Customer Service Apprentice

Fulwell Post Office

SUNDERLAND (SR6 9BX)

Closes in 26 days (Tuesday 30 September 2025 at 11:59pm)

Posted on 3 September 2025

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Summary

This is an exciting opportunity to join the team at Fulwell Post Office as a Customer Service Apprentice. You will work behind the counters and help the customers who come in the store. This is a great opportunity for the successful candidate to gain valuable experience, to learn on the job, and have the opportunity to progress onto level 3.

Wage

£12,366.90 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
Monday, 12.00pm - 5.00pm. Tuesday - Thursday: 9.00am - 5.00pm. Saturday, 9.00am - 1.00pm. Then occasional Fridays too (9.00am - 5.00pm).

31 hours 30 minutes a week

Start date

Wednesday 1 October 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

  • Provide excellent customer service by assisting with postal services, banking transactions, bill payments, and retail enquiries.
  • Accurately process letters, parcels, and special delivery items while advising customers on postage options and costs.
  • Handle cash, card, and electronic transactions securely, balancing the till at the end of each shift.
  • Maintain up-to-date knowledge of Post Office products and services to support customers effectively.
  • Ensure the counter area is tidy, organised, and fully stocked with forms and supplies.
  • Follow security procedures and compliance regulations to protect both customers and branch operations.

Where you'll work

48 SEA ROAD
SUNDERLAND
SR6 9BX

Training

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

Training provider

DERBY BUSINESS COLLEGE 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

  • In addition to gaining practical experience in the role, you will also attain an NVQ Level 2 Customer Service qualification which will help start your career and give you an insight into the business' processes and procedures
  • Our training is all completed remotely via Teams with a development coach, who will be available for support
  • You receive 20% off-the-job training during this apprenticeship, which is included in your weekly working hours

More training information

DBC Training are a multi-award-winning employment and skills training provider.

We offer high-quality employer solutions to improve productivity and learner solutions to support individuals to fulfil their potential
https://dbc-training.co.uk/

Requirements

Essential qualifications

GCSE in:

English and maths (grade 3)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • Attention to detail
  • Organisation skills
  • Number skills
  • Team working
  • Initiative
  • Outgoing and chatty

About this employer

Fulwell Post Office, located on Sea Road in Sunderland, is a busy and well-established local branch offering a wide range of everyday services. From sending letters and parcels to handling banking, bill payments, travel money, and official documents such as passports and vehicle tax, it provides a convenient hub for the community. With friendly service and an easily accessible location in the heart of Fulwell’s shopping area, it remains a trusted point of support for residents’ postal and financial needs.

After this apprenticeship

Progression onto Level 3 Customer Service, and a full time role within the business.

Ask a question

The contact for this apprenticeship is:

DERBY BUSINESS COLLEGE LIMITED

Heather Duffield

heather@dbc-training.co.uk

07375919487

The reference code for this apprenticeship is VAC1000340299.

Apply now

Closes in 26 days (Tuesday 30 September 2025 at 11:59pm)

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