Customer Service Apprentice

Summary

You will be part of the customer service team and deliver the highest possible level of customer service to enable the business to profitably grow through commercial excellence, in line with strategic business objectives to drive optimisation, profitability and efficiency.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Customer service specialist (level 3)

Hours

Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4pm.

37 hours 30 minutes a week

Start date

Monday 2 June 2025

Duration

1 year 5 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

Ensuring that all customer orders, quotations, designs, queries, complaints etc. are processed as quickly and efficiently as possible.
Inputting and feed back to customers; details of work in progress; check and follow up any commitments made to customers or other Coveris departments to ensure promises are being met.
Establishing key working relationships with colleagues and clients.
Liaising with managers & colleagues.
Minimum of 6 hours per week spent on apprenticeship work and training.

Where you'll work

101 Brackenborough Road
Louth
LN11 0AX

Training

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

College or training organisation

CT SKILLS 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

Working towards your Customer Service Specialist Level 3 Qualification, you’ll attend monthly 1-2-1 meetings (online via teams every month – NO classroom OR college!) with your tutor and learn about modules including the organisation & role fundamentals, customer management and the customer experience. You will be given a minimum of 3 hours per week to complete any apprenticeship work (assignments, research, and projects) and will receive at least another 3 hours of training from your employer. All apprenticeship work and training is completed in the workplace, during working hours.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 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
Attention to detail
Organisation skills
Customer care skills
Team working
Initiative
Proactive
Enthusiastic

Other requirements

If your application is successful, you will receive a call from our dedicated Recruitment Consultant who will discuss the qualification, location and course length in more detail. Following this call, you will be asked to write a supporting statement and complete an English and Maths assessment.

About this company

The Louth site forms part of the Flexibles Division of Coveris which has operating units in the UK, France, Egypt, Germany, Austria, Poland and Hungary. Operating 24/7, the Louth plant extrudes, prints and finishes packaging films and wrap-around labels for blue chip beverage, frozen food, fresh produce and industrial customers including Coca Cola, Pepsi and numerous fresh and frozen food manufacturers supplying the major Retailers. You will be joining a demanding business, with demanding customers. Their values are ‘Make it Right, Make it Happen, Make it Better.’ This drives their commitment towards creating a safe environment where they can satisfy customer needs. They are committed to net zero and are a market leader in recycling plastic film.

https://www.coveris.com/ (opens in new tab)

Company benefits

Social club membership (inc. lottery, trips & events), free fruit Wednesday’s, onsite canteen, pension & strong team spirit.

After this apprenticeship

As with any apprenticeship opportunity – if you prove yourself to be a valuable member of the team there is a strong chance of a permanent post within the business.

Ask a question

The contact for this apprenticeship is:

CT SKILLS LIMITED

Recruitment Team

recruitment@ctskills.co.uk

The reference code for this apprenticeship is VAC1000320197.

Apply now

Closes in 14 days (Friday 30 May 2025)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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

Company’s application instructions

Please complete the application form and of course attach your up-to-date CV. This will give us the best chance of being able to contact you. Your CV should be a word document or pdf that we will be able to edit if we decide to take your application further- not an image.

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