Summary
An exciting opportunity to join our company that is experiencing significant growth with offices in Worcester. This is a chance to become part of a dynamic and expanding team with multiple opportunities for progression within the company beyond the initial apprenticeship.
Wage
£18,000 a year
Training course
Customer service practitioner (level 2)
Hours
8.00am - 5.00pm Monday, Tuesday, Wednesday, Thursday and 8.00am - 4.00pm Friday, including 1 hour lunch break unpaid.
39 hours a week
Start date
Monday 4 August 2025
Duration
1 year 4 months
Positions available
5
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
To effectively achieve the following core responsibilities of the Contact Centre:
* Handling all relevant customer interactions, through phone, email and live chat, which includes booking appointments for maintenance and repairs.
* Resolving customer queries and complaints
* Remote troubleshooting, utilising problem-solving skills and persuasive communication.
* Capturing, maintaining, and ensuring the quality of customer data within our databases.
* To have contact with internal and external customers.
* Collaborating within your team and other supporting departments to ensure outstanding customer service and enhance networking.
* To provide ‘World Class’ Customer Service by identifying needs, offering solutions, and resolving queries efficiently.
* To work in line with our company vision “Warming lives, protecting our future".
* Participate in training and development activities to enhance your skills and knowledge.
* Follow company policies and procedures to maintain service quality and compliance.
Where you’ll work
Cotswold Way
Warndon
Worcester
WR4 9SW
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED
Your training course
Customer service practitioner (level 2)
Equal to GCSE
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.
Your training plan
Formal training is delivered at HWGTA, located in Worcester (WR4 9GN).
You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.
Additional training for functional skills in English and maths will be undertaken if needed.
You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and well-being, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Level 2 Customer Service qualification.
There is also a five-day teambuilding residential trip that is held in the spring of each year.
Requirements
Essential qualifications
GCSE or equivalent in:
* English (grade 9-4/A*-C)
* Maths (grade 9-4/A*-C)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Problem solving skills
* Team working
* Initiative
* Written skills
* Numeric skills
* Forward thinking
* Ability to work under pressure
* Flexibility
* Punctuality
* Excellent attendance
* Customer orientated
* Reliable
* Dedicated
* Self motivated
Other requirements
We reserve the right to close this vacancy at any time, hence we encourage candidates to submit their applications as soon as possible.