Customer Service Practitioner Apprenticeship

Summary

Reporting to the Manager, the role of a Guest Host is to assist with the delivery of sales and reservations targets of Accommodation and packages, whilst supporting with the overall guest journey. You will gain a Level 2 Customer Service practitioner qualification.

Wage

£12,563.20 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)

£7.55 per hour & then increase every 3 months. £12,500 - £14,000 per annum

Training course

Customer service practitioner (level 2)

Hours

32 hours per week, Monday to Friday. Shifts to be confirmed.

32 hours a week

Start date

Monday 21 July 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

Outbound Sales
Answering telephone and e-mail enquiries for potential guests and converting sales
Ensuring Hostaway inboxes and emails are monitored during your shift and responded to appropriately within target timeframes
Looking for opportunities to convert OTA bookings to direct business
Upselling EPIC Extras and appropriate packages to our pre arrival guests
Being aware of Sales Targets and Budgets, reaching the targets required
Managing your own pipeline and being pro-active in chasing up leads
Looking out for any opportunities to increase revenue and suggesting ideas at team meetings
Admin
Answering telephone and e-mail enquiries and providing quotes for potential guests
Processing bookings and payments, using our booking system and OTA extranets
Processing no-shows, checking all charges have been applied and completing a no-show tracker
Processing any cancellations, making any relevant charges
Chasing any unguaranteed bookings within 24 hours
Daily checks on any reservations made the previous day
Daily checks on any future reservations – 3 days prior to check in
Completing pre-arrival calls and emails, ensuring all guest profile is complete

Where you'll work

67 59 DUKE STREET
LIVERPOOL
L1 5AA

Training

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

College or training organisation

ACCESS FURTHER EDUCATION LIMITED

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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

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
Administrative skills
Team working
Initiative
Patience

About this company

Liverpool is an incredible city buzzing with so much life, heart, and culture. Choosing to stay here for an event, trip, or getaway is a great choice, but to truly enjoy everything the city has to offer, your accommodation should be just as exceptional. With Epic Apartments , you’ll experience the best of Liverpool. All our apartments are based in the heart of the city centre. Fancy staying within walking distance of iconic attractions like the Albert Dock, Liverpool One, and all the class nightlife? Sorted. Then, once you’re done seeing the sights, you can return to your clean, luxurious apartment equipped with everything you need for your perfect stay in with Epic. Relax, unwind, and enjoy a home away from home. With over 1,500 five-star reviews, you can trust Epic to make your visit to Liverpool one to remember.

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

After this apprenticeship

Progression to other opportunities in the future.

Ask a question

The contact for this apprenticeship is:

ACCESS FURTHER EDUCATION LIMITED

The reference code for this apprenticeship is VAC1000328682.

Apply now

Closes in 17 days (Friday 18 July 2025)

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

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