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Customer Service Practitioner Apprentice
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About the Role
An exciting opportunity that genuinely makes a difference to the lives of the applicants. NEC are cultivating an environment that is driven by training and development.
You will specialise in 1 of the following services:
- Local Welfare Provision
- HGV Levy
- Blue Badge
- Northgate Appeals Service
- Discount Review Service
Wage
- £15,600 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
- 12 months + 1 month assessment = 13 months
- Monday to Friday 9am to 5pm (Half a day college on a Thursday)
- 37 hours 30 minutes a week
Start Date
- Monday 14 September 2026
Duration
- 1 year 1 month
Positions Available
- 10
What You'll Do at Work
- Maintain excellent levels of attendance and punctuality
- Attend regular training and development sessions with an assigned mentor
- Maintain excellent levels of attendance, punctuality and quality of work with Hartlepool College of Further Education
- Ensure company policies and procedures are understood and adhered to
- Work with a dedicated apprentice mentor who will support and develop you throughout your apprenticeship
- Develop telephone and administrative skills whilst dealing with a range of applicants from across Europe
- A chance to become a well-rounded member of the team with training in: telephone duties, scanning, replying to emails, uploading documents, processing payments, liaising with appellants and assisting adjudicators in minor administrative functions
- The opportunity to provide meaningful support to the most vulnerable in society, allowing genuine gratification whilst honing your skills as a NEC SWS employee
- You will be afforded the opportunity to work alongside a diverse team of skilled advisors, presenting an exciting opportunity to learn from some of the best employees NECSWS has to offer
- You will be given the necessary training and development to distinguish yourself early in your career with NECSWS
- An opportunity to learn the fundamentals of becoming a successful employee within a large multi-national organisation
- A chance to work within and contribute to, a culture of success, driven by enthusiastic and ambitious employees
- An opportunity through hard work and commitment to move through the NECSWS Academy Scheme
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Where You'll Work
- Northgate House
- Lynne Street
- Hartlepool
- TS24 7BT
Training Provider
- HARTLEPOOL COLLEGE OF FURTHER EDUCATION
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.
Training Schedule
- Reporting to the Team Lead, you will be responsible for supporting the team to deliver the necessary activities involved in the administration of these services
- Full training, ongoing support and mentoring will be provided, and to develop your knowledge, there will be opportunities for you to work across our different services
- Training provided will be on the job training either remotely or in the Hartlepool office with a Senior member of the team
- Half a day college on a Thursday
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Essential Qualifications
- GCSE in:
- Maths and English (grade 4 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
- Problem solving skills
- Administrative skills
- Number skills
- Logical
- Team working
- Initiative
- Patience
Other Requirements
- Willingness to learn
- Training on relevant systems, processes and procedures are included
About Us
Come join us and make a difference in the world! NEC Software Solutions (part of global tech giant NEC Corporation). While you read this advertisement our software is helping to dispatch ambulances, support families, keep trains on the move.
Working with us, you will be helping our 3,000+ employees push the boundaries of what is possible and support amazing public services.
We work with Governments, hospitals, police forces, housing providers, local authorities and more.
- [http://www.necsws.com](opens in new tab)
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
Additional Information
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay opens in new tab.
- Once successful completion of the apprenticeship role, this might open future opportunities within NEC and our wide range of other services depending on various measures (role availability, performance etc).
Contact Information
The contact for this apprenticeship is:
- HARTLEPOOL COLLEGE OF FURTHER EDUCATION
The reference code for this apprenticeship is VAC2000047192.
Closes in 15 days (Thursday 27 August 2026 at 11:59pm)
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