Pet Helpline Apprentice

Woodgreen, Pets Charity

Godmanchester (PE29 2NH)

Closes in 10 days (Thursday 29 May 2025 at 11:59pm)

Posted on 15 May 2025

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Summary

Do you feel like you’ve got what it takes to excel in customer service? We’re looking for an apprentice to join our fantastic Pet Helpline team. You’ll need to be a team player, enthusiastic and passionate about helping pets. As an apprentice you’ll gain on-the-job training and support alongside a structured training programme.

Wage

£19,500 a year

Check minimum wage rates (opens in new tab)

£10 per hour £375 per week

Training course
Customer service practitioner (level 2)
Hours
Working hours are 37.5 per week Monday to Saturday on a rota basis. This includes time to complete training related to the role and the apprenticeship programme.

37 hours 30 minutes a week

Start date

Tuesday 1 July 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

  • You’ll be part of a dedicated team that is the first point of contact for Woodgreen customers, and your interactions will include phone calls, digital and written communication.
  • No one day will be the same, although you can expect to give a professional and friendly service every day. As an apprentice, you’ll spend time learning the ropes. Then as your training progresses, you’ll learn how to assess and respond to the needs of our customers and their pets, whilst providing advice, guidance, and support.
  • Showing compassion and empathy will be crucial. You may have to deal with some challenging situations, but you’ll be supported all the way until you feel confident.

Where you'll work

Kings Bush Farm
London Road
Godmanchester
PE29 2NH

Training

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

College or training organisation

THE COLLEGE OF ANIMAL WELFARE LIMITED

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

  • At the end of this apprenticeship programme the successful candidate will be able to achieve the L2 Customer Service Practitioner apprenticeship.
  • Time each week will be provided to complete training directly related to the Pet Helpline Apprentice role as well as the work required for the apprenticeship programme itself.
  • Monthly sessions held online are available to support with the knowledge elements of the apprenticeship programme.

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

  • Customer care
  • Customer service
  • Excellent team working
  • Excellent listening skills
  • Excellent interpersonal skills
  • Good writing skills
  • Good verbal communication
  • Ability to adapt verbal style
  • Effective influencing skills
  • IT and technology skills

Other requirements

Our Pet Helpline takes a wide variety of calls from people seeking support with their pets. In some cases, these calls may be emotionally challenging, requiring a non-judgmental and patient approach.

About this company

Woodgreen Pets Charity’s vision is a world where all pets are well cared for in loving homes for life. To achieve this, we not only provide care for pets in need, but also help people be the best pet owners they can be.

http://www.woodgreen.org.uk (opens in new tab)

Company benefits

• 36 days annual leave per year (inclusive of bank holidays) • Up to 8% employer pension contributions • Support towards healthcare costs (cashplan) • Free access to Headspace • Life assurance (4x salary) 25% discount in our charity shop

After this apprenticeship

This apprenticeship is for 15 months with a view to considering permanent roles available in the team on successful completion.

Ask a question

The contact for this apprenticeship is:

THE COLLEGE OF ANIMAL WELFARE LIMITED

Justin Groves

jgroves@caw.ac.uk

01480 422060

The reference code for this apprenticeship is VAC1000320917.

Apply now

Closes in 10 days (Thursday 29 May 2025 at 11:59pm)

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