Customer Service Apprenticeship

Summary

We Contract is a contracting payroll company based in Chester that has grown consistently over the past ten years. We provide a fresh approach to Commercial Contracting. Our fresh approach means we give the highest regard to our customer care ensuring all of our contractors are paid on time, every time.

Wage

£25,500 a year

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Training course

Customer service specialist (level 3)

Hours

30-hours, flexible working. Monday - Friday.

30 hours a week

Start date

Friday 1 August 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

First point of contact for incoming calls
Bringing on new contractors and completing full registration process
Discussing solutions
Compliance checking candidates
Outbound/Inbound B2C calls, not cold calls
Developing and maintaining relationships with candidates
Expense processing
Assisting Payroll
Completing the first stages of tax returns
Resolving any issues that may arise
First call resolution

Requirements:

Good customer service skills
Likeable personality
Professional phone manner
Good organisation skills
Proactive approach
Learning mindset

Where you'll work

We Contract
Watergate Building
New Crane Street
Chester
CH1 4JE

Training

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

College or training organisation

TOTAL PEOPLE LIMITED

Your training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Training period: Typically 18 months, End Point Assessment (EPA) lasting 3 months.

Learning methods: monthly online group workshops, monthly one-to-one tutorials, and assignments to prepare for the EPA. Recorded webinar sessions.

Key topics covered: Customer service strategy, leadership styles, continuous improvement techniques, customer journey knowledge, and handling complex customer issues.

Assessment process: The EPA consists of a workplace observation, a project presentation, and a portfolio-based interview.

Requirements

Desirable qualifications

GCSE 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

Administrative skills
Communication skills
Customer care skills
Non judgemental
Organisation skills
Patience
Problem solving skills
Team working

Other requirements

Transport links

About this company

We Contract has been leading the way in the contractor market as a compliant payroll solution since its incorporation in August 2013. With over ten years of industry experience, we are determined to tick all the right boxes.

Company benefits

Competitive salary starting at £25,500 per annum, with annual review 26 days holiday plus bank holidays, Company bonus scheme, Department incentives, enrolled into the company health plan, access to apprenticeship schemes for personal development, company socials including an annual trip to Chester races, parking on site, casual dress.

After this apprenticeship

Further progression may well be available in other areas within our sector, upon successful completion of the apprenticeship.

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