Apprentice Customer Service Advisor
MEDEQUIP ASSISTIVE TECHNOLOGY LIMITED
Stafford (ST16 3HS)
Closes in 21 days (Friday 28 November 2025 at 11:59pm)
Posted on 6 November 2025
Contents
Summary
Being the first point of contact for service users, their family and health providers, ensure that the right product, in the right condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame to the agreed specification and to the agreed performance, qualitative and financial targets.
- Wage
-
£14,722.50 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
8:30am - 4:30pm Monday - Friday
37 hours 30 minutes a week
- Start date
-
Monday 1 December 2025
- Duration
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1 year 6 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
Being the first point of contact for service users, their family and health providers, ensure that the right product, in the right condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame to the agreed specification and to the agreed performance, qualitative and financial targets. Enhancing customer experience by use of diplomacy and tact in difficult situations.
Key Duties:
- Achieve Apprenticeship programme
- Managing inbound and outbound calls, leasing with service users, their families and prescribers - within Medequip agreed KPIs
- Booking all delivery rounds in advance for Technicians and Service Engineers, utilising the software appropriately
- Ensuring all client and delivery details are correct and up to date, adding notes to the system where necessary
- Ensuring emergency jobs are actioned within the agreed KPI by relaying the requirements to the technicians and warehouse
- Ensuring all steps are taken to contact the client, and leasing with the prescriber, putting order on review, when contact is not achieved
- Answering emails and complaints within Medequip agreed timeframes
- Liaising between health professional and service users
- Ensure Technician’s mix of work is acceptable, assessing the workload
- Managing reception and facilitating retail sales
Where you'll work
Tollgate Drive
Tollgate Industrial Estate
Stafford
ST16 3HS
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
P.T.P. 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
- Customer Service Practitioner Apprenticeship Standard
- Functional skills in maths and English if required
- Internal relevant training courses as required for the job
More training information
** Applicants who are care leavers and meet the criteria will be prioritised for interview. **
Requirements
Desirable qualifications
GCSE in:
- English (grade 4 and above)
- Maths (grade 4 and above)
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
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
You will be required to complete a DBS check; this will be refreshed every 2 years.
About this employer
Medequip is a specialist logistical business that provides innovative solutions in the Health and Social Care sector. As one of the longest-serving providers of contracted out ‘Community Equipment Services’, having been awarded our first community equipment contract in early 1993, we have grown in both size and expertise to now offer fully integrated services which reflect the complex needs of the sector, designed and coproduced in conjunction with commissioners, professional prescribers, community support organisations, and the families, carers and most importantly, those people who use our services.
https://www.medequip-uk.com/ (opens in new tab)
Company benefits
• 21 days + bank holidays increasing by one day per year to 25 after 4 years’ service. • You will be required to complete a DBS check; this will be refreshed every 2 years.
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
It is expected that upon completion of the apprenticeship there may be an opportunity to remain in a full-time position.
Ask a question
The contact for this apprenticeship is:
P.T.P. TRAINING LIMITED
PTP Recruits
ptprecruits@ptp-training.co.uk
01922651100
The reference code for this apprenticeship is VAC1000349481.
Apply now
Closes in 21 days (Friday 28 November 2025 at 11:59pm)
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