Customer Loyalty Apprentice

Summary

An exciting opportunity to become part of a dynamic and expanding team within the Worcester Bosch Sales department. A chance to grow and develop skills in both customer service and business administration as well as potential progression within the company beyond the initial apprenticeship.

Wage

£18,000 a year

Check minimum wage rates (opens in new tab)

Eligible for company bonus

Training course

Customer service practitioner (level 2)

Hours

8.00am - 5.00pm Monday, Tuesday, Wednesday, Thursday and 8.00am - 4.00pm Friday, including 1 hour lunch break unpaid. Requirement to be onsite.

39 hours a week

Start date

Monday 4 August 2025

Duration

1 year 4 months

Positions available

5

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

The main objective of this role is to provide general administration and customer service support for the Loyalty programme. Sitting within the Customer Loyalty team this role will be the first point of contact for customer queries (installers) relating to promotional queries and our loyalty programme.

The role is varied, fast paced, and will flex according to the needs of the customer and business. You will be based in the Sales department and will primarily be within the Customer Loyalty Team. A flexible approach is needed to support wider sales and marketing initiatives and tasks.

The role will encompass all aspects of customer query handling, from the general loyalty scheme management, current campaigns and promotions to registrations and the digital tools (app, dashboard etc).

Key Focuses –

Handling installer queries – through phone calls, installer mailbox and social media, ensuring that installers are not waiting more than 48 hours for a response. Always driving to improve the customer experience that installers have with Worcester Bosch
Handling sales team queries – through mailbox, phone, MS Teams Board to ensure they have answers to all their requests when supporting the installers
Excellent Service – ensuring effective communications and expectations are managed with colleagues and installers when supplying information and/or resolving issues

Where you'll work

Cotswold Way
Warndon
Worcester
WR4 9SW

Training

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

College or training organisation

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION 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

Formal training is delivered at HWGTA, located in Worcester (WR4 9GN).

You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.

You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Customer Service Practitioner Level 2 qualification.

More training information

There is also a five-day teambuilding residential trip that is held in the spring of each year offered to all apprentices on programme.

Requirements

Essential qualifications

GCSE in:

English (grade A*-C/ 4-9)
Maths (grade A*-C/ 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
Customer care skills
Problem solving skills
Number skills
Team working
Initiative
Written skills
Forward thinking
Ability to work under pressure
Flexibility
Punctuality
Excellent attendance
Reliable
Dedicated
Self-motivated

Other requirements

We reserve the right to close this vacancy at any time, hence we encourage candidates to submit their applications as soon as possible.

About this company

Formed in 1962 in Worcester. Worcester, Bosch Group has had many transformations during its history, growing from a small engineering works to the market leader in boilers in the UK that it is today. In 1992 Worcester heat systems joined the Bosch Group to become an important element of Europe's premier domestic heating equipment company.

https://www.worcester-bosch.co.uk/ (opens in new tab)

After this apprenticeship

Potential opportunity for a Customer Loyalty Coordinator role on completion on apprenticeship. Shadowing opportunities to be arranged during your apprenticeship to explore avenues for progression within the company beyond the initial apprenticeship.

Ask a question

The contact for this apprenticeship is:

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED

Emily Jackson

emily.jackson@hwgta.org

01905330732

The reference code for this apprenticeship is VAC1000323323.

Apply now

Closes in 13 days (Friday 13 June 2025 at 11:59pm)

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.

Cookies on Find an apprenticeship

Contents