Customer Service Apprenticeship - Norwich
ST.LEONARDS MOTORS LIMITED
Norwich (NR6 6BB)
Closes on Monday 12 January 2026
Posted on 4 December 2025
Contents
Summary
SLM Toyota Norwich are looking for a new Apprentice. You will be studying toward your Customer Service Specialist Level 3 Apprenticeship Qualification.
- Wage
-
£14,723 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday, 09:00 - 17:00
38 hours a week
- Start date
-
Monday 19 January 2026
- 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
We are looking for someone enthusiastic and motivated to join our SLM Toyota team as an Apprentice Customer Service Specialist. The main responsibility of a Customer Service Specialist is to provide professional support to our SLM Toyota customers via telephone or digital medium. The ideal candidate will have excellent interpersonal skills to be able to build rapport and create a positive experience by determining the customer’s needs.
Training will be wholly provided on-site. The apprenticeship provider will support the successful candidate from their first day until their final assessment point. The apprenticeship will be complimented by both internal and Toyota training, enabling the Customer Service Specialist to become an expert in the products and services offered by SLM Group, and work as part of the wider dealership teams.
The successful candidate will work a total of 40 hours, Monday to Friday. There is the opportunity for the working hours to be flexible, and can be discussed with the successful candidate.
Your role will include:
- Handle inbound customer enquiries via telephone, email, and digital channels, providing clear and friendly support
- Make outbound calls to existing customers to offer assistance, provide service reminders, and ensure overall satisfaction with their vehicle and dealership experience
- Accurately determine customer needs and direct them to the appropriate department or solution within the dealership
- Build positive relationships with customers by delivering a warm, professional, and helpful service at all times
- Update customer records and appointment details in internal systems to maintain accurate and up-to-date information
- Support the wider dealership team by coordinating bookings for service, maintenance, MOTs, and test drives
- Follow up with customers after appointments or services to gather feedback and address any outstanding queries
- Assist with digital customer communications, including live chat, online enquiries, and follow-up messages
- Promote relevant Toyota products, services, and offers when appropriate to enhance the customer experience
- Participate in ongoing training sessions to develop product knowledge and improve customer service skills
Where you'll work
SLM Toyota Norwich, Delft Way
Norwich
NR6 6BB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
PARAGON EDUCATION & SKILLS 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
- Founded in 1974, we've been delivering market-leading learning and talent solutions for over forty years
- We’re privileged to help individuals unlock their potential and realise the value of their skills and talents
- We help build meaningful careers that give individuals security, satisfaction, and purpose – and in turn help organisations and wider industry meet the challenges of a changeable operating environment
- On completion of this 12 month apprenticeship you will have gained your Customer Service Specialist Level 3 Apprenticeship
Requirements
Essential qualifications
Other in:
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
Other requirements
The closing date guidance, if a successful candidate is found before the advertised dates, the advert will close early
About this employer
SLM Toyota is part of SLM Group which continues to be run as a family company and has grown to include sites across the South East and East Anglia. SLM Group are an Equal Opportunity Employer, who aim to continuously improve our diverse and inclusive workforce to ensure every employee feels valued.
After this apprenticeship
- Possibility of a full time role after the completion of the Apprenticeship
Ask a question
The contact for this apprenticeship is:
PARAGON EDUCATION & SKILLS LIMITED
The reference code for this apprenticeship is VAC2000003828.
Apply now
Closes on Monday 12 January 2026
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