Customer service Apprentice

FIRST HOME IMPROVEMENTS (ENGLAND) LIMITED

Norwich (NR6 6BB)

Closes in 28 days (Saturday 30 August 2025 at 11:59pm)

Posted on 1 August 2025

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Summary

An exciting opportunity to join a growing innovative business based in Norwich which provides bespoke windows and conservatories throughout the UK.

Wage

£16,000 a year

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm (1-hour flexi)

36 hours 30 minutes a week

Start date

Monday 1 September 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

  • This post effectively handles and manages incoming calls from our existing and future customers
  • Updating customer information onto the business database and documenting all call information according to standard operating procedures
  • This post requires working in a fast-paced environment, managing several tasks at once, keeping all parties informed (both in email and by telephone) and will work closely with our own internal staff, customers & suppliers

Where you'll work

Delft Way
Norwich
NR6 6BB

Training

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

Training provider

POULTEC TRAINING 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

Customer service Practitioner Level 2 Apprenticeship Standard

Requirements

Essential qualifications

GCSE in:

  • English (grade 4)
  • Math's (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
  • Presentation skills
  • Logical
  • Team working
  • Initiative

About this employer

First Home Improvements (England) Ltd traces its roots to the early 1970’s, when its original owners Debbage & Tubby started to develop the company’s existing manufacturing site in Lenwade, Norfolk. We offer exclusive and innovative products that are made to the highest possible standards using traditional hand crafted methods. “We are big enough to cope and small enough to care”. All of our uPVC units are sourced from quality assured suppliers. First employs more than 500 industry professionals in various roles ranging from salesmen, designers and specialist craftsmen through to skilled installation teams. All of our products come with a 10 year Warranty. We specialise in Conservatories, Windows, Doors and Rooflines for residential installations (PVCu) and have established a reputation for the enduring quality of our products and outstanding customer care. Quality is never an accident it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives. We all have our own ideas of the perfect home and a place to live that has individuality. At First Home Improvements we can help you achieve that perfection and turn your dream into a reality with the unique range of products we have to offer. Whether it is replacement Windows, Doors, Conservatory, Roofline or Garage Door, it is vital to select the right company.

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

Company benefits

• 33 days paid annual holiday (including Bank Holidays) • Christmas - New Year close down • Company Pension Scheme • Discounts on company products • Free on-site car parking • Regular Staff Social, Charity & Sports Events

After this apprenticeship

  • We take continuous professional development seriously and we are committed to ensure each individual performs at their best and develops their potential for future roles
  • A successful candidate can expect potential future employment upon completion of this apprenticeship

Ask a question

The contact for this apprenticeship is:

POULTEC TRAINING LIMITED

The reference code for this apprenticeship is VAC1000335172.

Apply now

Closes in 28 days (Saturday 30 August 2025 at 11:59pm)

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