Customer Service Apprentice
QUESTGATES LIMITED
Birmingham (B1 2JS)
Closes in 15 days (Friday 7 November 2025 at 11:59pm)
Posted on 17 October 2025
Contents
Summary
Start your career with our Customer Service Apprenticeship! Gain real-world experience while working towards a recognised qualification. This is a great opportunity for school leavers to earn while they learn, build confidence, and develop essential customer service skills in a supportive team environment.
- Wage
-
£13,741 to £22,222.20, depending on your age
National Minimum Wage
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday to Friday, 9:00am - 5:00pm, with an hour unpaid lunch break.
35 hours a week
- Start date
-
Monday 5 January 2026
- 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
- To demonstrate a high level of technical quality and service delivery
- To provide exceptional customer service at all times
To participate positively and constructively as a team member, sharing knowledge and providing feedback and suggestions - To deliver excellent customer service via phone, email, and face-to-face interactions
- To assist customers with queries, complaints, and product/service information
- To use CRM systems and other business tools for effective communication
- To support the wider team with administrative tasks
- To communicate, problem-solve, and work alongside your team
- To promote and support the TCF principles
- To ensure adherence to contractual/Client SLA’s and KPI’s
- To be accountable for the satisfactory resolution of any issues
Where you'll work
Unit 11a The Wharf
Bridge Street
Birmingham
B1 2JS
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
TTE TRAINING LIMITED
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
Training will be delivered in line with the required 20% off-the-job hours. You’ll receive a mix of on-the-job and remote off-the-job training, with ongoing support from your line manager, wider team, and apprenticeship provider, all based at your workplace.
Requirements
Essential qualifications
GCSE in:
- English (grade C / 4)
- Maths (grade C / 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
- Organisation skills
- Team working
- Initiative
Other requirements
Your employment would be subject to us obtaining the following prior to employment commencing: The provision of satisfactory references for your previous five year’s employment. Satisfactory clearance from the Disclosure and Barring Service (DBS) and a satisfactory Financial and Identity Check.
About this employer
QuestGates is the UK’s largest owner-managed loss adjusting and claims solutions group, known for its commitment to excellence, innovation, and customer service. With a strong focus on employee development, a collaborative culture, and a dynamic work environment, QuestGates offers real opportunities for growth and progression. As a forward-thinking business that embraces technology and values its people, it’s a great place to build a rewarding career.
After this apprenticeship
We’re a growing and dynamic business, which means new opportunities arise regularly. We advertise all vacancies internally first to encourage and support the development of our current employees. After completing your apprenticeship, there will be opportunities to progress into a Customer Service Advisor role and beyond, depending on your interests and strengths.
Ask a question
The contact for this apprenticeship is:
TTE TRAINING LIMITED
recruitment@questgates.co.uk
The reference code for this apprenticeship is VAC1000347113.
Apply now
Closes in 15 days (Friday 7 November 2025 at 11:59pm)
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