenticeship will be gained.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4-9)
Maths (grade 4-9)

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

Attention to detail
Communication skills
Customer care skills
IT skills
Organisation skills
Team working

About this company

Mortons Law is a law firm based in Sunderland since 1935. We offer advice to clients on family law, children matters, elderly client services such as Wills, Probate and Trusts, conveyancing services to assist in the sale and purchase of a residential property and commercial law also. Training on all of these services will be provided. We have three offices, Sunderland, Seaham and Durham with four receptionists currently in place.

After this apprenticeship

Full-time permanent employment would be available to a successful apprentice.

Ask a question

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