Customer Service Apprenticeship
Home Instead
Nottingham (NG7 2UL)
Closes in 5 days (Tuesday 10 June 2025 at 11:59pm)
Posted on 27 May 2025
Contents
Summary
Home Instead Nottingham are looking for a Customer Service Apprentice to join our Key Player team. This role will involve working alongside our current administrator to learn all they do on a day to day basis. You will be responsible for liaising with clients & colleagues daily, updating systems and supporting key players in our offices.
- Wage
-
£14,918.80 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday to Friday 9am to 5pm with half an hour lunch break each day.
37 hours 30 minutes a week
- Start date
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Monday 16 June 2025
- Duration
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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 the phone and liaising with clients and colleagues to assist with queries
- Proactively produce correspondence for both care professionals and clients to ensure they are kept up to date with any changes
- Use of Microsoft applications such as Outlook, Teams, Word and Excel
- Work with our administrator to monitor and maintain appropriate levels of PPE and stationery
- Contribute to the management of events e.g. open day, community events
- Support the recruitment and pre-employment checks processes where appropriate
- Support admin with the coordination of newsletters, leaflets and recognition awards
- Ensure e-mails are forwarded to the correct service for a prompt response
- Keep up to date with information or changes in service provision to ensure the customer always receives the right information
- Take part in meetings, taking notes and minutes as required, providing feedback on the service provided to our clients and colleagues
- Support projects and IT initiatives where appropriate
- Work in a manner that supports compliance with GDPR
- Maintain a tracker for relevant car documentation to ensure our staff are compliant
- Undertake any photocopying/laminating/shredding requested by colleagues
- Help to promote our digital strategy by assisting clients to access our services on-line
- Ensure compliance with Home Instead’s Equality, Diversity and
- Equal Opportunities policy, in respect of employment and service delivery
- Carry out any other duties deemed necessary for the successful operation of the business
Where you'll work
4 Bull Close Road
Nottingham
NG7 2UL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
HCRG CARE SERVICES LTD
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 delivered through on-line classes with the Training Provider
- In-House Training will be given to successful apprentice throughout their apprenticeship
- Designated time to complete your on-the-job training weekly
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
- Administrative skills
- Team working
- Initiative
- Patience
About this company
Home Instead help the local community, providing care and support to allow individuals to lead fulfilled lives in safe & familiar surroundings where they feel most comfortable. With round the clock support from the local Home Instead office, our dedicated team of Care Professionals provide a range of in-home care services across the area.
After this apprenticeship
- If applicant is successful, the role will be reviewed and a post offered if one is available at the time
Ask a question
The contact for this apprenticeship is:
Home Instead
Carrin Rothwell
carrin.rothwell@nottingham.homeinstead.co.uk
01159226116
The reference code for this apprenticeship is VAC1000321974.
Apply now
Closes in 5 days (Tuesday 10 June 2025 at 11:59pm)
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