Customer Onboarding Apprentice

ITD Global

Manchester (OL10 2SX)

Closes in 27 days (Friday 19 December 2025)

Posted on 21 November 2025

Print

Contents

Summary

You will play a key role in welcoming and activating new customers. You’ll lead online onboarding sessions, deliver training, troubleshoot issues, and ensure a smooth start for every client. This role is vital to supporting our continued business growth and maintaining excellent customer experiences.

Wage

£14,918.80 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 to Friday, 9.00am - 5.00pm.

38 hours a week

Start date

Monday 5 January 2026

Duration

1 year 4 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

  • Lead and support customer onboarding processes from start to finish
  • Set up customer accounts and configure systems accurately
  • Schedule and deliver Teams training sessions with up to 15 participants
  • Troubleshoot issues such as label misprints and printing errors
  • Provide day-to-day support, resolving incidents and fulfilling service requests
  • Communicate effectively with internal departments, suppliers, and customers
  • Manage general office administrative tasks, emails, and telephone correspondence
  • Ensure client queries are resolved promptly and satisfaction remains high
  • Support new employee setup (desk, email, access, etc.)
  • Participate in team learning and assist with ad hoc projects as required
  • Other ad hoc tasks reasonably associated with the role
  • Engage in informal education/training from other team members to gain additional skills

Where you'll work

Unit A
Birch Business Park
Heywood
Manchester
OL10 2SX

Training

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

Training provider

BURY COLLEGE

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
  • This qualification requires College attendance once per month

Requirements

Essential qualifications

GCSE in:

GCSE English and Maths (grade 4/C or above)

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
  • Administrative skills
  • Number skills
  • Analytical skills
  • Logical
  • Team working
  • Initiative
  • Non judgemental

About this employer

ITD Global are a leading global multi-modal freight forwarder & parcel distribution company, with its head office based in Heywood, Manchester. At ITD Global, we help to keep businesses all around the world, big and small, operating. We’re one of the UK’s fastest-growing logistics and freight forwarding companies with offices in China, USA, Netherlands & UK (HQ).

Company benefits

• Canteen • Company events • Company pension • Free parking • On-site parking • 25 days holiday + bank holidays + birthday • Private medical insurance • Life assurance

After this apprenticeship

  • We are offering the right person a long-term career and a permanent position within the company upon successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

BURY COLLEGE

The reference code for this apprenticeship is VAC2000001768.

Apply now

Closes in 27 days (Friday 19 December 2025)

Sign in with your GOV.UK One Login to apply.

After signing in, you’ll apply for this apprenticeship on the company's website.