Customer Service Practitioner Apprenticeship

Summary

Join a fast-paced, professional team as a Customer Service Apprentice within the payroll and compliance industry. You’ll support daily operations, assist with client queries, and help deliver excellent service, while gaining valuable experience and developing key skills for a long-term career in a business-focused environment. Apply now!

Wage

£12,955.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

In addition to the salary, the employer offers a commission structure to encourage your proactivity, client engagement, and contribution to business growth.

Training course

Customer service practitioner (level 2)

Hours

Mon - Fri 9:30a.m. - 4:30p.m. (30 min break).

32 hours 30 minutes a week

Start date

Monday 30 June 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

Duties will include:

Serve as the first point of contact for clients via phone and email, handling payroll-related queries, technical issues, and complaints with professionalism and care
Maintain accurate and up-to-date client records using internal
CRM systems, including payroll details and communication history
Collaborate with internal departments (e.g. HR, accounts, sales) to ensure efficient and seamless payroll processing
Pass on any complicated problems to the right people and check they get sorted
Reply to client messages quickly and make sure they’re happy with the service
Help new clients get set up by checking documents and entering information

Where you'll work

Runway East Birmingham, Arca,
Temple Row,
B2 5AF

Training

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

College or training organisation

THE NVQ TRAINING CENTRE 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

Teaching and learning the skills, knowledge and behaviours within Customer Services.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4)
Maths (grade 4)

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
Customer care skills
Flexible
Initiative
Non judgemental
Organisation skills
Patience
Problem solving skills
Sales Skills
Team working

Other requirements

Have you considered hours / wage / location?

About this company

Odyssey is a specialist payroll provider offering tailored solutions to contractors and recruitment agencies across the UK. With expertise in Umbrella, CIS, IR35, and compliance, Odyssey delivers efficient, transparent, and reliable payroll services that ensure clients remain fully compliant while focusing on their core business.

After this apprenticeship

This apprenticeship offers a strong foundation in customer service, with the potential to progress into a sales-based role within the business. We’re looking for someone who is committed to long-term growth and development, with opportunities to take on more responsibility and build a lasting career in a supportive and growing company.

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