Summary
If you're looking for an opportunity to kick-start your career with a large successful business, this could be the perfect role for you. Aspire Learning EXperience (ALEX) is our award-winning apprenticeship programme delivered by learning & development specialists who will support and challenge you to achieve your potential, every step of the way.
Wage
£13,741 a year
Our salary offers the right candidate the opportunity to earn over £260 per week with the additional opportunity to earn bonus payments for achieving certain performance indicators
Training course
Customer service practitioner (level 2)
Hours
You'll join your colleagues during core business hours, Monday - Friday, 9am - 5pm.
35 hours a week
Start date
Monday 8 September 2025
Duration
1 year
Positions available
6
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
* In this role, you’ll be using the latest contact centre technology to give you the confidence and skills to assist our customers and clients
* You’ll deliver an excellent level of customer service, communicating with customers using various methods, including webchat, email, SMS and via telephone
* Capture key information, assisting you in helping our customers with their queries and requests
* Providing a first point of contact for our customers via telephone, web chat, SMS or email into our Contact Centre
* Accurately capturing customer details whilst being professional and calm at all times
* Identifying customer needs and promoting the range of glass repair/ replacement services available
* Participating in regular teaching and learning activities with our dedicated ALEX apprenticeship team
* Adhering to our company's EFFORT Values, Treating Customers Fairly (TCF), Financial Conduct Authority (FCA) Consumer Duty and Data Protection Regulations
Where you’ll work
Britannia House
Storforth Lane,
Chesterfield,
Derbyshire,
S40 2UZ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
E.J.MARKHAM & SON 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
During the apprenticeship, 20% of your time will be spent with our dedicated internal Talent Development Team and/or studying towards your Level 2 Customer Service Practitioner apprenticeship standard. Training will take place at your normal office location, and you will have regular time scheduled into your calendar each week with full support to complete learning activities.
Your training will be delivered in a blended format and includes regular face-to-face workshops, webinars, practical learning activities and the opportunity to practice new skills with your trainer.
Additionally, you will participate in a series of Personal Effectiveness courses over the 12-month period, including Project Management Skills, Managing your Money and Career Mapping to support your own personal and professional development goals.
As part of a team of apprentices, you will have the opportunity to own a high-profile business project that will provide you with the perfect chance to showcase your knowledge and put new skills into practice.
Requirements
Desirable qualifications
GCSE in:
* English (grade 9-4)
* Maths (grade 9-4)
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
* Attention to detail
* Organisation skills
* Problem solving skills
* Team working
* Creative
* Initiative
* Patience