Customer Service Specialist Apprentice

EMPIRE HIRE GROUP LIMITED

47-49 Icknield Way (LU62JX)

Closes in 9 days (Monday 3 August 2026)

Posted on 21 July 2026

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Summary

Do you have a flair for customer service? This is an amazing opportunity to start your career with Empire Hire Group based in Dunstable.

Wage

£17,680 a year

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday 08:00 to 17:30.

42 hours 30 minutes a week

Start date

Monday 24 August 2026

Duration

1 year 3 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

Empire Hire Group is one of the fastest growing providers of short-term hire powered access, site security and tools in the UK. The company is headquartered in Dunstable, Bedfordshire but can rent the full range of equipment across all of England and Scotland. 
 
Empire Hire Group has a huge fleet of equipment available to hire including scissor lifts, boom lifts, push around pop ups, PECO/ECO lifts, material lifts, gas lifts, access towers, podiums, steps and combi ladders, secure site storage, pallet trucks and trolleys, pipe threading equipment and professional grade drills and saws. 
 
The company's powered access equipment is ideal for a wide range of applications, including construction, maintenance, and refurbishment. The range of access equipment available is perfect for working at heights of up to 20 meters. The push around pop ups is a great economical option for smaller jobs, and the PECO/ECO lifts are manual lifts that are perfect for budget-conscious customers. 
 
Role Purpose 

  • Provide exceptional customer service as the first point of contact for customers, handle enquiries, bookings, and administrative tasks to support smooth operations.
  • Develop foundational skills in customer service, office administration, and the equipment hire industry  

Key Responsibilities

  • You will respond to inbound calls, emails, and customer enquiries promptly and professionally. Process hires bookings, orders, and hire documentation accurately. Manage customer accounts and maintain up-to-date customer records. Use hire management software for contracts and customer information. Resolve customer queries and escalate complex issues when appropriate.
  • Liaise with operations, scheduling, and engineering teams to coordinate deliveries and collections. 

Where you'll work

Empire Hire Group
47-49 Icknield Way
LU62JX

Training

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

Training provider

BEDFORD 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

Level 2 Customer Service Practitioner.

Requirements

Essential qualifications

GCSE in:

  • English (grade 3/D)
  • maths (grade 3/D)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Able to work as part of a team
  • Attention to detail
  • Communication skills

Other requirements

Please consider your transport links to get to both the employers location and the college.
Candidates must attend an initial interview with a member of our Apprenticeship Recruitment Team if they meet the initial criteria as part of the recruitment process.
Only candidates who have fully completed the application will be considered.
Please be aware that the closing date is subject to change without prior notice.

About this employer

Tool Hire Company

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

Permanent role within customer service upon successful completion or progression to accounts management or sales.

Ask a question

The contact for this apprenticeship is:

BEDFORD COLLEGE

Phillipa Moodie

PMoodie@bedford.ac.uk

01234 291000

The reference code for this apprenticeship is VAC2000043616.

Apply now

Closes in 9 days (Monday 3 August 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.