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Customer Service Apprentice
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Customer Service Apprentice
Motability Operations Ltd is recruiting a Customer Service Apprentice to join our team on a full-time basis in Bristol. During this 15-month apprenticeship, you will gain hands-on experience, develop new skills, and contribute to a range of customer-focused teams. This role is full-time and office-based.
Wage: £24,479 a year
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, 8 am - 5 pm, 40 hours a week
Start date: Monday, 4 January 2027
Duration: 1 year and 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
You will start your apprenticeship in our Vehicle Licensing and Documentation team. Here you will learn about licensing all Motability Scheme vehicles, including registration, taxation, and administration processes, alongside the end-of-contract dispatch process. This is a manual and process-driven role.
You will then move to our Application Support team. Here you will support the application process and help manage the return of vehicles at the end of the contract. This is where you will begin taking calls.
You will spend three to four months in each team to understand how they positively impact the customer and dealer journey. These teams support the business from Monday to Friday, 8 am to 5 pm.
During this stage of your apprenticeship, you will:
- Make and receive telephone calls. Training will be provided
- Manage vehicle documentation before and after agreements
- Process manual dispatch within the vehicle documentation team
- Manage vehicles that have not been returned on time
- Support the correction of customer agreements
Once you have completed these placements, you will move into our Application Experience Team, working from 9 am to 5 pm. As part of our Customer Services department, you will support the application process for both car dealers and Motability Scheme customers. You will help deliver an excellent end-to-end service for our customers.
During this stage, you will:
- Take calls from customers and dealers
- Guide first-time customers through the application process
- Support existing customers back onto the Scheme
- Develop strong customer service skills
- Receive one-to-one coaching each month to support your development
You will build both personal and professional skills throughout this apprenticeship, giving you the opportunity to thrive in a customer service role.
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Where you'll work
410 Bristol Business Park
Bristol BS16 1EJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider: SOUTH GLOUCESTERSHIRE AND STROUD COLLEGE
Training course: Customer service practitioner (level 2)
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 summarizing language during face-to-face communications; and/or
- 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 organization’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 organization.
- Be able to organize yourself, prioritize your own workload/activity, and work to meet deadlines.
- Demonstrate patience and calmness.
- Show that 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
Alongside your role, you will enroll in Customer Service Level 2 with South Gloucestershire & Stroud College. You will spend 20% of your working time on off-the-job learning. The college will come to support you in your place of work, so no traveling to college is required.
Requirements
Essential qualifications
- GCSE in: English (grade 4/C and above)
- GCSE in: Maths (grade 4/C and above)
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
- Organisation skills
- Customer care skills
- Team working
- Initiative
- Non-judgemental
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Other requirements
- You will need or have the following:
- Basic computer skills
- Right to work in the UK
- To have not previously studied the course content for Customer Service Level 2
About this employer
We’re the company behind the Motability Scheme. We exist to deliver smart, sustainable solutions that improve our customers’ mobility in a fast-changing world. We’re the UK’s largest car leasing company and we help over 860,000 people get on the road. We employ over 1800 people, across London, Bristol, Edinburgh, and Coalville.
We know our people are key to our success, so we aim to create an environment that allows our employees to flourish. We look for highly motivated people with a combination of commercial sense and real enthusiasm to meet our customers' needs.
What we do
We lease a wide range of tailored mobility solutions to people who receive one of the Government’s qualifying mobility allowances. Our customers choose a car, Wheelchair Accessible Vehicle (WAV), scooter, or powered wheelchair that best suits their needs. We take care of their insurance, breakdown, servicing, and more, as part of our worry-free package.
At the end of the lease, our customers can exchange their vehicle for a brand-new model. Each year we sell and move around 200,000 cars. This makes us the largest supplier of single-source vehicles back into the used car market. The Scheme has been providing affordable, worry-free motoring for over 45 years.
We pride ourselves on delivering outstanding customer service, with an independent customer satisfaction rating of 9.4 out of 10.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
After completing your apprenticeship, we are keen to continue supporting your personal and professional development, working with you to build your skills and progress your career within the organization.
Ask a question
The contact for this apprenticeship is:
SOUTH GLOUCESTERSHIRE AND STROUD COLLEGE
Elaine Baillie
Elaine.baillie@sgscol.ac.uk
The reference code for this apprenticeship is VAC2000056639.
Apply now
Closes in 17 days (Monday, 19 October 2026 at 11:59 pm)
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