Customer Services Advisor Apprenticeship

Summary

Established in 1988, Unisurge is a trusted manufacturer and supplier of custom procedure packs, dressing packs, medical disposable and theatre products for health care professionals. There is an opportunity for an apprentice to join the team.

Wage

£18,000 a year

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Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 9.00am - 5.00pm.

40 hours a week

Start date

Monday 28 July 2025

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

Broad Function:

To provide a professional, efficient and welcoming experience, ensuring exceptional customer focused standards are delivered at all times
To provide efficient and accurate administration support and respond to product or service enquiries

Key responsibilities and accountabilities:

Deal with all telephone enquiries in a prompt and efficient manner
Inputting and processing orders
Liaise with Contracts, Production and Warehouse departments to ensure all orders that are manufactured and delivered meet customers’ requirements. Advising Customer Services Supervisor, Territory Manager of any issues
Ensure back-order reports are run daily and dealt with
Liaise with customer regarding all price discrepancies
Assist with queries from Accounts department
Contact transport department regarding shipment information.
Co-ordinate slow moving stock
Manage all standing orders, existing and expiring
Liaise with external sales team
Log any complaints or returns in 24 hours. Dealing with all matters with the exception of ‘quality’ issues – provide all information of complaints relating to quality with the QC Manager
To deliver services effectively, a degree of flexibility is needed, and the post holder may be required to perform work not specifically referred to above

Principal Relationships:

Accountable to – Customer Services Supervisor
Responsible for – Ensuring a comprehensive Customer Service experience
Internal - Works closely with peer group in own department and across all functions in ensuring projects and continuous improvement activities are well thought out and delivered, on time.
External – Maintains external contacts as necessary

Where you'll work

Unisurge International Ltd, Farboud Innovation Park, Formula Drive
Newmarket
CB8 0BF

Training

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

College or training organisation

WEST SUFFOLK COLLEGE

Your 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.

Your training plan

The learner will be studying the Customer Service Practitioner Level 2 Apprenticeship Standard qualification
Functional skills will be studied if equivalent qualifications are not held

Requirements

Essential qualifications

GCSE or equivalent in:

English and Maths (grade 4)

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
Team working

Other requirements

The learner must be organised and able to work in a fast-paced environment.

About this company

Established in 1988, Unisurge is a trusted manufacturer and supplier of custom procedure packs, dressing packs, medical disposable and theatre products for health care professionals. Unisurge also offers a broad range of sterile drapes, gowns and supplementary operating theatre products. The contents of each of our packs have been practitioner specified to meet the requirements of all modern surgical procedures. One of the largest custom built Ethylene Oxide sterilisation chambers in Europe gives Unisurge the ability to deliver unrivalled sterility for all our products ensuring a reduction in site infections and fluid contamination for the patients and medical staff that we are proud to serve. Technology and innovation is at the heart of everything in the business with rigorous recycling and sustainability practices and one of the largest solar electric provisions in the county. Linked to a significant investment in Information Technology, we provide a proven and trusted distribution network. Unisurge also maintains its own fleet of delivery vehicles and is able to guarantee that sterile packs arrive at their destination on time and in optimum condition. Surgical teams can be confident that all the necessary components for a procedure will be supplied, to their specification, in a sterile pack, ready for immediate use.

After this apprenticeship

If the are successful with the Apprenticeship program and meet the expectations of the department, we are happy to offer them a permanent contract.

Ask a question

The contact for this apprenticeship is: