Apprentice Client Care/Complaints Administrator

PCS Legal

BASILDON (SS14 3JJ)

Closes in 7 days (Tuesday 4 November 2025 at 11:59pm)

Posted on 22 October 2025

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Summary

An exciting opportunity to learn on the job in our busy conveyancing office. You will be part of the Client Care/Complaints team ensuring client feedback is handled correctly and promptly along with investigations into complaints and file audits.

Wage

£14,526.20 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)

Benefits: Regular reviews, casual dress days, company events, discounted or free food, employee discounts, Health & wellbeing programme

Training course
Customer service practitioner (level 2)
Hours
Monday - Thursday, 9.00am - 5.30pm and Friday, 9.00am - 5.00pm.

37 hours a week

Start date

Monday 10 November 2025

Duration

1 year 3 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

Collecting information:

Recording details from customers who complain through various channels, such as phone, email, or in person. 

Documentation: 

Accurately documenting the complaint, including the nature of the problem, the customer's desired outcome, and any relevant dates. This includes both 1st and 2nd tier complaints.

Root cause analysis: 

Analysing the collected data to identify underlying issues and the root cause of recurring complaints. Assisting with monthly reporting for senior management on complaints statistics.

Trend identification: 

Recognising patterns in complaints to understand systemic problems within the business. 

Reporting: 

  • Summarising the findings for management and relevant departments to implement changes and improve service. 
  • Complaint preparation.
  • Ensuring core data gathering is done for each complaint to prepare the file for the investigation team.

Where you'll work

5 CAPRICORN CENTRE
CRANES FARM ROAD
BASILDON
SS14 3JJ

Training

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

Training provider

DAMAR 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

  • Level 2 Customer Service Apprenticeship Standard.
  • All training in our Basildon, Essex office.
  • Training will be provided daily during the working day.

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

About this employer

PCS Legal are an established firm of Licensed Conveyancers and Probate Practitioners regulated by the Council for Licensed Conveyancers. Our staff are dedicated and highly trained to deal with all aspects of conveyancing. As a progressive legal firm we are committed to ensuring all clients receive the highest possible standard of advice and service in relation to their house sale and purchase, remortgage transaction, Will advice, probate, estate planning or commercial transactions

http://www.pcslegal.co.uk (opens in new tab)

After this apprenticeship

  • We are able to offer progression into our Client Care Department or other areas of the practice that may be of interest.

Ask a question

The contact for this apprenticeship is:

PCS Legal

Miles Forsdike

miles.f@pcslegal.co.uk

The reference code for this apprenticeship is VAC1000347734.

Apply now

Closes in 7 days (Tuesday 4 November 2025 at 11:59pm)

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