Customer Experience Apprentice
ORAC UK LTD
Horsham (RH12 1SL)
Closes in 15 days (Friday 5 June 2026 at 11:59pm)
Posted on 21 May 2026
Contents
Summary
As a Customer Experience Apprentice, you will support the day-to-day running of our Customer Experience team while learning how the business operates across customer service, operations, and internal systems.
- Wage
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£16,000 a year
- Training course
- Business administrator (level 3)
- Hours
-
Monday - Friday, 09.00 - 15.00
30 hours a week
- Start date
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Monday 6 July 2026
- Duration
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1 year 4 months
- Positions available
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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
- This role is designed as a structured learning journey
- You will gain practical experience in handling customer enquiries, processing orders, checking stock, managing returns, and using our internal tools such as CRM and order platforms
- You will also develop an understanding of how different parts of the business work together, including logistics, finance, and sales support
- Your responsibilities will increase gradually as your confidence and skills develop. You will start with simple, well-defined tasks and, over time, take on more responsibility as you demonstrate accuracy, reliability, and good judgement
- Throughout the programme, you will be supported by the team and given regular feedback to help you progress
- This role is a structured learning and development role supported by clear training phases; an opportunity to gain practical workplace experience alongside experienced colleagues; a position where tasks and responsibilities increase gradually based on demonstrated competence and assessment; a role with defined scope and appropriate supervision
Core tasks will include:
- Customer Support: Answer incoming calls and emails, support customers with basic queries (orders, delivery, products), escalate more complex issues to senior team members, ensure a friendly and helpful customer experience
- Order Processing and Administration: Process automated orders and assist in order input, support with quotations and sample requests, help process returns and claims (logging and basic handling)
- Operational Support: Assist with track and trace enquiries, support the team with day-to-day tasks, help maintain smooth workflow in busy periods
- CRM and Data Management: Update customer information in CRM, ensure basic data accuracy, support with administrative tasks
Where you'll work
The Courtyard
30 Worthing Road
Horsham
RH12 1SL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
GINGER NUT MEDIA LIMITED
Training course
Business administrator (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
- Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
- Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
- Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
- Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
- Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
- Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
- Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Training schedule
Requirements
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
- Team working
- Initiative
About this employer
Orac is an international, design-led manufacturer of architectural interior elements, including coving, wall panels and decorative finishes. From our UK base in Horsham, we support customers across the country, working with designers, installers and retailers on both residential and commercial projects. We’re a growing, creative business with a strong focus on quality, innovation and sustainability, offering a supportive team environment where apprentices can learn, develop, and build a long-term career.
https://www.oracdecor.com/en/ (opens in new tab)
Company benefits
- Hybrid working, 2 days per week at home, 3 days in the office
- Opportunity to attend industry events and trade shows
After this apprenticeship
- Completion of the apprenticeship does not guarantee future employment, and any further opportunity (if available) would be subject to business need and a separate recruitment decision
Ask a question
The contact for this apprenticeship is:
GINGER NUT MEDIA LIMITED
Dagmara Grudzinska
dagmara.grudzinska@oracdecor.com
01403 240 102
The reference code for this apprenticeship is VAC2000031467.
Apply now
Closes in 15 days (Friday 5 June 2026 at 11:59pm)