Customer Service Apprentice Level 3

Summary

Looking to build an exciting career in customer service? Join us at Ibstock plc as a Level 3 Customer Service Apprentice and take your first step toward a rewarding career in customer relations. This comprehensive programme will equip you with a Level 3 Customer Service Specialist Apprenticeship, providing hands-on experience and expert mentorship.

Wage

£18,000 a year

Check minimum wage rates (opens in new tab)

Training course

Customer service specialist (level 3)

Hours

Typical working days are Monday - Friday, 8.00am - 5.00pm.

37 hours 30 minutes a week

Start date

Tuesday 1 July 2025

Duration

1 year 4 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

What you’ll do at work

Responding to customer enquiries, pricing requests, delivery information and samples by telephone
Checking of addresses, pricing, discount, product and haulage availability
Entry of quotations, sales orders, sample requests and schedules
Investigating credit requests and additional invoices.
Ensure that regular and accurate updates are made on the company
CRM package
Liaising with transport
Order book and schedule clearance
Checking of acknowledgements
Soft sales, working with the external team and customers to promote stocks and increase sales

Where you'll work

Lodge Lane Factory
Lodge Close
Cannock
West Midlands
WS11 0LW

Training

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

College or training organisation

SR APPRENTICESHIPS 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

An apprenticeship includes regular training with a college or other training organisation.
At least 20% of your working hours will be spent training or studying (6 hours per week).
All training will take place online with the training provider whilst based at the sales office.

More training information

The training programme is delivered 100% online, learning sessions are delivered live each month, in real time using Teams.

Requirements

Essential qualifications

GCSE in:

English Literature/Language (grade 4-9)
GCSE Mathematics (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

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Team working
Initiative

About this company

At Ibstock, we don’t just manufacture building products—we’re innovators, designers, and engineers shaping the future of construction. With over 2,300 employees, we enable the creation of inspiring spaces to live and work. Committed to a net-zero future, we invest in the latest technologies and sustainable solutions to stay ahead in our industry.

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

Company benefits

-Digicare+ -10% matched pension -3x life insurance -Share Save scheme eligibility -Employee Assistance programme for self and family members -Access to high street retail discounts platform -Personal development and career progression

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Upon successful completion of the program, you'll be well-equipped to advance and transition into a role with Ibstock.

Ask a question

The contact for this apprenticeship is: