Customer Service Apprentice

Summary

You will be involved in managing customer accounts, queries, and complaints across various channels, while maintaining accuracy and professionalism in a fast-paced environment. A positive attitude, attention to detail, and commitment to personal development are key to success in this role.

Wage

£15,704 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday, shifts between 8.30am and 6.30pm.

40 hours a week

Start date

Monday 4 August 2025

Duration

1 year 5 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

WHAT will my DAY look like? You will be involved in managing customer accounts, queries, and complaints across various channels, while maintaining accuracy and professionalism in a fast-paced environment. A positive attitude, attention to detail, and commitment to personal development are key to success in this role.

Your daily tasks will include:

Responding to customer queries, orders, and complaints via phone, email, Live Chat, and WhatsApp with professionalism and attention to detail.
Prioritising and completing daily tasks and targets accurately and on time, raising any issues with the senior team as needed.
Adapting quickly to changing priorities or tasks based on daily business needs, as directed by senior colleagues.
Using strong organisational skills to manage a fluctuating workload in a fast-paced environment.
Collaborating with colleagues across teams, contributing ideas to improve systems and processes.
Evaluating your own work to maintain quality and accuracy, especially when working under pressure.
Handling confidential information responsibly and communicate clearly and confidently in all formats.
Maintaining strong IT proficiency, including Microsoft Office, and be open to learning new systems.
Supporting wider team goals and maintaining flexibility, especially during busy periods.
Minimum of 6 hours per week spent on apprenticeship work and training.

Where you'll work

7 Prince William Road, Loughborough, LE11 5GU
LE11 5GU

Training

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

College or training organisation

CT SKILLS LIMITED

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

You'll attend monthly 1-2-1 meetings (online via teams every month - NO classroom OR college!) with your tutor and learn about modules including knowing your customers, understanding the organisation, meeting regulations & legislation, systems & resources, and the customer experience. You will be given a minimum of 3 hours per week to complete any apprenticeship work (assignments, research, and projects) and will receive at least 3 hours training from your employer.

Requirements

Desirable qualifications

GCSE or equivalent in:

None required (grade None required)

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
Initiative
Number skills
Organisation skills
Patience
Problem solving skills
Team working

About this company

Founded by a Medical Doctor with 30 years' experience managing a full-time aesthetics clinic and chain of 30 pharmacies, Church Pharmacy Ltd. is now 1 of the leading suppliers of pharmaceutical products to UK medical professionals (pharmacy prescription and wholesale) along with providing NHS services to residential care and nursing homes, and patient led healthcare services for NHS and private customers. With headquarters in Loughborough and a branch in Central London, Church Pharmacy offers a

After this apprenticeship

As with any apprenticeship opportunity, if you prove yourself to be a valuable member of the team, there is a strong chance of a permanent post within the business.

Ask a question

The contact for this apprenticeship is: