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Customer Service Apprenticeship
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Kick Start Your Career with The Calls Warehouse in MediaCity
Customer Service Apprentice
Gain hands-on experience supporting customers, handling enquiries, using CRM systems, and developing valuable communication skills while working towards a recognised qualification. A fantastic opportunity to learn, grow, and build a long-term career.
Duties
- Carry out customer health checks for existing customers
- Provide advice, support, and solutions to customer queries
- Answer inbound customer calls and gather detailed information
- Deliver excellent aftercare support to existing customers
- Manage customer expectations and maintain high levels of customer satisfaction
- Use AI tools to gather information and update customer records and spreadsheets
- Complete customer surveys with prospective new customers over the phone
- Use CRM systems and other internal software to record and manage customer information
- Build strong relationships with customers through effective questioning, listening, and communication
- Identify customer needs and requirements
- Gather and qualify information from prospective customers
- Pass qualified leads to Account Managers for follow-up and sales closure
- Support a range of business projects and administrative activities
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Apprenticeship Training
- 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.
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- 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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Qualifications
- GCSE in:
- Maths & English (grade 3 - 9 / A* - D)
- Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Interview Dates
- Proposed interview dates: 28th, 29th, 30th September
About The Calls Warehouse
The Calls Warehouse has been trading as an independent Telecommunications provider since 2014. We are a small business focusing on Broadband, VoIP/Cloud Phones, Gas & Electricity, Mobile Sim cards for Business customers based in the UK. We have an existing client base of over 1200 customers. We are a small company that believes people are the most important part of any business, whether that be employees or customers - no one is just a number!
Benefits
- Luxurious offices
- Free tea/coffee, fruit, incentives
- 10% discount at in-house cafe
- Discounts in various restaurants within MediaCity
- In-house events
Earnings
Your earnings can increase over time with an apprenticeship. Once completed Level 2 to then complete Level 3, with a full-time position for the right candidate once Level 2 & Level 3 completed.
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