Customer Service Administrator Apprentice

ISM NETWORKS FURNITURE SERVICES LIMITED

Halesowen (B62 8TP)

Closes in 14 days (Friday 20 November 2026 at 11:59pm)

Posted on 6 November 2026

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Summary

The Customer Service Administrator is the first point of contact for our customers and clients and the organisational backbone of our office. You will support three of our directors directly: the Director of
Operations, the Director of Client Relations and our Accounts Director.

Wage

£15,392 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
Monday to Friday, 9.00am to 5.00pm.

37 hours a week

Start date

Tuesday 1 December 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

This is an entry-level position designed for a college leaver. We do not expect previous office experience. What we are looking for is the right attitude: someone reliable, well-organised and keen to learn, who enjoys helping people and takes pride in getting things right. Full training will be given, and you will have a named mentor from day one.

Customer contact

  • Confidently answer enquiries by phone and email, giving clear and friendly responses
  • Handle customer queries relating to appointments, including booking, confirming and rescheduling technician visits
    Manage customer complaints professionally, working towards timely and effective resolutions and knowing when to escalate
  • Keep customers informed, so they never have to chase us for an update

Orders and records

  • Maintain accurate customer records, order information and administrative documentation on our job management system
  • Monitor outstanding orders and proactively communicate any delays or changes to customers
  • Log and track parts orders and chase suppliers where needed
  • Prepare and send job reports, quotations and customer correspondence using our templates

Supporting the team

  • Provide day-to-day support to the Director of Operations, the Director of Client Relations and our Accounts Director
  • Coordinate with technicians, suppliers and client contacts to ensure a smooth customer experience
  • Assist with basic accounts administration, such as checking invoices and matching paperwork
  • Help prepare information for client service reviews and reports
  • Provide general administrative support to the wider team, including filing, scanning, post and ordering office supplies

Where you'll work

Unit 21
Forge Trading Estate, Mucklow Hill
Halesowen
B62 8TP

Training

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

Training provider

HALESOWEN 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 apprentice will be allocated with an assessor who will visit them within the workplace once every 6-8 weeks.

The apprentice will be expected to complete at least 6 hours 'off the job' per week. As part of this, the apprentice will be expected to attend one online lesson per month. 

Requirements

Essential qualifications

GCSE in:

  • English (grade C/4)
  • Maths (grade C/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
  • Customer care skills
  • Administrative skills

About this employer

ISM Networks Furniture Services is a national furniture repair, warranty and aftercare business based in Halesowen, West Midlands. We work on behalf of well-known furniture retailers, manufacturers and warranty providers, looking after their customers when something goes wrong with a sofa, bed or piece of furniture.


Our office team books and coordinates a nationwide network of skilled technicians, keeps customers informed, and makes sure every job is completed to a high standard. We are a small, friendly team where
everyoneʼs contribution is visible and valued

After this apprenticeship

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

There may be a potential opportunity at the end of this apprenticeship, for the successful canidate.

Ask a question

The contact for this apprenticeship is:

HALESOWEN COLLEGE

Deborah Maley

dmaley@halesowen.ac.uk

01216027777

The reference code for this apprenticeship is VAC2000063012.

Apply now

Closes in 14 days (Friday 20 November 2026 at 11:59pm)