Retail Customer Service Level 3 Apprenticeship
Cathay Investments Ltd
Croydon (CR0 2ZD)
Closes on Monday 20 October 2025
Posted on 22 August 2025
Contents
Summary
We're looking for a Retail Customer Service Apprentice. You'll learn all about providing excellent customer service in a retail environment, from assisting customers with queries and purchases to maintaining a tidy and welcoming store. We're a friendly team and have already supported several apprentices.
- Wage
-
£14,918.80 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service specialist (level 3)
- Hours
-
Tuesday to Saturday, 9am to 5.30pm, with an hour unpaid break for lunch. We're fully office based in Croydon.
37 hours 30 minutes a week
- Start date
-
Tuesday 4 November 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
- Greet customers, assisting with product enquiries
- Process sales transactions accurately
- Handle various payment methods securely
- Professionally manage returns, exchanges, and complaints.
- Resolve concerns or complaints efficiently and courteously, whether in person or via telephone
- Promote offers and build customer relationship to encourage repeat in business.
- Restock and label products, or and when required telesales role
Where you'll work
Alhambra House
9 St. Michaels Road
Croydon
CR0 2ZD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
CROYDON COLLEGE
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
Training schedule
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying. You'll be working towards a Level 3 Customer Service Specialist apprenticeship standard, including Functional Skills in English and maths if required.
Requirements
Desirable qualifications
GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Number skills
- Team working
- Non judgemental
- Patience
- Customer service skills
About this employer
We are the head office for an international group of companies. We manage the central services including all payroll for the UK part of the group. We're a friendly bunch, based full time in the office, with plenty of scope for an apprentice to get involved in a wide range of business matters supported by an experienced team.
After this apprenticeship
There is the possibility for the right candidate to convert to a full-time position in the retail team
Ask a question
The contact for this apprenticeship is:
Cathay Investments Ltd
Destiny Ibukun
02087225951
The reference code for this apprenticeship is VAC1000332614.
Apply now
Closes on Monday 20 October 2025
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