Apprentice Customer Service Administrator
FRED. OLSEN TRAVEL LIMITED
Ipswich (IP1 5LL)
Closes in 15 days (Wednesday 24 September 2025)
Posted on 8 September 2025
Contents
Summary
Are you passionate about travel and eager to start an exciting career in the industry? We're looking for an organised and motivated Apprentice to join our Administration team! This is a fantastic opportunity to gain hands-on experience while learning the ropes of the travel business, all while being fully supported by a friendly and successful team.
- Wage
-
£13,741 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday between the hours of 08:30am and 5:30pm
35 hours a week
- Start date
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Monday 29 September 2025
- Duration
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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
In this role, you’ll help with day-to-day administration tasks and provide excellent customer service support for our GoCruise & Travel Franchise as well as our Fred. Holidays Tour Operation. Don’t worry if you’re new to this, full training and ongoing support will be provided to help you succeed.
Main tasks will include:
- Issuing booking documentation for both trade and customer bookings
- Invoicing and ticketing
- Processing customer payments and resolving unpaid balances
- Dealing and completion of incoming supplier emails and post
- Handling and solving complaints
- Gathering and inputting of customer personal information
- Handling inbound and outbound phone calls from customers, agents and Franchisees
- Provide support to the Team Leaders as required
Where you'll work
Fred Olsen Travel
Fred Olsen House
42 White House Road
Ipswich
IP1 5LL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BLUE SKY ASSESSING & CONSULTANCY LTD
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
Training schedule
This is an apprenticeship; the successful candidate will work towards the Customer Service Specialist Level 3 qualification which has an estimated course duration of 15-months.
This will be a work-based Apprenticeship, therefore there will be no requirement for a day release to college. You will have an allocated Assessor from an Apprenticeship training provider who will visit you in the workplace and provide 1-2-1 training, support, and guidance throughout the course.
Requirements
Essential qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Organisation skills
- Customer care skills
About this employer
Fred. Olsen Travel was established in 1988 with family values at its heart with a passion to create unforgettable holiday experiences. As one of the UK’s most established travel companies, we continue to provide an environment where our people can thrive, and where growth and great culture go hand-in-hand. We are proud to provide an outstanding customer service, choice and value for money through our distinct specialist areas.
https://www.fredolsentravel.co.uk/ (opens in new tab)
Company benefits
Fred. Olsen Travel offers a range of company benefits including BUPA medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our MyBenefits scheme.
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
After successful completion of the apprenticeship course, there will be the possibility of progressing into a permanent position within the business.
Ask a question
The contact for this apprenticeship is:
FRED. OLSEN TRAVEL LIMITED
Molly Bergdahl
molly.bergdahl@fredolsen.co.uk
07442368880
The reference code for this apprenticeship is VAC1000340850.
Apply now
Closes in 15 days (Wednesday 24 September 2025)
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After signing in, you’ll apply for this apprenticeship on the company's website.