Apprentice Customer Service Team Member

Summary

We are looking for a driven, personable and pro-active Apprentice Customer Service Team member to be a part of our team. We pride ourselves on industry leading customer service which requires a keen eye for detail, a natural problem solver and an appreciation for strong customer communication.

Wage

£17,160 a year

Check minimum wage rates (opens in new tab)

Training course

Customer service specialist (level 3)

Hours

Monday to Friday 9am- 4pm or 9am- 5pm (35 - 40 hours per week)

40 hours a week

Start date

Monday 30 June 2025

Duration

1 year 6 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

Answer incoming customer inquiries
Engage with customers in a friendly and professional manner while actively listening to their concerns
Resolving specific customer queries on their behalf
Pro-actively solving problems
Developing and maintain a good understanding of our systems, couriers and products
Applying credits and checking invoices where required
Creating accurate records containing all relevant information to enable support requests to be resolved to the timelines and standards required
Creating accurate records containing all relevant information to enable support requests to be resolved to the timelines and standards required
Maintaining trackers and spreadsheets to ensure customer service levels remain high
Administration duties that revolve around maintaining documents and supporting the wider team
Other duties as requested to support the team

Where you'll work

PASK LTD T/A INXPRESS (OFFICE 20)
TOLL BAR HOUSE BUSINESS CENT
1 DERBY ROAD
ILKESTON
DE7 5FH

Training

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

College or training organisation

SR APPRENTICESHIPS 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

All training will be carried out at the employers location

Requirements

Essential qualifications

GCSE in:

English (grade C/4 or above)
Maths (grade C/4 or above)

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
Number skills
Logical
Team working
Initiative
Non judgemental
Patience

About this company

Our company is growing at pace but remains a small team, so it’s an exciting opportunity to join an organisation where you can make a real difference and feel a key contributor to the success. Passionate and motivated people are the driver behind our growth so we’re looking to expand our team and you could be part of our success story.

Company benefits

Company pension scheme

After this apprenticeship

The apprenticeship could lead to further career progression & apprenticeship qualifications in the future, subject to the employers requirements

Ask a question

The contact for this apprenticeship is:

SR APPRENTICESHIPS LIMITED

Andrea Swales

andrea.swales@sr-apprenticeships.co.uk

07510348025

The reference code for this apprenticeship is VAC1000324111.

Apply now

Closes in 21 days (Sunday 29 June 2025 at 11:59pm)

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