Customer Experience Apprentice
SUMEC UK COMPANY LTD
ESCRICK BUSINESS PARK (YO19 6FD)
Closes in 18 days (Wednesday 24 December 2025 at 11:59pm)
Posted on 5 December 2025
Contents
Summary
We are seeking a motivated Customer Experience Apprentice to join our team. This role offers hands-on experience in customer service while completing a recognised apprenticeship. You will work with experienced colleagues, learning to deliver high-quality support and contribute to a professional, customer-focused environment.
- Wage
-
£19,500 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Mon-Fri.
09:00 to 17:00 with 30min lunch break.
38 hours a week
- Start date
-
Monday 2 February 2026
- Duration
-
1 year 6 months
- Positions available
-
2
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
- Provide direct support to customers via phone, email, and online channels, responding to enquiries, requests, and complaints in a professional manner.
- Learn to manage and progress warranty claims, spare parts requests, and repair/workshop cases under supervision.
- Record and update customer interactions accurately in internal CRM systems and portals.
- Assist in monitoring service levels for retailer partners and help contribute to maintaining a high standard of service.
- Support the Customer Experience Team with administrative tasks, reports, and day-to-day operations.
- Participate in training and development sessions as part of the apprenticeship, including self-study, on-the-job learning, and formal training (20% of working hours).
- Observe and learn best practices for customer service, using customer insights to support improvements in processes and performance.
- Support the implementation and familiarisation with tools such as the AI Operator–led 1st Line Support system.
- Actively develop professional skills, behaviours, and knowledge in line with the Customer Service Specialist apprenticeship standards.
Where you'll work
UNIT A&B
ESCRICK BUSINESS PARK
YO19 6FD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
HEART OF YORKSHIRE EDUCATION GROUP
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 by the Heart of Yorkshire Education Group. Learning will take place in the workplace.
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
- Administrative skills
- Team working
- Patience
About this employer
Sumec UK is a specialised company dedicated to advanced product development, industrial design, and supply of home and garden solutions. As part of the Sumec Group of Companies and a direct subsidiary of Sumec Hardware and Tools Co., Ltd, we combine global expertise with a strong local presence.
Our head office, established in January 2011 in the south of York, houses our R&D, product design, sales, marketing, and after-sales teams, ensuring close support for our retail partners and direct warranty assistance for end users. We specialise in innovative garden and power tools, including robotic and advanced lawnmowers, pressure washers, trimmers, and chainsaws.
Our flagship brand, Yard Force, represents an exciting and technologically advanced range of products designed for home and garden use, delivering quality, innovation, and reliability for every customer.
After this apprenticeship
Opportunity to become a permanent member of staff with career development within the Customer Experience Team.
Ask a question
The contact for this apprenticeship is:
HEART OF YORKSHIRE EDUCATION GROUP
The reference code for this apprenticeship is VAC2000004082.
Apply now
Closes in 18 days (Wednesday 24 December 2025 at 11:59pm)
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