Care Agency Customer Support Apprentice

Summary

Join our friendly home care team as a Customer Service Apprentice! You’ll support clients and care staff by managing calls, scheduling visits, and providing compassionate, professional service. This is a great opportunity to start your career in health and social care while gaining a nationally recognised 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

Hours to be discussed at interview.

37 hours a week

Start date

Monday 14 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

Main Duties & Responsibilities

Answering phone calls and responding to emails from clients, family members, and care staff
Booking and updating care appointments, using scheduling software or spreadsheets
Communicating with carers to confirm shifts, relay updates, or pass on service user information
Handling enquiries and concerns in a professional and empathetic manner
Maintaining accurate client records and ensuring confidential data is up to date
Welcoming visitors or callers to the office and providing helpful support
Supporting the care coordination team with admin tasks like typing care plans or updating rotas
Monitoring service user feedback and helping to resolve minor issues where appropriate
Learning about safeguarding, confidentiality, and professional standards in care
Working closely with supervisors and mentors to develop skills and complete coursework

Where you'll work

Waterloo Road
Smethwick
B66 4JS

Training

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

College or training organisation

SANDWELL 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

As part of the apprenticeship, you’ll receive structured training through a recognised training provider while gaining hands-on experience in the workplace
You’ll typically spend 20% of your time on off-the-job training, which may include online learning, workshops, or study sessions with your tutor
You’ll work towards the Level 2 Customer Service Practitioner qualification, covering topics such as communication, handling enquiries, managing information, and customer satisfaction
You’ll be supported by your workplace mentor and training provider throughout the programme, with regular reviews to track your progress and help you succeed

More training information

You will not need to attend college campuses to complete this apprenticeship

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 2)

Other in:

Maths and English (grade Entry 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
Customer care skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

About this company

A Domiciliary Care Service Desired Care 4 U is a registered domiciliary care agency that provides additional support to customers with their day-to-day life. We are here to help customers with daily tasks such as personal care, preparing meals, medication support and other activities that allow them to maintain their independence and quality of life. Our experienced caregivers strive to deliver social care to customers in the comfort of their own homes while maintaining their privacy at all times. Being an inclusive agency, we cater to individuals from a variety of racial and cultural backgrounds. Our support services include Learning Disabilities, Physical Impairments and Sensory impairments, older adults, Mental Health, complex needs, Autism and children from the Leaving Care team. We also help with Social, Physical, Domestic and Personal Care. Desired Care 4 U also encourages and facilitates customers to engage with their communities by providing companionship and assistance for outings and social activities. By promoting social interaction and involvement, customers can experience a sense of belonging, leading to a more enriching and fulfilling quality of life.

https://www.desiredcare4u.co.uk/about-us/ (opens in new tab)

After this apprenticeship

To progress within the business to a full-time position or to a higher level apprenticeship

Ask a question

The contact for this apprenticeship is:

SANDWELL COLLEGE

Gemma Taylor

apprentice@sandwell.ac.uk

0121 667 5018

The reference code for this apprenticeship is VAC1000327347.

Apply now

Closes in 12 days (Monday 7 July 2025 at 11:59pm)

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.

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