Level 2 Customer Service Apprenticeship

WM TWIGG (MATLOCK) LTD

MATLOCK (DE4 3AX)

Closes on Monday 31 August 2026

Posted on 26 May 2026

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Summary

This is an opportunity to work in a customer facing role in different departments in the Stores at Twiggs in Matlock. We hope this leads to a full time position at the end of the apprenticeship.

Wage

£16,640 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Ideally 8.00am - 5.00pm, Monday - Friday and one in every 3 Saturday mornings 8.00am - 12.00pm.

40 hours a week

Start date

Tuesday 1 September 2026

Duration

1 year

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

  • Working alongside colleagues on the Stores Trade Counter
  • Serving customers
  • Working in the stores
  • General duties within the stores and sales office
  • Dealing with customer enquiries and orders

Full on the job training will be provided by colleagues, learning about our products, our customers and our IT systems. Our customers span a number of industries - tradesmen (eg builders, plumbers, joiners, roofers), local government, quarries, factories, fabricators and farmers.

Where you'll work

26 BAKEWELL ROAD
MATLOCK
DE4 3AX

Training

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

Training provider

UNIVERSITY OF DERBY

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

Training will be provided, both within the workplace and through University of Derby Buxton (One day on campus in Buxton every 6 weeks).

Requirements

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

We are a family run steel stockholder and engineers' merchants established in Matlock, Derbyshire in 1905. This apprenticeship is for the Stores (the engineers merchants side of the business).

Company benefits

Uniform and safety boots provided.Generous staff discount scheme. Cycle to work scheme.

After this apprenticeship

Possible progression on to a permanent position at the end of the programme.

Ask a question

The contact for this apprenticeship is:

UNIVERSITY OF DERBY

feapprenticeships@derby.ac.uk

The reference code for this apprenticeship is VAC2000033449.

Apply now

Closes on Monday 31 August 2026

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