Customer Care Apprentice

NEW HOMES LAW LTD

Essex (CM2 0DG)

Closes in 12 days (Wednesday 28 January 2026 at 11:59pm)

Posted on 16 January 2026

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Summary

This is an exciting opportunity for an ambitious individual to begin a career as a Customer Care Apprentice working towards a L3 Customer Service Specialist qualification. With full training, mentoring, and ongoing support, you will build strong foundational skills with a clear pathway to a Customer Care Assistant role. 

Wage

£13,741 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Monday – Friday 9am-5pm 1 hour unpaid lunch break.

35 hours a week

Start date

Monday 9 February 2026

Duration

1 year 5 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

As the Customer Care Apprentice, it’s your job to provide a seamless, welcoming and proactive experience for clients from the point of instruction throughout their conveyancing journey. Acting as the first point of contact, you’ll manage onboarding, support case progression through updates and client liaison, and work closely with Conveyancing Executives and the wider Conveyancing Assistants to ensure outstanding service delivery.  

 

  • Act as the first friendly and professional contact for new clients. 
  • Guide clients through the onboarding process (ID checks, welcome packs, initial documents). 
  • Explain next steps clearly and manage client expectations. 
  • Serve as a dedicated point of contact for general updates and reassurance. 
  • Proactively chase case progress and update clients where required. 
  • Manage incoming calls, emails, and walk-in enquiries, escalating where appropriate. 
  • Monitor service standards and report back to manager where required (response times, communication clarity). 
  • Receive, document and track customer complaints to ensure timely resolution including investigating issues by collaborating with relevant departments where necessary and communicating resolutions to clients clearly, calmly and empathetically.
  • Following up to ensure satisfaction after resolution. 
  • Maintain accurate client records in case management systems. 
  • Support feedback collection and help monitor satisfaction scores. 
  • Identify common client issues and report trends for service improvement. 
  • Respond to and monitor online reviews. 
  • Reach out to clients that leave negative reviews to gather feedback on their experience and report back. 
  • Liaise with estate agents, brokers, and other third parties as necessary. 
  • Support with any other duties necessary with the level of responsibility of this role as needed.
     

Where you'll work

28 Baddow Road
Chelmsford
Essex
CM2 0DG

Training

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

Training provider

SR APPRENTICESHIPS 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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

  • English (grade Pass)
  • Maths (grade Pass)

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
  • Administrative skills
  • Team working
  • Initiative
  • Non judgemental
  • Patience
  • Willingness to learn
  • Time management skills
  • Reliable
  • Timekeeping skills
  • Self motivated
  • Professionalism under pressure

About this employer

New Homes Law is a CLC regulated practice. The CLC is the Specialist Property Law Regulator who enables lawyers to offer more transparent, secure and innovative services. It also helps inform consumers, for more clarity and less stress.

The CLC deliver effective regulation of specialist conveyancing and probate lawyers that protects consumers and fosters competition and innovation in the provision of legal services. They do so by setting entry standards and regulating providers to deliver high quality, accessible legal services.

https://nhlaw.co.uk/ (opens in new tab)

Company benefits

  • Pension contribution
  • Dress down Fridays
  • Tailored personal development plan
  • Supportive culture
  • Free eye tests & discounted eyewear
  • Reward & recognition scheme

After this apprenticeship

To become a qualified Customer Care Assistant.

Ask a question

The contact for this apprenticeship is:

SR APPRENTICESHIPS LIMITED

The reference code for this apprenticeship is VAC2000009185.

Apply now

Closes in 12 days (Wednesday 28 January 2026 at 11:59pm)