Customer Service Apprentice
ASSA ABLOY LIMITED
West Midlands (WV13 3PW)
Closes in 27 days (Friday 29 August 2025 at 11:59pm)
Posted on 18 July 2025
Contents
Summary
The Customer Service Advisor is responsible for managing the order process for all customers, providing a comprehensive service surrounding products, services, orders and enquiries. They will strive to offer a service, perceived by customers and consumers as world class, ensuring timely solutions and advice and striving for improvement.
- Wage
-
£15,311.40 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday to Friday 8.30am - 5.00pm with half hour lunch but hours will vary on other weeks Monday, Thursday and Friday 8.30am - 3.30pm - to be confirmed upon start
38 hours 30 minutes a week
- Start date
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Monday 8 September 2025
- Duration
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1 year
- Positions available
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2
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
- Comprehensively understands the product range of the business unit to proactively maximise all sales opportunities and to provide advice on products and suitable alternatives to the customer
- Has the ability to provide information and advice on key initiatives happening in the business unit, which will support the customer, such as website developments or e-commerce activities
- Responds to and deals with issues relating to orders and deliveries from customers effectively to minimise the effect on the customer and cost to the business, by dealing with queries as quickly as possible, maintaining a helpful and friendly approach, avoiding repeat calls for the same issue
- Develops effective relationships with existing customers by promoting products and services and promotions within business unit where applicable
- Manage customer concerns process applicable to business unit in line with local business procedures
- Utilises Management Information systems to properly understand customers’ terms and conditions where applicable
- Operate effectively and efficiently within current policies and KPI targets relating to call handling, despatch, complaint handling, email enquiries and telephone responses
- Process order quotations including freight costing and follow up
- Liaising with internal and external departments to ensure that orders are swiftly processed and dispatched
- Deals with returns and credits in a timely manner
- Provide effective support to the Sales teams, Marketing, Product Management and any other key functions applicable within the business unit and other group companies as required
- Participate in specific projects and improvement activities as required and directed by Management
- Understand, proactively embrace and positively act in accordance with our core values and beliefs; empowerment, innovation and integrity and consistently demonstrate the associated behaviours
- Understand, proactively embrace and positively act in accordance with our code of conduct
- Ensure completion of all relevant compliance training and procedures
- Assist with on-boarding of new staff into the business by helping with Training and providing information and assistance
- Help and assist other team members, even outside of own individual tasks
- Take pro-active responsibility for the improvement of KPI’s by providing data to Management and actions plans for improvement
- To be responsible for the health, safety and welfare of self and colleagues in accordance with group and local EHS procedures
Where you'll work
Assa Abloy
School Street
Willenhall
West Midlands
WV13 3PW
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WALSALL COLLEGE
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.
Training schedule
- Customer service practitioner Level 2 apprenticeship standard
- Weekly off the job training
- Blended learning sessions with assessor coach
- Functional skills if required
Requirements
Essential qualifications
GCSE in:
- English (grade C/4 or above)
- Maths (grade C/4 or above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Customer care skills
- Problem solving skills
- Administrative skills
- Team working
- Initiative
About this employer
Abloy is the UK’s leading expert on high quality door locking and functionality, with a rich heritage in producing the world’s most trusted access control hardware. As a pioneer in the industry with a history of innovation, Abloy offers solutions that are secure, robust, easy to use and feature the latest technological developments. The Abloy product range has for many years included the ultimate patented, high-performance electric locks, strikes, cylinders and padlocks. In recent years this has been substantially expanded with innovative, market leading electromechanical and digital systems such as CLIQ®, Incedo™ Business, Aperio®and SMARTair™, to create an extensive, compliant access control range. Abloy’s comprehensive portfolio of locking solutions meets virtually any requirements, providing flexible, scalable and compliant security, including access control systems designed to help control the movement of people in a wide range of building types and applications. As a trusted partner and first-class service provider, Abloy satisfies customers who demand the highest level of security, resilience, reliability and convenience, with the capability to offer a complete security solution - from initial surveys and fact finding, to assessments, planning and specification. You’ll find Abloy staff friendly, knowledgeable and willing to put in that extra commitment to specify the right solution for your needs. The world around us is changing rapidly, so Abloy continuously invests, innovates and develops new products and technology to meet the current and future needs of the market, which puts the brand at the forefront of access control and locking security. Abloy UK is fully owned by ASSA ABLOY, the global leader in total door opening solutions. From locks to security doors, entrance automation and access control systems, ASSA ABLOY has an annual turnover of €6 billion and employs approximately 44,000 people worldwide.
After this apprenticeship
- The opportunity to progress to other roles and areas of the organisation
Ask a question
The contact for this apprenticeship is:
WALSALL COLLEGE
Eleana Ewins
eewins@walsallcollege.ac.uk
The reference code for this apprenticeship is VAC1000332498.
Apply now
Closes in 27 days (Friday 29 August 2025 at 11:59pm)
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