Customer Service Apprenticeship

FAGAN & WHALLEY LIMITED

Blackburn (BB13AL)

Closes in 17 days (Friday 3 October 2025 at 11:59pm)

Posted on 16 September 2025

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Summary

Reporting to the Warehouse Site Manager, the main function of the role is to oversee all aspects of customer service and administration within the warehouse operation. This role will cover all F and W Warehousing sites.

Wage

£14,526.20 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 - Friday, 09:00 - 17:00

37 hours a week

Start date

Friday 10 October 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

  • Maintain high standards of work
  • Ensure policies and procedures are implemented and adhered to
  • Understanding and Involvement in Health & Safety, including working with Health and Safety Manager on risk assessments and safe systems of work
  • Assist with Incident reporting as necessary
  • Assist with Non-Conformance reporting as necessary
  • Portray a positive attitude towards your work and colleagues
  • Ensure warehouse/office is kept clean and organised in accordance with BRCGS requirements
  • Promote a safety-first culture within the team with emphasis on Food Safety and handling in accordance with BRCGS
  • Be prepared to undertake training/attend courses to meet new business needs and business growth
  • Participate in BRCGS activities, including internal and external audits as required
  • Liaise with internal departments to facilitate resource planning
  • Liaise with customers as required to manage customer experience
  • Feedback information to customers as required
  • Participate in running the customer service emails
  • Deal with customer queries and requests in a professional and timely manner
  • Carry out administration duties including maintaining warehouse documentation and IT folders
  • Utilise WMS and TMS systems to manage the ongoing workload and update and manipulate these as applicable
  • Respect GDPR regulations with regards to customer and staff data

Where you'll work

Frontier Park
Frontier Avenue
Blackburn
BB13AL

Training

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

Training provider

EAST LANCASHIRE LEARNING GROUP

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

Requirements

Essential qualifications

GCSE in:

  • English (grade 4/C or equivalent)
  • Maths (grade 4/C or equivalent)

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
  • Team working
  • Time Management Skills

About this employer

At Fagan & Whalley we are a sixth-generation private logistics provider who approach business with a progressive outlook focused on our valued employees and clients. We are a quality-driven B2B service provider who deliver dynamic, sustainable and integrated logistics solutions.

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

After this apprenticeship

  • There may be the opportunity to progress on to a higher level qualification or secure full time employment

Ask a question

The contact for this apprenticeship is:

EAST LANCASHIRE LEARNING GROUP

Lauren Thomas

lauren.thomas@nelsongroup.ac.uk

01282440319

The reference code for this apprenticeship is VAC1000342137.

Apply now

Closes in 17 days (Friday 3 October 2025 at 11:59pm)

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