Customer Success Advisor Apprentice
ECatering
Seaham (SR7 9DR)
Closes in 14 days (Monday 11 May 2026 at 11:59pm)
Posted on 27 April 2026
Contents
Summary
As a Customer Success Advisor, you will guide customers through every stage of their journey, from pre-order questions to post-delivery support, ensuring clear communication, fair outcomes, and a consistently professional experience.
- Wage
-
£16,640 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday - Friday, between 8.00am - 4.30pm
40 hours a week
- Start date
-
Monday 18 May 2026
- Duration
-
1 year
- Positions available
-
3
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
At RG Distributors, ECatering is all about keeping UK catering and hospitality running smoothly. Our mission is to make sure our customers can focus on their guests while we handle the rest - equipment, support, and service they can rely on.
As a Customer Success Advisor, you are a key part of that mission. You guide customers through every stage of their journey, from pre-order questions to post-delivery, support - ensuring clear communication, fair outcomes, and a consistently professional experience.
This role is about more than handling enquiries; it’s about owning the customer experience, preventing issues before they happen, and building trust in the ECatering brand.
Key Responsibilities:
Customer Communication & Case Ownership:
- Be the main contact for customers via phone, email, and ticketing systems
- Own assigned cases from start to resolution, keeping customers fully informed
- Communicate clearly, professionally, and empathetically
- Record all updates and outcomes accurately in the relevant systems
Delivery & Damage Claims:
- Monitor deliveries, manage updates, shortages, and courier issues
- Assess and resolve delivery damage claims in line with policy and courier agreements
- Set realistic expectations for customers and keep them informed
Returns Handling:
- Handle returns for suitability, faulty, or quality-related reasons
- Ensure return decisions align with policy and communicate them professionally
- Track returns internally to minimise delays and maintain clear records
Warranty & Contract Guidance:
- Provide clear, accurate information on warranty coverage and next steps
- Ensure outcomes align with contractual obligations
- Escalate cases outside standard policy appropriately
- Offer extended warranties where suitable and compliant
Product, Availability & Finance Support (Non-Technical) - Advise on product specifications, availability, and alternatives
- Support finance enquiries, including lease-to-hire and pay-later options
- Prepare and issue accurate proforma invoices
Post-Purchase Support & Customer Retention:
- Support installation, setup, and general product queries
- Manage recycle requests and abandoned basket follow-ups
- Identify opportunities to prevent complaints and negative reviews
Internal Collaboration & Process Adherence:
- Work closely with warehouse, logistics, sales, and returns teams
- Follow all internal processes accurately and consistently
- Escalate issues when necessary and share insights for continuous improvement
Where you'll work
Unit 7, Jade Business Park
Spring Road, Murton
Seaham
SR7 9DR
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
EAST DURHAM 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
- The successful candidate will complete Level 2 Customer Service Practitioner Apprenticeship Standard
- This will be delivered in the workplace, with a tutor visiting once a month
- The only times you would be required to attend college would be for induction, and if you have any Maths and English functional skills to complete
- Maths and English classes would be weekly until the exams are passed
- If you hold either GCSE grade 4 or above, or a level 2 in maths and English, you will not be required to do these again
Requirements
Essential qualifications
GCSE in:
- English (grade 4/C or above)
- 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
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
About this employer
ECatering is one of the UK’s leading suppliers of commercial catering equipment, providing businesses with high-quality products at competitive prices. We’re a fast-growing, customer-focused business that thrives on efficiency, smart use of data, and innovation.
After this apprenticeship
- Upon completion of the apprenticeship there is the possibility of permanent employment and going on to complete further qualifications for the right person
Ask a question
The contact for this apprenticeship is:
EAST DURHAM COLLEGE
Emma Norbury
emma.norbury@eastdurham.ac.uk
The reference code for this apprenticeship is VAC2000028575.
Apply now
Closes in 14 days (Monday 11 May 2026 at 11:59pm)