Customer Service Apprentice

Summary

An opportunity has arisen to undertake a Customer Service Apprenticeship with a difference at Rockcity Sports Club CIC. While working and training you will gain the skills and experience required as a starting point for a career in any aspect of customer service. The role will be a varied role, and you will be a key part of the business.

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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Pay will be reviewed regularly

Training course

Customer service practitioner (level 2)

Hours

The hours will be 37.5 hours a week, over 5 days, to include some evenings and weekends. Working hours will be between: 9:15am - 10:30pm, Mon to Fri, and 9:15am - 7:30pm, Sat/Sun, with various shifts covering those times.

37 hours 30 minutes a week

Start date

Sunday 3 August 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

Main duties will include:

Meet and greet
Customer service (face to face, online and telephone)
Payment handling
Scheduling bookings
Sales and sales aftercare (face to face and online)
General housekeeping duties

Where you'll work

HAWTHORN AVENUE
HULL
HU3 5GL

Training

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

College or training organisation

HULL 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 undertaken at the place of work under the guidance of fully qualified members of staff, while the Skills coach from Hull College will visit you regularly to expand on your skills, knowledge and behaviours working towards the qualification.

More training information

Hull College will deliver the apprenticeship standard: Customer Service Practitioner Level 2 Apprenticeship Standard.
Plus, Functional Skills Maths and English Level 1/2 if required.

Requirements

Desirable qualifications

GCSE in:

English (grade 2 - 9 or A* - D)
Maths (grade 2 - 9 or A* - D)

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
Team working
Initiative

About this company

Rockcity began its journey in 1994 as one of the UK's pioneering community indoor climbing centres, transforming countless young lives and redefining what's possible in climbing for three decades. Boasting some of the most iconic and cutting-edge climbing facilities in the world. Rockcity offers diverse climbing experiences, including roped climbing, dedicated adult and family bouldering areas, and a state-of-the-art competition zone. The passion behind it all is driven by Rockcity Sports Club CIC, while Rockcity Coffee keeps climbers energized.

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

Company benefits

Use of onsite facilities.

After this apprenticeship

On successful completion of the apprenticeship, there is a full-time role for the right candidate.

Ask a question

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