Customer Service Apprentice

The Encore Group (Envelopes and Packaging) Ltd

Peterlee (SR8 2JF)

Closes in 13 days (Friday 21 November 2025 at 11:59pm)

Posted on 7 November 2025

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Summary

Delivering outstanding customer service while supporting office organisation and communication through effective administrative duties. This role puts you at the centre of both the team & the customer experience — you’ll ensure every interaction is positive, professional, and efficient, helping to create a welcoming environment for everyone.

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
Mon-Fri 08:30 to 17:00 with a 30 minute lunch break

40 hours a week

Start date

Monday 1 December 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

Duties & Responsibilities:
• Keeping computer databases up to date
• Processing orders
• Printing and collating job bags for production
• Assisting management with daily tasks, basic quality checks & BRC requirements

General Admin duties which may include:

  • Answering phones
  • Filing
  • Sending of post
  • Learning about the company and available products/services
  • Preparing meeting rooms by setting up chairs and getting refreshments
  • Being ready for any other administrative tasks that are required

Where you'll work

Davy Drive
North West Industrial Estate
Peterlee
SR8 2JF

Training

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

Training provider

EAST DURHAM COLLEGE

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

The apprentice will be in the workplace five days per week and will be visited by a college tutor once a month.

Customer Service Practitioner Level 2 apprenticeship, including Functional Skills in English and maths if required.

Requirements

Essential qualifications

GCSE in:

  • English (grade 3 or above)
  • Maths (grade 3 or 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
  • Administrative skills
  • Team working
  • Initiative

About this employer

The Encore Group are the UK’s largest independent manufacturer of printed envelopes. We also have a thriving, rapidly growing Packaging Solutions business and also a Commercial Print arm. Encore Packaging Solutions print and manufacture solid board packaging for the Food, Retail and Luxury Goods markets and have built a growing reputation on supplying our customers with quality products matched by exceptional customer service. Our aim is to provide a quality product to the individual requirements of our customers, to specification and on time, every time.

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

Company benefits

• Annual Quality Bonus • Contributory Pension Scheme • Private Healthcare Scheme • Non-contributory life insurance scheme • Employee Assistance Programme

After this apprenticeship

Upon sucessful completion of the apprentice there is the possibility of full time employment with the opportunity to achieve further qualifications.

Ask a question

The contact for this apprenticeship is:

EAST DURHAM COLLEGE

Adam Heslop

adam.heslop@eastdurham.ac.uk

07507500429

The reference code for this apprenticeship is VAC1000350343.

Apply now

Closes in 13 days (Friday 21 November 2025 at 11:59pm)

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