Customer service apprenticeship

TRAC FUTURES

Norwich (NR10 5NT)

Closes on Saturday 31 October 2026

Posted on 23 September 2026

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Summary

Customer service Level 3 Apprenticeship. 

Full training given and progression towards employment within one of the UK's fastest growing brands.

Join a friendly business and grow your skills and start a career. 

• Wage:

  £15,496 to £24,619.27, depending on your age

  National Minimum Wage

  Minimum wage rates (opens in new tab)

  Wages will be decided on experience, age and length of placement.

• Training course: Customer service specialist (level 3)
• Hours: 8:30am - 5.00pm, Monday - Friday. 45 min lunch.

  37 hours 15 minutes a week

• Start date:

  Sunday 1 November 2026

• Duration:

  1 year 3 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

This is an opportunity for a motivated apprentice, with good communication skills and with the commitment to work towards a qualification that will open doors to a career in Customer service. Working in a family owned, friendly business, who, for the last 50 years have been involved in delivering top class, quality innovative products. The business has customers globally in healthcare, charities and also a domestic client base.

Role description:

• Working in a friendly team the apprentice's main roles will involve being the first point of contact for that customer base. 
• Making and receiving calls with customers and following up to maintain good customer relationships.
• Learning about new products and passing on information to customers.
• Processing orders.
• Using computer systems to update records of sales and customers.
• Dealing with complaints and warranty claims.
• Offering technical support about all products.

The ideal candidate :

• The ideal candidate for this role will have.
• Excellent verbal skills and ability to form and maintain good customer relations.
• A willingness to learn and to be able to work independently showing initiative and as part of the overall team.
• To be confident and have the ability to remain calm when under pressure.
• A positive attitude.
• A professional manner.
• The ability to solve problems.

A car and full driving license would also be preferable due to the rural location of the business with limited public transport. Alongside working within the team, the apprentice will work towards a level 3 qualification in Customer Service and receive formal off the job training from a well respected training provider by means of remote lessons.

Where you'll work

Pinewood Farm
Shortthorn Road, Stratton Strawless
Norwich
NR10 5NT

Training

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

Training provider

HEART OF ENGLAND TRAINING LIMITED

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

This will be a flexi job apprenticeship, delivered on site. You will meet with a tutor online and have to gather evidence of your learning in and online portfolio. There will be assignments and projects set by the tutor.
This will be followed by and end point assessment.

Off-the-job training will follow the time allocations outlined in the Occupational Standard.

 

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• Maths (grade 4)

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
• Customer care skills
• Analytical skills
• Logical
• Patience

Other requirements

Full driving license is preferable and own car.

IT skills will be regularly used.

The ideal candidate will have empathy to help deal with customer issues, but enough self esteem as to not take things personally.

About this employer

TrAC Futures is a DfE approved Flexi Job Apprenticeship Agency who will employ you for the duration of the apprenticeship and pay your salary. You should be aware that you will be placed with a host employer but you will not be employed by them. Your placement may change during the course of your apprenticeship but TrAC will employ you throughout, as well as continuing to support you into employment or further learning at the end of your apprenticeship.

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

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

Permanent employment within customer service or progression into other departments. 

Ask a question

The contact for this apprenticeship is:

TRAC FUTURES

Duncan

Duncan@tracweb.co.uk

07909472711

The reference code for this apprenticeship is VAC2000055168.

Apply now

Closes on Saturday 31 October 2026

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