Customer Service Apprentice

Summary

Within this role, you will be ensuring effective support is provided by the IT team as well as quality standards are met and maintained within the business.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 9.00am - 5.00pm

37 hours a week

Start date

Monday 23 June 2025

Duration

1 year 6 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

You will be communicating with branch and department managers to further solidify the relationship between them and IT.

To help the department grow, you will be helping to report on SLA's/KPI's within the department.

Responsibilities:

It will be your responsibility to assign tasks to the team and ensure these tasks are being completed promptly by the team and to a sufficient standard
To ensure Helpdesk tickets are titled correctly and assets assigned
Good communication skills as you will be communicating via phone/email/in person with other departments and service users
Maintain and build good relationships with different departments across the business
Being involved in projects and making sure they run efficiently
Once Ivanti is in place, you will be reporting on the teams SLAs and KPIs to help improve the service
When needed, respond to Service Satisfaction surveys to find any improvements that could be made as a department
Ensure tickets are being updated in a timely manner by the team

Where you'll work

Shelah Road
Halesowen
West Midlands
B63 3XL

Training

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

College or training organisation

HALESOWEN 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

Customer Service Practitioner Level 2 Apprenticeship Standard:

The succesful apprentice will be expected to attend an online lesson once a month
In addiiton, they will be allocated with an assessor who will visit them within the workplace once every 6-8 weeks

Requirements

Essential qualifications

GCSE in:

English (grade D/3)
Maths (grade D/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
Problem solving skills
Presentation skills
Administrative skills
Team working

About this company

Our purpose is to enable our customers to maintain operations, improve operational efficiencies, reduce total cost of ownership, environmental impact, and improve the safety of personnel.

After this apprenticeship

There is potentially a permanent position available for the succesful apprentice, on completion of their apprenticeship

Ask a question

The contact for this apprenticeship is:

HALESOWEN COLLEGE

Deborah Maley

dmaley@halesowen.ac.uk

01216027777

The reference code for this apprenticeship is VAC1000323984.

Apply now

Closes in 13 days (Friday 20 June 2025 at 11:59pm)

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