Customer Service Apprentice
PREMIER EDUCATION GROUP LIMITED
Attleborough (NR17 1EJ)
Closes in 8 days (Saturday 31 October 2026)
Posted on 22 October 2026
Contents
Summary
Start your career in customer service with a Level 3 apprenticeship. Help parents with bookings and payments for our after-school clubs, holiday clubs and wraparound care. You’ll get full training, a mentor from day one and a four-day week.
- Wage
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£15,600 a year
Minimum wage rates (opens in new tab)
£10 an hour in your first year. From month 13 you’ll be paid at least the National Minimum Wage for your age. Your pay rises when you complete your apprenticeship.
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday to Thursday (to be confirmed against the team rota), 8.30am to 5.00pm with a one-hour unpaid lunch break. Hybrid: at least half your working time in our Shropham office, the rest from home.
30 hours a week
- Start date
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Monday 30 November 2026
- Duration
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1 year 3 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
Every problem you solve helps a child get to their after-school club, holiday club or wraparound care.
You’ll be one of the first people parents speak to when they need help. You’ll answer their calls and emails and put things right quickly and kindly. You’ll join a friendly Customer Solutions team of three and be part of our wider customer team, alongside marketing and lead generation.
Your day-to-day will include:
- Answering calls and emails from parents, schools and franchisees, using HubSpot
- Helping parents with bookings, changes, cancellations and refunds, following our policies
- Updating bookings in our booking system and processing refunds in Stripe
- Explaining childcare vouchers, Tax-Free Childcare and other payment schemes clearly
- Helping parents use our booking app and Family Portal, and reporting anything that isn’t working
- Replying to online reviews and logging complaints so they’re followed up
- Passing anything sensitive, such as safeguarding or legal matters, to the right person straight away
- Keeping clear, accurate notes on your calls and emails
- Supporting the marketing and lead generation teams when Customer Solutions is quieter
The work has a rhythm. September and January are our busiest months and Mondays are our busiest day, so the pace changes through the year.
Where you'll work
The Old Apple Store
Shropham
Attleborough
NR17 1EJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
THE EDUCATIONWISE ACADEMY LTD
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
You’ll work towards a Level 3 Customer Service Specialist qualification with Educationwise Academy, rated Outstanding by Ofsted. It takes about 15 months and is fully funded.
All your training happens during your paid working hours. We plan most of it for our quieter weeks, so you’re free to help parents when we’re busiest. An experienced member of the team will mentor you from day one, and you’ll have monthly one-to-ones with your manager.
If you don’t yet have GCSE English and maths at grade 4/C or above, we’ll support you to work towards them where needed.
Requirements
Desirable qualifications
GCSE in:
- English (grade Grade 4 (C) or above)
- Maths (grade Grade 4 (C) or above)
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
- Customer care skills
- Team working
- Patience
- Telephone manner
- Willingness to learn
Other requirements
Other things to consider:
- You’ll need your own transport to get to our office in Shropham, Norfolk, and a quiet space at home with reliable internet.
- You’ll need to be able to work Monday to Thursday and take your holidays outside September and January.
- Any offer is subject to references and an enhanced DBS check.
About this employer
Premier Education is the UK’s largest school sport franchisor. We started in Norfolk in 1999 and we’re still based here. Through our franchise network we run PE, after-school clubs, holiday camps and wraparound care in more than 1,500 primary schools, supporting around 240,000 children a year.
Our purpose is simple: every child deserves to be happy, active and included.
https://www.premier-education.com/ (opens in new tab)
Company benefits
Company benefits:
- Four-day week with Fridays off
- Hybrid working
- Workplace pension
- Paid holiday, pro rata
- Personal development plan with a weekly learning hour
- Company events run by our Health and Wellbeing committee
- Lunch basics, snacks and drinks in the office
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
This is a permanent role, so you’ll have a job when you finish your apprenticeship, with a pay rise. You can then grow into a more senior customer role. Your own personal development plan, including a weekly learning hour, will help you get there.
We believe in growing our own people. Will Baker, who you’ll report to, started at Premier Education as an apprentice ten years ago. Today he leads our marketing, lead generation and Customer Solutions teams.
Ask a question
The contact for this apprenticeship is:
PREMIER EDUCATION GROUP LIMITED
Marianne Goodman
mgoodman@premier-education.com
01953528035
The reference code for this apprenticeship is VAC2000060598.
Apply now
Closes in 8 days (Saturday 31 October 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.