Scania Customer Advisor Apprenticeship

Summary

This apprenticeship is the Level 3 Customer Service standard programme with TruckEast in Norwich, NR5 9JJ. Our apprentices are mentored throughout the programme. A fantastic opportunity to learn from the best in the business!

Wage

£15,704 to £25,396.80, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course

Customer service specialist (level 3)

Hours

Monday to Friday, 8.00am - 5.00pm or 9.00am - 6.00pm.

40 hours a week

Start date

Monday 4 August 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

Your future starts here!

Do you have a passion for HGV’s? Do you strive to deliver excellent customer service? Are you looking for a career with an industry leading brand? If so, you are in the right place. We offer a customer service apprenticeship that sets you up with a career for life.

TruckEast is an established Scania dealer and one of the UK’s largest independently owned commercial vehicle workshop operators. Representing the Scania brand enables TruckEast to provide premium quality new and used vehicles for customers across their region. More than that, the Scania badge over their workshops sets the standard for the highest quality products and performance in both sales and aftersales. Operating from 13 dealer points, right across the eastern counties of England, TruckEast provide service and specialist aftersales support for all-makes of HGV, passenger vehicles, vans and all types of agricultural and industrial vehicles.

Why choose a Scania apprenticeship?

An apprenticeship scheme is one of the best ways to have first class on-the-job training and earn a regular wage. The award-winning programmes are run by education provider Remit – they’ll give you the chance to join a world-renowned company and gain a nationally recognised qualification.

As part of the Scania Apprenticeship Programme, you will have the opportunity to gain new skills and knowledge whilst being the face of one of TruckEast’s branches. You will also receive excellent training at Scania’s state-of-the-art learning academy to further develop your new skills and knowledge to the next level. Through a combination of practical and theoretical learning; the apprenticeship programme is designed to make the most out of your potential.

TruckEast is a dynamic and exciting work environment. If you are highly-motivated and enjoy responsibility, they want to hear from you!

Where you'll work

Venture Road
Lawn Farm Business Park
Woolpit
IP30 9RZ

Training

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

College or training organisation

REMIT GROUP 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

The qualification is aimed at individuals more advanced in their interpersonal skills and with experience of working with customers.
The Customer Service Specialist Level 3 qualification will include Function Skills at Level 2 unless exemptions apply.

Completion will lead to eligibility to join the Institute of Customer Service as an Individual membership at Professional Level.

Requirements

Essential qualifications

GCSE or equivalent in:

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

Administrative skills
Attention to detail
Communication skills
Excellent telephone manner
Initiative

About this company

TruckEast is an established Scania dealer, and one of the UK’s largest independently owned commercial vehicle workshop operators. Representing the Scania brand enables them to provide premium quality new and used vehicles for customers across the eastern counties. With 13 dealer points, across Northamptonshire, Buckinghamshire, Cambridgeshire, Suffolk, Norfolk and Essex, they can provide specialist aftersales support. This means convenient, local access to a one-stop-shop for commercial vehicle servicing, repairs and maintenance

After this apprenticeship

There are plenty of opportunities to progress within TruckEast after you complete your apprenticeship.

Great benefits package including:

30 days holiday each year rising to 34 with length of service
Fully funded training programme
Tablet provided to support training
Non-contributory savings scheme for each apprentice, which is paid out to each graduate after 10 years service
Private medical insurance
Enhanced employer pension contributions
Opportunity to complete Duke of Edinburgh Gold Award
Team days out
Mentor and manager support throughout

Ask a question

The contact for this apprenticeship is: