Customer Service Apprentice

Curo Group

Somerset (BA2 1EP)

Closes on Friday 10 April 2026

Posted on 2 March 2026

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Summary

This apprenticeship offers hands-on experience in customer service within a housing organisation, alongside structured learning and mentoring. You’ll build communication, problem-solving and digital skills, with opportunities to grow your career and make a real difference to customers’ lives.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course
Customer service practitioner (level 2)
Hours
You'll begin with 4 weeks of training (09:00-16:30), then move to regular hours (08:30-17:00) before transitioning to our shift pattern. This includes rotations between 08:00- 16:30, 08:30-17:00, 09:30-18:00, and one day per week 11:30-20:00.

37 hours a week

Start date

Monday 8 June 2026

Duration

1 year

Positions available

2

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

Duties will include:

  • Answering inbound calls, WhatsApp messages, texts, emails, and social media enquiries
  • Handling and resolving customer queries at the first point of contact wherever possible
  • Using multiple systems simultaneously to find information and update records
  • Managing challenging situations with empathy and professionalism
  • Providing advice and guidance on a wide range of housing-related matters
  • Directing complex queries to the appropriate teams when necessary
  • Working in a fast-paced environment where no two days truly are not the same

Applicants should have:

  • Strong communication skills - both verbal and written
  • Ability to multitask and manage your time effectively
  • Resilience and patience when dealing with challenging situations
  • Computer literacy and ability to learn and use multiple new systems quickly
  • Ability to remain calm under pressure

Where you'll work

The Maltings
River Place
Bath
Somerset
BA2 1EP

Training

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

Training provider

BATH 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.

The apprenticeship training will take place one day per week, online lessons and remote learning.

Requirements

Essential qualifications

GCSE in:

  • English (grade 1/G or equivalent)
  • Maths (grade 1/G or equivalent)

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
  • Logical
  • Team working
  • Initiative
  • Non judgemental
  • Patience

About this employer

At Curo, we take pride in being the first point of contact for our residents and the wider community. Our Customer Service Advisors are the voice of Curo – and we need people who care about making every interaction count.

This dynamic role puts you at the heart of our organisation. Working as part of our supportive contact centre team, you'll handle a diverse range of enquiries across multiple channels, helping resolve issues and making a real difference to people's lives every day.

You'll connect with our residents, contractors, and sometimes the wider public, providing solutions and support when they need it most. Many of our customers contact us during challenging times in their lives, so your empathy and understanding will be crucial in helping them navigate their housing needs.

 

https://www.curo-group.co.uk/ (opens in new tab)

After this apprenticeship

If successful, the apprenticeship could be offered a full-time position within the customer contact team or another area within the business.

Ask a question

The contact for this apprenticeship is:

BATH COLLEGE

Laura Joy

laura.joy@bathcollege.ac.uk

01225328752

The reference code for this apprenticeship is VAC2000018470.

Apply now

Closes on Friday 10 April 2026