Customer Service Apprentice

Summary

Northern Skills are recruiting on behalf of Durham Lifting Ltd CIC who are looking for a hardworking, motivated and enthusiastic candidate to join their team. During the course of this apprenticeship, you will be learning the role of a customer service practitioner while also gaining a qualification.

Wage

£14,526.20 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)

Training course

Customer service practitioner (level 2)

Hours

Monday - Thursday, 8:30am - 5pm and Friday, 8:30am - 4pm.

36 hours 30 minutes a week

Start date

Monday 7 July 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

Logging all incoming enquiries and ensuring accurate record-keeping.
Answering telephone calls, directing enquiries, and assisting with customer queries.
Taking telephone enquiries and identifying customer requirements with guidance.
Supporting the preparation and processing of quotations under supervision.
Updating and distributing the daily outstanding enquiry bulletin.
Attending enquiry review and sales performance meetings to gain industry insight.
Learning to use agreed price lists for quotations on standard services.
Assisting in tracking and following up on sales quotations.
Communicating important customer feedback to relevant teams.
Supporting contract review processes and assisting in order confirmations.
Liaising with operations and technical teams under direction to ensure client expectations are met.
Assisting in maintaining an organised filing system for enquiries and quotations.
Learning to input, maintain, and review data in the company CRM system.
Participating in daily sales team meetings to review tasks and priorities.
Greeting visitors, providing refreshments, and ensuring hospitality standards.
Organising company literature and promotional materials for distribution.
Assembling promotional packs and managing their distribution via post and email.
Researching potential clients, including their location, business type, and industry sector.
Supporting customer relationship management efforts under guidance.
Providing general administrative support to the sales and management teams as needed.

Where you'll work

BRITANNIA TEST HOUSE
ROMALDKIRK ROAD
MIDDLESBROUGH
TS2 1HB

Training

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

College or training organisation

MIDDLESBROUGH 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

Day release at Middlesbrough College
Customer Service Level 2

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 3)

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
Team working
Patience

About this company

At Durham Lifting, we pride ourselves on delivering industry-leading products and services that our clients can trust. With over 25 years of experience, we are a reliable provider of lifting solutions, servicing a wide range of sectors, including offshore wind, construction, manufacturing, and rail. Our commitment to safety, innovation, and reliability is central to everything we do, and we ensure that these values are reflected in every solution we deliver.

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

Company benefits

Paid holidays & bank holidays, pension scheme.

After this apprenticeship

Depending on the circumstances of the business, upon completion of the apprenticeship programme, there could be a potential position of employment available.

Ask a question

The contact for this apprenticeship is: