Customer Service Apprentice

HOST & STAY LIMITED

Saltburn-By-The-Sea (TS12 2LL)

Closes in 20 days (Wednesday 13 August 2025 at 11:59pm)

Posted on 23 July 2025

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Summary

As a Guest Relations Executive you will work within a supportive team environment and handle all customer queries so you can support them, whatever their reason for contacting us may be. You will have the desire, drive and commitment to exceed our customers' expectations and deliver an exceptional customer experience.

Wage

£14,722.50 a year

Check minimum wage rates (opens in new tab)

£14,722.50 - £23,809.50 Depending on Age

Training course
Customer service practitioner (level 2)
Hours
37.5 hpw, working 5 over 7 days with a variety of shifts across the week. Covering 9.00am - 10.00pm.

37 hours 30 minutes a week

Start date

Monday 25 August 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

  • Deliver a fantastic customer experience in line with our values.
  • Assist customers in making bookings or answering questions about their upcoming breaks.
  • Provide support for customers whilst they are on holiday and when in need of assistance.
  • Respond to customer reviews and put corrective measures in place.
  • Investigate and solve customer issues in a responsive, sensitive, calm and professional manner using a range of communication channels, phone, email, live chat & social media.
  • Negotiate with guests and owners on how to resolve issues.
  • Update systems to maintain accurate records.
  • Work collaboratively with other departments such as reservations, property management and managed services to resolve and investigate complaints.
  • Take ownership of any problems and understand what a customer truly needs, then get to a resolution as quickly as possible, nothing should be too much trouble.
  • Confidentiality deal with owner enquiries including invoicing, finances, performance and maintenance and compliance requirements without the need to escalate.

Where you'll work

Unit 3-4 Birdwells Court
Skelton Industrial Estate
Skelton-In-Cleveland
Saltburn-By-The-Sea
TS12 2LL

Training

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

Training provider

ZENITH PEOPLE LIMITED

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.

Training schedule

Your apprenticeship training will be a fully work-based learning programme across 12-months. Upon completion of your apprenticeship, you will achieve a Level 2 qualification as a Customer Service Practitioner.

Requirements

Essential 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

  • Administrative skills
  • Analytical skills
  • Attention to detail
  • Communication skills
  • Customer care skills
  • IT skills
  • Logical
  • Organisation skills
  • Problem solving skills
  • Team working

Other requirements

Health Cash Plan, Employee Assist Programme, Cycle to work scheme, Electric salary sacrifice scheme, Employee Discount, Company Events.

About this employer

Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1,100 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry. Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We're on a mission to make the UK one of the most popular, guest centric holiday destinations in the world ? but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.

After this apprenticeship

  • There will be the possibility of full-time, permanent employment following completion

Ask a question

The contact for this apprenticeship is:

ZENITH PEOPLE LIMITED

Ian Wilkinson

ianwilkinson@zenithtraining.org.uk

01919171097

The reference code for this apprenticeship is VAC1000333496.

Apply now

Closes in 20 days (Wednesday 13 August 2025 at 11:59pm)

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