Customer Service Practitioner Apprentice

ESSEX LAW LIMITED

CLACTON ON SEA (CO15 4XD)

Closes in 12 days (Friday 4 July 2025)

Posted on 20 June 2025

Print

Contents

Summary

A Customer Service Practitioner at Essex Law Limited will be handling customer interaction for the company. Their top duties will include responding to phone calls and email requests from customers and Clients, monitoring correspondence, and maintaining our databases and records.

Wage

£13,741 to £22,222.20, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 9.00am - 5.00pm, with a one hour lunch break.

35 hours 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

The apprentices’ main responsibilities will be allocated to them on a daily basis.

Includes:

  • Responsibility for daily reports - a daily report is run which diarises which matters are due for attention on that specific date. From this report, the apprentice will deal with each matter in turn, discussing the next step in the process, preparing the relevant correspondence/response and updating the Delta system; or, if necessary, escalating the case to the appropriate team
  • Dealing with phone calls both with clients and customers
  • Dealing with emails both with clients and customers
  • Dealing with daily post, delegating to whichever member of staff needs to deal with the incoming correspondence
  • Updating our internal systems and databases
  • Receiving progress reports from Courts, which will need to be sent on to Clients urgently, and instructions given/received if necessary
  • Filing, where necessary

At Essex Law Limited we work well as a team and share workloads if needed, therefore your schedule could change from day-to-day dependant on the flow of incoming work, meaning you will get a good mix of an admin, legal and customer service workload.

Where you'll work

UNIT 1-2
DAVY ROAD
CLACTON ON SEA
CO15 4XD

Training

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

College or training organisation

COLCHESTER INSTITUTE

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

  • The apprentice will be working towards the Customer Service Level 2 Apprenticeship Standard
  • Delivered in the workplace via online training with Colchester Institute

Requirements

Essential qualifications

GCSE in:

maths and English (grade 9-5/A*-C)

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
  • Analytical skills
  • Logical
  • Team working
  • Patience

Other requirements

This role will involve spending long periods working on a computer.

About this company

Essex Law Limited is a specialist law firm in Clacton on Sea. We are a small inclusive team who are very friendly.

http://www.essexlawlimited.com (opens in new tab)

Company benefits

Minimum 20 days holiday plus Bank Holidays and Christmas Close Down period, long service holiday awards, pension, Dress Down Friday, Benenden Health and onsite parking.

Disability Confident

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

  • Progression to other qualifications within the firm

Ask a question

The contact for this apprenticeship is:

COLCHESTER INSTITUTE

Colchester Institute - Apprenticeship Team

ci.apprenticeships@colchester.ac.uk

01206 712043

The reference code for this apprenticeship is VAC1000327153.

Apply now

Closes in 12 days (Friday 4 July 2025)

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.

After signing in, you’ll apply for this apprenticeship on the company's website.