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Customer Service Apprentice
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Why Join us as a Customer Service Apprentice?
We are an award-winning retailer offering great career opportunities, with more than 70% of managers promoted internally. Be part of a growing business that values excellent customer service, teamwork and development. Plus, enjoy an early finish every Monday!
Wage
- £15,392 for your first year, then could increase depending on your age
- National Minimum Wage rate for apprentices
- Minimum wage rates (opens in new tab)
Training course
- Customer service practitioner (level 2)
Hours
- Monday: 8:30am - 2:00pm
- Tuesday - Friday: 8:30am - 5:00pm
- 37 hours a week
Start date
- Monday 24 August 2026
Duration
- 1 year
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
This apprenticeship is the perfect opportunity to begin your career in customer service within a fast-paced, growing business.
You will predominantly support customers via:
- Outbound customer calls
- Livechat (answering customer queries efficiently and professionally) in busy periods
- Email responses
- Supporting the wider Customer Experience team - we aim to call customers within 3 working hours and respond to emails within 1 working day, so organisation and prioritisation are key skills you will develop in this role
You’ll learn how to:
- Identify and assess customer needs
- Provide accurate, valid and complete information using the right systems
- Think creatively to resolve issues
- Build sustainable relationships and trust with customers
- Handle objections professionally and empathetically
- Work across departments to find the best solutions
You will also gain exposure to:
- Reporting and data entry
- Handling more complex queries (with support from senior team members)
- Supporting day-to-day tasks within the Customer Experience department
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This is a hands-on role where you’ll develop confidence, communication skills, and valuable workplace experience.
Where you'll work
Henson Cl, Bishop Auckland
DL14 6WA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BISHOP AUCKLAND COLLEGE
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.
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Training schedule
Customer Service Practitioner Level 2.
All delivered in the workplace with monthly assessor visits.
Requirements
Essential qualifications
- GCSE in:
- English (grade 9-4 / A*-C / Level 2)
- Maths (grade 9-4 / A*-C / Level 2)
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
- Problem solving skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
About this employer
Flooring Superstore (Connection Flooring Ltd) is an award-winning flooring retailer. Since launching online in 2012, we’ve gone from strength to strength and continue to grow year on year. Flooring Superstore is our main brand, offering a wide range of flooring solutions, while Direct Wood Flooring and Grass Direct specialise in wood flooring and artificial grass. As part of our continued growth and expansion plans for 2025 and beyond, we are looking for a Customer Service Apprentice to join our Head Office team in Bishop Auckland.
http://www.flooringsuperstore.com (opens in new tab)
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Full-time agent with natural business progression. Recent apprentice who passed has been promoted to team leader within 2 months!
Ask a question
The contact for this apprenticeship is:
BISHOP AUCKLAND COLLEGE
David Brough
david.brough@bacoll.ac.uk
01388 743164
The reference code for this apprenticeship is VAC2000043180.
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