Customer Service Apprentice

HEREFORD GAS SERVICES LTD

HEREFORD (HR4 9SP)

Closes on Thursday 30 July 2026

Posted on 17 April 2026

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Summary

  • Answer the phone and emails
  • Book appointments
  • Engage with customers in the showroom
  • Liaise with the engineers

Wage

£12,480 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
30hrs per week, including Saturday mornings during the busy winter period. Days and hours to be discussed.

30 hours a week

Start date

Monday 7 September 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

  • Complete engineer job sheets daily
  • Answer the phone
  • Book appointments
  • Using a database
  • Taking payments
  • Engage with customers in the showroom
  • Liaise with the engineers

Where you'll work

UNIT 4
MORTIMER TRADING CENTRE
MORTIMER ROAD
HEREFORD
HR4 9SP

Training

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

Training provider

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION 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

Formal training is delivered at HWGTA, located Holmer Road, Hereford HR4 9SX.

You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.

Additional training for functional skills in English and Maths will be undertaken if needed.

You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Customer Service qualification.

More training information

There is also a five-day teambuilding residential trip that is held in the spring of each year offered to all apprentices on programme.

Requirements

Essential qualifications

GCSE in:

English (grade A*-C/ 4-9)

Desirable qualifications

GCSE in:

Maths (grade A*-C/ 4-9)

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
  • Logical
  • Team working
  • Initiative
  • Reliable
  • Motivated

About this employer

WE ARE AN SMALL, ESTABLISHED LOCAL BUSINESS, TRADING FOR 30 YEARS.

WE SPECIALISE IN GAS BOILER AND FIRE INSTALLATIONS, SERVICING AND BREAKDOWNS - BOTH DOMESTIC AND COMMERCIAL.

OIL BOILER INSTALLATION AND SERVICING

WE HAVE A SHOWROOM WHICH IS OPEN TO THE PUBLIC WITH A GOOD RANGE OF GAS AND ELECTRIC FIRES AND FIREPLACES.

https://www.herefordgasservices.co.uk/ (opens in new tab)

After this apprenticeship

The Apprentice will develop their customer relationship skills, problem solving skills, and will learn to thrive under pressure during the busy winter periods. This will give them valuable and desirable skills for future employers.

Ask a question

The contact for this apprenticeship is:

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED

Lisa Wilkinson

lisa.wilkinson@hwgta.org

01432377002

The reference code for this apprenticeship is VAC2000026841.

Apply now

Closes on Thursday 30 July 2026