Customer Support Apprentice

FLOURISH LEARNING LTD

Newbury (RG14 5SJ)

Closes in 17 days (Sunday 31 August 2025 at 11:59pm)

Posted on 13 August 2025

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Summary

This is a fantastic chance to join a friendly, supportive company who champion training, in their customer care team! Providing first line customer support for our online learning platform 'Click', including support with forgotten passwords, course information, system advice, new customer setups, trouble shooting and logging technical queries.

Wage

£18,500 a year

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 8.30am - 5.00pm / 9.00am - 5.30pm 37.5 hours a week

37 hours 30 minutes a week

Start date

Monday 1 September 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

  • Providing first line customer support for our online learning platform Click, including support with forgotten passwords, course information, system advice, new customer setups, trouble shooting and logging technical queries.
  • Provide first line support for all other enquiries to the business, including logging sales and finance enquiries and passing to the correct department
  • Log all enquiries through the ticketing system and respond within a timely manner
  • Use the telephone, email, web chat, messaging board and online meetings to interact with customers and colleagues in a professional, friendly and supportive manner
  • Ensure customer data and interactions are recorded accurately on our systems
  • Research customer details online and update our customer data as needed
  • Support the Customer Engagement team to respond to initial sales enquiries
  • Support the Content Team by providing customer feedback, testing new courses and logging content enquiries
    Undertaking research, data cleansing and support the team to gain customer/market insight
  • Understand our products and customers along with the Social Care and wider sectors we operate in
  • Provide exceptional customer service with enthusiasm, passion and commitment to helping our customers, colleagues and everyone we interact with
  • Undertaking any general office task that supports the smooth running of the business

Where you'll work

Unit 32B
Kingfisher Court
Newbury
RG14 5SJ

Training

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

Training provider

WEST BERKSHIRE TRAINING CONSORTIUM

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

  • The apprentice will work toward the Level 2 Customer Service Practitioner Standard
  • You would attend training at WBTC one day a month and have 1-1 training and review meetings
  • Functional skills maths and English would be delivered remotely if required

Requirements

Desirable qualifications

GCSE in:

  • English (grade 4)
  • Maths (grade 4)

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

About this employer

Proven, Trusted, and Award-Winning At Flourish, we’re all about making a real difference. We’ve built easy-to-use online platforms for training and staffing, creating a connected community where everyone thrives. Whether you’re in the care sector, children’s services, or education, we’ve got everything you need to grow, learn, and succeed. With over 30 years of combined experience (thanks to our roots as Grey Matter Learning, AC Education, and MyWorkMode), we’re bringing you the best of what we’ve always done—high-quality training, expert support, and seamless shift cover staffing solutions—just with a fresh new look. Oh, and we’re also part of The Progress Group, so you know we’re serious about making an impact where it counts.

https://flourish.co.uk/ (opens in new tab)

After this apprenticeship

Training and personal development is encouraged and supported.

Ask a question

The contact for this apprenticeship is:

WEST BERKSHIRE TRAINING CONSORTIUM

Rachel Eaves

rachel@wbtc-uk.com

07922 426414

The reference code for this apprenticeship is VAC1000336912.

Apply now

Closes in 17 days (Sunday 31 August 2025 at 11:59pm)

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