Customer Services Apprentice

Summary

As a Customer Service Apprentice, you will play a key role in supporting colleagues and customers alike, ensuring excellent service is provided whilst responding efficiently to customer enquiries and maintaining high customer satisfaction. You will deliver administrative support with key skills in data entry and attention to detail.

Wage

£16,685 a year

Check minimum wage rates (opens in new tab)

Salary to be reviewed with a possible increase after 12 months with the company.

Training course

Customer service specialist (level 3)

Hours

8:30am - 5pm Monday to Friday with a 30 minute lunch break.

40 hours a week

Start date

Tuesday 1 July 2025

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

General administrative tasks, including scanning, emails, typing and entering data correctly
To deliver accurate, effective and efficient services to ensure customers are satisfied with the service provision
Help deliver a level of operating performance that enables retention of existing contractual agreements and a solid
base and reputation to gain further business
Build sustainable relationships and trust with customer accounts through open and interactive communication
Manage large amounts of incoming phone calls and direct those calls accordingly
Identify and assess customers’ needs to achieve satisfaction.
7. Keep records of customer interactions, process customer accounts, prepare certificates, and hand over documents
following installations
Prepare maintenance agreements and issue service documents
Ensure customer complaints are recorded and forwarded to the compliance function, as per the policy
Ensure positive feedback from customers is recorded and forwarded to the compliance function, as per the policy
Provide accurate, valid and complete information by using the right methods/tools
Meet customer service team quality standards by handling customer interactions via various communication
methods
Liaise with customers to understand their requirements, issues, ensuring they’re able to make final payments
Follow business processes, guidelines and policies
Fully aware of all company policies and committed to meeting the objectives of these strategies
Further tasks/responsibilities as arising on an ad hoc basis

Where you'll work

Unit 15
Capitol Court, Dodworth
Barnsley
S75 3UD

Training

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

College or training organisation

TOTAL TRAINING PROVISION LIMITED

Your 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

Your training plan

Training will take place within the workplace with the remote support of a dedicated tutor as well as management within the organisation.

You will be required to complete relevant learning, 1-2-1 sessions and assessments within your working hours, times and dates will be agreed in advance between yourself, your manager and the tutor.

Requirements

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Team working

About this company

Infinite Fire and Security are a central UK based company with over 20 years experience in the Fire and Security industry. We offer nationwide coverage, with dedicated Fire and Security experts on hand 24/7. At Infinite Fire and Security we know you want more than just the highest quality fire safety and security products. You want the ultimate peace of mind that comes from knowing your company’s future is in safe hands. And that is what we deliver. We only employ experienced and qualified engineers. That is why all our products are competitively priced and come guaranteed. It is why we put customer service at the heart of everything we do.

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

Company benefits

- 20 days annual leave plus bank holidays - Staff progression opportunities - Company events - Onsite parking - Excellent transport links

After this apprenticeship

This is an exciting opportiunity to joing a family run organisation looking to grow.

The apprenticeship offers full time employment and further career progression routes for the right candidate.

Ask a question

The contact for this apprenticeship is:

TOTAL TRAINING PROVISION LIMITED

Lucy Hodgkinson

Lucy.Hodgkinson@total-tp.com

The reference code for this apprenticeship is VAC1000320085.

Apply now

Closes on Monday 30 June 2025

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

Cookies on Find an apprenticeship

Contents