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Apprentice Customer Service Advisor
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Apprentice Customer Service Advisor
ROWLINSON PACKAGING LIMITED
Nantwich (CW5 6BN)
Closes in 13 days (Thursday 22 October 2026 at 11:59pm)
Posted on 8 October 2026
Summary
We’re looking for a Customer Service Advisor to join a small friendly team where you won’t be treated as ‘just another number’ and the main focus is on quality of service, not quantity of calls.
Wage £16,224 to £25,775.88, depending on your age
National Minimum Wage Minimum wage rates (opens in new tab)
Training course Customer service specialist (level 3)
Hours Monday to Thursday, 8.00am - 5.00pm. Friday, 8.00am - 4.00pm. Including a one hour lunch break. 39 hours a week
Start date Thursday 5 November 2026
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
As a Customer Service Advisor for Rowlinson Packaging, you’ll take calls from customers both existing and potential and support them with product enquiries, delivery and account queries, and even order processing so the ability to manage multiple priorities in a varied customer service role is important. Strong communication skills are essential, as is the ability to work independently drawing on assistance from other parts of the business as needed.
Where you'll work
Rowlinson Packaging Limited
Green Lane Wardle
Nantwich CW5 6BN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider CHESHIRE COLLEGE - SOUTH & WEST
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
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- 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
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
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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
- 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
- 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
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
In-house training plus the candidate will follow a Level 3 Apprenticeship programme and study towards a Level 3 in Customer Service. This training will be structured and delivered online by Cheshire College - South & West. If the candidate does not hold GCSE grades A-C (9-4) or equivalent, they will be required to complete a Level 2 Functional Skill in the relevant subject.
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Requirements
Essential qualifications
GCSE in: English (grade 4/C)
Desirable qualifications
GCSE in: Maths (grade 4/C)
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
- Problem solving skills
- Logical
- Initiative
- Non judgemental
- Patience
About this employer
Rowlinson Packaging is a long established family run firm supplying bespoke packaging solutions to major manufacturers in the UK and abroad. With 90 years of manufacturing experience our products are constructed to the highest standard and from the finest materials available. Our products range from simple pallets for bulk transport, to highly complex crates with precise internal supports to accommodate the most advanced aerospace products. We deliver on our own fleet directly to customers from our site in Wardle, near Nantwich. We take our social and environmental responsibilities very seriously in terms of Carbon Footprint and responsible forest management, and as such all timber products can be FSC certified and are approved to the most recent BS:EN standards.
For further information please visit our website at: www.rowlinson.co.uk
Company benefits
- Competitive salary and benefits package depending on experience
- 23 days annual leave & bank holidays off
- Free tea and coffee every day
- Free on-site car-parking
- Friendly and supportive working environment
- The chance to be a part of a growing family owned business
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). The chance to be a part of a growing family owned business and further progression opportunities upon successful completion of the apprenticeship.
Ask a question
The contact for this apprenticeship is: CHESHIRE COLLEGE - SOUTH & WEST
Becky Smythe
becky.smythe@ccsw.ac.uk
The reference code for this apprenticeship is VAC2000057318.
Apply now
Closes in 13 days (Thursday 22 October 2026 at 11:59pm)
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