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Customer Service Apprenticeship
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About the Role
Hayley Dexis, the UK’s largest independent distributor of engineering products, is seeking a Customer Service Apprentice for our Bradford branch. Gain hands-on experience across trade counter, sales, and warehouse operations while building skills to deliver outstanding service and launch your career.
What You'll Do at Work
As a Customer Service Apprentice, you’ll gain hands-on experience across key areas of the branch, building the skills needed to deliver excellent service to our customers. You will rotate through:
- Trade Counter – supporting and serving customers face-to-face
- Internal Sales / Office – handling calls, emails, and customer enquiries
- Warehouse Operations – understanding stock, order fulfilment, and logistics
This well-rounded approach ensures you develop a strong understanding of both our products and how we support customers from enquiry through to delivery.
Where You'll Work
1-2 Newhall Nano Park
Bradford
BD5 8FJ
Training
Training Provider
LEARNING CURVE GROUP LIMITED
Training Course
Customer service specialist (level 3)
Understanding Apprenticeship Levels
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What You'll Learn
Course Contents
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Business Focused Service Delivery:
- Demonstrate a continuous improvement and future focused 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
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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
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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
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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
Apprentice Journey & Delivery
The Level 3 programme runs over 13 months, combining structured learning with on-the-job experience. It follows a monthly learning plan, building knowledge, skills and behaviours, with at least 187 hours of off-the-job training and a blended delivery model (online, workshops and workplace learning).
Assessment & Progression
Learners move through a gateway stage before completing an End-Point Assessment, including a knowledge test, observation, professional discussion and project to demonstrate competence.
Support
Apprentices receive dedicated support from a Vocational Skills Coach, alongside access to online resources, mentoring and regular guidance throughout their programme.
Desirable Qualifications
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- GCSE in:
- any other subjects (grade 4)
- any other subjects (grade 4)
- any other subjects (grade 4)
- English (grade 4)
- Maths (grade 4)
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
About Us
DEXIS in the UK is represented by an interconnected network of established companies servicing a wide range of industry sectors with their engineering components, consumables, personal protective equipment, and related support services.
The largest of those being HAYLEY DEXIS with a history spanning five decades and over 50 branches across the UK. HAYLEY 247 DEXIS offering round the clock reactive, planned, and predictive maintenance services. To WMH TRANSMISSIONS DEXIS, specialising in linear bearing solutions and the latest collaborative robot technologies. Through to LAMOND & MURRAY DEXIS with a pedigree spanning over 100 years of gear manufacture. In all a partnership of interconnecting business that creates a unique product and service offer in the UK industrial supply sector.
The strategy of DEXIS in the UK is to focus on delivering value for customers, by continuing to facilitate innovation and product availability from leading manufacturers, empowering our people to drive forward unrivalled customer service, and retain the best people in the industry to deliver on our promises.
Your Earnings
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Progression
Following successful completion, there may be the opportunity to progress into a Customer Service or Internal Sales role. There are various opportunities to develop and progress within the group.
Contact
The contact for this apprenticeship is:
- HAYLEY GROUP LIMITED
- Joanne Reynolds
- joanne.reynolds@hayley-group.co.uk
- 07483 720389
The reference code for this apprenticeship is VAC2000052510.
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