Apprentice Customer Retention advisor

SNACKVERSE LIMITED

Blackburn (BB1 3NY)

Closes in 23 days (Friday 31 October 2025 at 11:59pm)

Posted on 7 October 2025

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Summary

At SnackVerse, we're more than just snacks — we’re about delivering exceptional experiences with every bite. We’re looking for a proactive and enthusiastic Retentions Advisor to join our growing team. In this role, you’ll engage with customers who may be considering leaving our service, working to understand their concerns.

Wage

£15,704 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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

40 hours a week

Start date

Saturday 1 November 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

  • Engage with customers via outbound and inbound phone calls to understand and address concerns that may lead to cancellation
  • Deliver tailored solutions to retain customers and promote long-term satisfaction
  • Use effective questioning and listening skills to identify root issues and resolve them promptly
  • Accurately document customer interactions and account updates using our CRM system
  • Identify opportunities to upsell relevant products or services based on customer history and preferences
  • Handle objections and resolve high-level complaints with confidence and professionalism
  • Maintain high standards of phone etiquette and a positive, customer-first attitude in every interaction
  • Collaborate with team members to share insights and improve retention strategies

Where you'll work

Unit 4-5, Barnfield House
Sandpits Lane, Accrington Road
Blackburn
BB1 3NY

Training

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

Training provider

NORTHWEST EDUCATION AND TRAINING 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 delivered on/off the job
  • Functional skills

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
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Logical
  • Team working
  • Initiative
  • Non judgemental

About this employer

At SnackVerse, we're more than just snacks — we’re about delivering exceptional experiences with every bite. We’re a passionate, energetic team that believes in great snacks and even greater service. When you join us, you’re not just taking on a job — you’re becoming part of a community that values creativity, ownership, and customer obsession.

http://www.snackverse.co.uk (opens in new tab)

After this apprenticeship

Potential to progress in the department to Team leader or Management roles in the future.

Ask a question

The contact for this apprenticeship is:

NORTHWEST EDUCATION AND TRAINING LIMITED

Emma Mortin

emma.mortin@nweat.co.uk

The reference code for this apprenticeship is VAC1000345388.

Apply now

Closes in 23 days (Friday 31 October 2025 at 11:59pm)

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