Customer Service / Administrator Apprentice
GENESIS EMPLOYMENT SERVICES LTD
COVENTRY (CV1 5RF)
Closes in 20 days (Thursday 30 April 2026 at 11:59pm)
Posted on 10 April 2026
Contents
Summary
Kickstart your career in a fast-paced office environment. Learn key admin and customer service skills, gain recognised qualifications, and grow with a supportive team from day one.
- Wage
-
£15,600 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)
May get a yearly bonus on company performance
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday to Friday 8.30am - 5.00pm with a 30 minute lunch break
37 hours 30 minutes a week
- Start date
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Tuesday 5 May 2026
- Duration
-
1 year 5 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
As a Customer Service & Administration Apprentice, you’ll support the day-to-day running of the office while learning valuable business skills.
Your duties will include:
- Speaking with customers over the phone and by email
- Booking appointments and updating schedules
- Processing paperwork and updating company systems
- Supporting the team with general office administration
- Assisting with daily briefings and helping ensure the day run smoothly
- Providing excellent customer service and building good relationships with clients
- You’ll be working closely with an experienced team who will support your learning and development while you gain real hands-on experience in a busy and professional environment
Where you'll work
8 HAY LANE
COVENTRY
CV1 5RF
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
MBKB LTD
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
- You gather and analyse data and customer information that influences change and improvements in service
- Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point
Business Knowledge and Understanding:
- Understand what continuous improvement means in a service environment and how your recommendations for change impact your organisation
- Understand the impact your service provision has on the wider organisation and the value it adds
- Understand your organisation’s current business strategy in relation to customers and make recommendations for its future
Customer Journey Knowledge:
- Understand and critically evaluate your customers’ possible journeys, including challenges and the end-to-end experience
- Understand why customer issues and complex situations sometimes require referral or escalation to specialist attention
- Understand the underpinning business processes that support you in bringing about the best outcome for customers and your organisation
Customer Insight:
- Know your internal and external customers and how their behaviour may require different approaches from you. Understand how to analyse, use and present a range of information to provide customer insight
- Understand what drives loyalty, retention and satisfaction and how they impact on your organisation. Understand different customer types and the role of emotions in bringing about a successful outcome
Culture and Environment Awareness:
- Keep current, knowledge and understanding of regulatory considerations, drivers and impacts in relation to how you deliver for customers
- Understand your business environment and culture and the position of customer service within it. Business focused service delivery
- Providing a positive customer experience
Business-focused Service Delivery:
- Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisations needs as well as the customer requirements
Providing a Positive Customer Experience:
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next step
Customer Insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service improvement:
- Supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Requirements
Essential qualifications
GCSE in:
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
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
- Physical fitness
About this employer
About us
I am privileged to be the leader of the Genesis Employment Services Team.
We work hard, play hard and have a friendly office atmosphere that many Candidates say they so rarely see with other UK employment agencies, proving that Genesis is not only a great company to be associated with, but a great place to work!
(You can find out a little more about some of the Genesis Team by reviewing our Company Profile/Brochure found on this website)
Why did I choose the name Genesis for my company name? Having spent over 30 years in the recruitment industry I thought it was time for change - a 'new beginning' in the way that recruitment agencies in the UK treated their employees and the service they provided to their clients.
We measure our success by the number of long-term and repeat clients who use us to fulfil their labour needs, the temporary workers who rely upon us to ensure they're being placed in a job that they'll love and the permanent placements we fill for old and new clients, at all levels in their organisation.
We are delighted to have been accepted as members of the REC and The ALP. We hold a Government GLA Gangmaster License proving that we adhere to all current Legislation and Code of Good Practice, ensuring that jobseekers and employers alike are treated equally and fairly, thus enjoying the highest service standards.
Please contact us if you're looking for staff, looking for your next move or even looking to join our team!
After this apprenticeship
- Customer Service position
Ask a question
The contact for this apprenticeship is:
MBKB LTD
Nicki Bevan
recruit@mbkbgroup.com
The reference code for this apprenticeship is VAC2000025695.
Apply now
Closes in 20 days (Thursday 30 April 2026 at 11:59pm)