Customer & Technical Services Apprentice

MONITOR AUDIO GROUP LIMITED

RAYLEIGH (SS6 7XJ)

Closes on Monday 10 November 2025

Posted on 26 September 2025

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Summary

Reporting into the Customer Service and Technical Manager, the Technical Services Apprentice role will involve assisting with technical support queries, handling customer phone calls and booking in returns and repairs with dedicated technicians.

Wage

£14,526.20 to £23,492.04, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm

37 hours a week

Start date

Sunday 30 November 2025

Duration

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

  • Manage all customer returns through to closure
  • Ensure Return Merchandise Authorisation (RMA) process is always followed, and data is maintained in line with procedures
  • Book collections / dispatch of returns with carriers
  • Collect card payments from customers as applicable
  • Process spare parts orders for picking by warehouse
  • Assist customer services team with other customer queries under the guidance of the Customer & Technical Service Manager
  • Assist in production of RMA performance statistics and trends analyses
  • Contribute ideas and solutions towards the department’s goal of improving the customer experience of Monitor Audio customers

Where you'll work

24 BROOK ROAD
RAYLEIGH
SS6 7XJ

Training

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

Training provider

GINGER NUT MEDIA LIMITED

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

  • Training will be provided by Ginger Nut Training. Ginger Nut’s delivery is based on a remote, blended model of one-to-one tutor sessions every 4 weeks, group sessions, webinars, online courses, video, and additional support where required
  • Apprentices are allocated a tutor to guide them through the training, conduct regular meetings and prepare for End Point Assessment
    Our tutors are industry experts with relevant industry experience in addition to teaching and coaching expertise
  • To support learning, we utilise online resources mapped to the apprenticeship and all learners are given access to LinkedIn Learning, and other bespoke channels designed to support their apprenticeship

More training information

  • An apprenticeship includes regular training with a college or other training organisation
  • At least 20% of your working hours will be spent training or studying

Requirements

Essential qualifications

GCSE in:

  • English (grade C/5)
  • Maths (grade C/5)

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
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Analytical skills
  • Logical
  • Team working
  • Creative
  • Initiative
  • Patience

Other requirements

Preferred audio experience e.g. music, technical theatre, cinema

About this employer

Monitor Audio Group is a British Audio manufacturer of some of the world’s most respected and innovative high-fidelity brands. There are currently three British brands that make up the group: Monitor Audio, Roksan and Blok, covering solutions for Hi Electronics, Home Theatre, Architectural speakers, and Hi-Fi furniture. Each has its unique story, and each brings the listener closer to the music and film they love.

https://www.monitoraudio.com/ (opens in new tab)

Disability Confident

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

  • Development into full Customer & Technical Services Technician after apprenticeship completion

Ask a question

The contact for this apprenticeship is:

MONITOR AUDIO GROUP LIMITED

Erin Culff

careers@monitoraudio.group

The reference code for this apprenticeship is VAC1000344024.

Apply now

Closes on Monday 10 November 2025

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