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Customer Service Assistant Apprentice
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Customer Service Assistant Apprentice
One Sports Warehouse, a specialist hockey retailer based in Chester-le-Street, are looking for an enthusiastic and motivated Customer Service Assistant Apprentice to join our team. This is a varied and hands-on role combining customer service, retail, and operational support within a fast-paced sporting environment.
Wage
- £15,392 for your first year, then could increase depending on your age
- National Minimum Wage rate for apprentices
Training Course
- Customer service practitioner (level 2)
Hours
- Monday- Friday (09.00- 17.00)
- 37 hours a week
Start Date
- Monday 26 October 2026
Duration
- 1 year
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
- Deliver excellent customer service in person, over the phone, and via email
- Assist customers with product advice, sizing, and hockey equipment recommendations
- Process customer orders, returns, exchanges, and enquiries efficiently
- Build positive relationships with customers and maintain a professional manner at all times
- Resolve customer issues and escalate where necessary
- Maintain accurate customer and order records
- Replenish stock and maintain high visual merchandising standards
- Keep the shop clean, organised, and welcoming
- Support promotional events, teamwear fittings, and busy retail periods
- Accurately pick, pack, and dispatch customer orders to ensure a fast and reliable delivery experience
- Take pride in preparing orders carefully and professionally to maintain high customer satisfaction
- Support the timely processing of online and telephone orders, helping customers receive their equipment when they need it
- Assist with customer collections and help ensure orders are ready and accurate
- Work closely with the customer service and retail teams to resolve stock queries and fulfil customer needs efficiently
- Help maintain organised stock systems to ensure products are easy to locate and available for customers
- Assist with stock deliveries and inventory checks to support product availability and service standards
- Contribute to a smooth and efficient operation that delivers a positive experience for every customer
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Where You'll Work
UNIT 5B
DRUM INDUSTRIAL ESTATE
CHESTER LE STREET
ENGLAND
DH2 1AG
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
- EAST DURHAM 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 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
- Training will take place 5 x days per at the workplace with regular visits from the trainer coach for reviews/setting assignments
Essential Qualifications
- GCSE in:
- English (grade 3 or above)
- Maths (grade 3 or 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
- Administrative skills
- Number skills
- Team working
- Initiative
- Interest in sport and hockey
About This Employer
One Sports Warehouse is a specialist hockey retailer passionate about delivering outstanding service and expert advice to hockey players, clubs, schools, and coaches across the UK. We are a growing family business with a strong community focus and a genuine passion for the sport.
https://one-sports-warehouse.com/
Company Benefits
- Staff discounts on hockey equipment and apparel
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
- Potential full-time employment upon successful completion of the apprenticeship
Contact
- The contact for this apprenticeship is: EAST DURHAM COLLEGE
- Adam Heslop
- adam.heslop@eastdurham.ac.uk
- 01915185589
The reference code for this apprenticeship is VAC2000054545.
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