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Customer Service Expert Apprentice
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About the Role
We are looking for individuals who possess a unique blend of compassion, strong judgment, assessment skills, professionalism, and excellent time management skills.
What you'll do at work
- You should be confident in conducting challenging but effective conversations with customers.
- You are required to maintain multiple reviews simultaneously, varying by type and stage in the review process.
- You will be responsible for managing a designated caseload.
- You will be required to question customers in a curious and confident manner, whilst being considerate of potential sensitivities, asking appropriate follow up questions relevant to the uniqueness of the case as required to gather evidence.
- You should be able to review and compare multiple sources of information, including using reasoned judgment to assess contradictory pieces of evidence.
- Using guidance and policy, from time to time, you are required to capture a full understanding of a case, and where needed, using this to hand over cases to key stakeholders to take over the review.
- You should be able to engage with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills.
- At times you will be required to work collaboratively within your own team and with wider teams to support delivery outcome.
- You should be proactive in talking to relevant people to get advice and information when unsure how to proceed.
- You will be responsible for managing and conducting case reviews by following a structured process in adherence to all legal and policy requirements.
- You will decide what evidence is appropriate to request from customers as is required to confirm the validity of declarations, considering the uniqueness and context of each individual case.
- You will be accountable for planning and conducting robust interviews asking challenging questions to gather all relevant information; exercising judgment to tailor follow up questions specific to each individual case.
- Gathering, verifying and assessing all available information, and deciding on an appropriate course of action to identify incorrectness in each case is paramount.
- Presenting all information from the case review clearly and accurately.
- You will be required to record the progress of a case review on specific systems, including maintaining and retaining relevant evidence in an evidence file including redacting and annotating sensitive material when appropriate.
- From time to time contributing to feedback and lessons learned activity to shape and improve the service will be required.
- Responsible for own health, safety and welfare as well as being mindful of the wider team and surrounding colleagues.
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Where you'll work
38 Mosley Street
Manchester
M2 3AZ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
- Training provider: Penshaw View Training Limited
- 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
- 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.
Training schedule
A one week customer service training course on site, then induction training followed by a settling in period when you join your team. Once in post, apprenticeship training will commence, with a dedicated apprenticeship trainer whilst working.
More training information
The apprenticeship delivery will take place at the workplace, with monthly classroom sessions on a virtual basis. These sessions will be delivered on a 121 basis from a trainer and you will have set assignments/tasks to complete after every delivery session.
Essential qualifications
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- GCSE in:
- English (grade C/4)
- Maths (grade C/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
- Problem solving skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
The role you are applying for requires that you are vetted to Baseline Personnel Screening Standard (BPSS). If your application is successful, we will ask you to provide documents/evidence to allow us to perform the below checks:
- Identity check
- Nationality and Immigration Status (including the entitlement to undertake the work we are offering)
- Basic Criminal Records Check (including international criminal checks if you have lived outside the UK in the last 5 years)
- Employment/Academic History Check - for a period of three years leading up to your application.
We will require documented evidence of your three-year history such as employer/education references, payslips/P45s, other evidence of salary payments. If you had any gaps in work/education during this time, we will need evidence of what your activity was, e.g. travel, study, unemployment, volunteering etc. If your application is successful, we will provide you with a list of acceptable documents and how you can send them to us.
About this employer
TP is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, their customers, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
https://www.tp.com/en-us (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).
They will be an integral part of the DWP UCR contract as a Customer Service Expert.
The contact for this apprenticeship is:
Penshaw View Training Limited
Kay Fairbairn
kay.fairbairn@penshawview.co.uk
The reference code for this apprenticeship is VAC2000054051.
Closes in 29 days (Saturday 17 October 2026 at 11:59pm)
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