Summary
As a Customer Support Apprentice, you will be the friendly and helpful first point of contact for our customers. You'll work alongside experienced team members to learn how to provide excellent customer service while developing your technical knowledge and problem-solving skills.
Wage
£14,918.80 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Customer service specialist (level 3)
Hours
Monday to Friday, 9.00am - 5.00pm, with a 30-minute paid lunch break.
37 hours 30 minutes a week
Start date
Monday 28 April 2025
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
* Answer customer queries via phone, email, and online portals
* Log and manage support tickets using our CRM and ticketing systems
* Assist in troubleshooting basic technical issues
* Escalate more complex queries to senior team members
* Keep customers updated throughout the resolution process
* Maintain accurate records of interactions and resolutions
* Support the wider team with administrative tasks when required
Where you’ll work
262 Monkmoor Road
Shrewsbury
SY2 5ST
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
SBC TRAINING LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
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
Your training plan
* An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
Requirements
Desirable qualifications
GCSE in:
* English (grade 4)
* Maths (grade 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
* IT skills
* Organisation skills
* Customer care skills
* Problem solving skills
* Team working
* Initiative