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Apprentice Customer Service Agent
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Join Panda London, an award-winning sustainable homeware brand, as an Apprentice Customer Service Agent
You'll learn how to deliver excellent customer service, support customers with their enquiries, and develop valuable workplace skills while working towards a nationally recognised qualification.
Wage
£18,000 a year
Minimum wage rates
Training course
Customer service practitioner (level 2)
Hours
- Monday- Thursday office based, Fridays work from home.
- 37 hours 30 minutes a week
Start date
Monday 5 October 2026
Duration
1 year 3 months
Positions available
1
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
Panda London is based in Hendon, a short walk from Hendon Central Station. Our team of customer service agents is based in Serbia or the UK. During your initial training, this role requires working four days per week in our Hendon office and one day from home. You will work alongside two UK team members and closely partner with the wider operations team to resolve customer queries.
Job Summary:
To provide friendly, timely and accurate customer service across phone, email and social media and live chat, taking ownership of enquiries through to resolution and delivering a level of service that reflects Panda London’s premium products and brand values.
Key Responsibilities & duties:
- Recording customer interactions accurately in our systems and taking ownership of enquiries through to resolution within the agreed service level agreement
- Keeping customers updated and escalating complaints or more complex cases appropriately
- Liaising with the warehouse, delivery partners and retail/marketplace partners to resolve issues
- Following the relevant refund, returns, warranty, data-protection and confidentiality procedures
- Identifying recurring customer feedback and sharing it with the wider team to help improve products and processes
Where you'll work
UNIT 26
GARRICK INDUSTRIAL CENTRE
IRVING WAY
THE HYDE
NW9 6AQ
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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Training provider
LEARNING SKILLS PARTNERSHIP LTD
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
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.
Training schedule
As part of your Apprenticeship, you will be enrolled onto a nationally recognised Level 2 Customer Service Practitioner via our training partner, Learning Skills Partnership. Your Apprenticeship typically takes 15 months to complete and is fully supported through work-based learning, this means that all training is done at the workplace eliminating the need to attend college. The successful candidate will be allocated a tutor who will provide a mixture of interactive online group teaching and 1-1 training monthly.
Essential qualifications
GCSE in:
- English (grade 4/C)
- 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.
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Skills
- Communication skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Logical
- Team working
- Initiative
About this employer
Back in 2015 when we set up Panda, manufacturing luxury homeware products often involved animals and damaging the environment. So our mission was simple — to design and craft revolutionary new products that feel incredible without costing the earth. We needed to find a material as soft as Egyptian cotton. We also needed a duvet filling as light and fluffy as duck or goose down. Both had to be eco-friendly to source, manufacture and recycle. Having searched all over the world, in the forests of South East Asia, we found it...Bamboo.
Sensuously soft, anti-bacterial and hypoallergenic. Highly breathable to keep you cool in the summer and warm in the winter, bamboo fabric has outstanding natural properties. Apply the latest Panda technology, innovation and meticulous design and you have the most seriously sumptuous bedding and homeware you can buy — better, even, than the traditional alternatives we set out to match!
The world's most luxurious experience for your home, through the pioneering use of bamboo, the world's most eco-friendly material. That's the Panda promise.
https://shorturl.at/jhZxD (opens in new tab)
Company benefits
- 28 days holiday (incl Bank holidays)
- Birthday day off
- Cycle to work
- Pension, Perk Box (discount and rewards on high street / online shops)
- 40% discount on products
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
This is a fantastic opening to apply for permanent employment upon completion of the Apprenticeship.
The contact for this apprenticeship is:
LEARNING SKILLS PARTNERSHIP LTD
Holly Parkinson
holly.parkinson@learningskillspartnership.com
The reference code for this apprenticeship is VAC2000050400.
Closes in 17 days (Monday 21 September 2026)
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