Apprentice Customer Service

Cowries Mart

Linconshire (DN21 2DD)

Closes in 13 days (Tuesday 3 November 2026 at 11:59pm)

Posted on 20 October 2026

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Summary

Develop customer service skills at Cowries Mart, Gainsborough. Learn specialist grocery products, handle till transactions, support WhatsApp and Shopify orders, and keep stock and displays organised. Includes workplace mentoring and paid apprenticeship training.

Wage

£12,480 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Minimum wage rates (opens in new tab)

Applicable statutory apprentice minimum, currently £8.00 per hour where eligible. At 30 paid hours: £240 per week; starting annual equivalent £12,480 at the current rate over 52 weeks. Review when statutory rates change and apply the age-based minimum for apprentices aged 19 or over after their first apprenticeship year. Paid training is included. No bonus or commission agreed.

Training course
Customer service practitioner (level 2)
Hours
30 paid hours per week, including training. At least one day alongside Gabriel each week, with experienced support planned on his off days. Exact shop shifts and college timetable to be agreed.

30 hours a week

Start date

Thursday 7 January 2027

Duration

1 year 6 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

Duties will include:

  • Welcome customers, identify their needs and answer in-store, telephone and digital enquiries
  • Process till payments and receipts accurately and follow cash-handling procedures
  • Learn specialist African and Asian grocery names, pronunciation and culinary uses, using verified product information
  • Check and rotate stock, maintain price labels and displays, and report shortages or discrepancies
  • Support WhatsApp and Shopify orders, availability checks, order preparation and collection enquiries
  • Record feedback, resolve routine issues within agreed authority and refer complaints to the Director
  • Follow food safety, health and safety and data-protection procedures

Applicants from all ethnic and cultural backgrounds are welcome. Selection is based on relevant skills, suitability and willingness to learn. Product training will be provided.

Where you'll work

47
Lord Street
Gainsborough
Linconshire
DN21 2DD

Training

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

Training provider

LINCOLN 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

  • The successful candidate will work towards achieving their Apprenticeship Standard in Customer Service Level 2
  • A dedicated work-based trainer will be assigned to the candidate to provide them with support and guidance throughout the course
  • This is a predominantly work-based programme with College attendance required once a month
  • All learning will take place at the candidate's place of employment/College and within their contracted working hours

More training information

Course outline:
https://skillsengland.education.gov.uk/apprenticeship-standards/st0072-v1-1

Requirements

Desirable qualifications

GCSE in:

English and Maths (grade A*/9 – C/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
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Number skills
  • Team working
  • Initiative
  • Non judgemental
  • Patience

Other requirements

Shop work includes standing, stocking shelves and safe handling of goods, with appropriate support.

Delivery duties and any driving requirements are not included as confirmed requirements for this customer-service form.

First appointment target: November 2026, subject to College intake, eligibility and onboarding. If this is the later appointment, the start is planned a few months after the first and the exact date is to be agreed.

About this employer

Cowries Group Ltd trades as Cowries Mart, a specialist grocery retailer in Gainsborough. Around 80% of the current food range is African and Asian. The company supports in-store sales, WhatsApp and Shopify orders, and local business relationships. The business is also supported by a partner and volunteers.

After this apprenticeship

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

  • Possible progression into retail customer service, digital order support or further relevant training, subject to performance and business needs

Ask a question

The contact for this apprenticeship is:

LINCOLN COLLEGE

Kateryna Shevchenko

apprenticeships@lincolncollege.ac.uk

The reference code for this apprenticeship is VAC2000060036.

Apply now

Closes in 13 days (Tuesday 3 November 2026 at 11:59pm)