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Customer Service Support apprentice
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Job Description
Responsible for delivering excellent customer service as the main contact for customers, drivers and internal teams. Handles enquiries, delivery bookings and tracking, resolves issues, provides updates, maintains accurate records, and works with planners, warehouse staff and drivers to ensure efficient operations and customer satisfaction.
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 as the main point of contact for customers, drivers, and internal teams.
- Manage customer enquiries and provide timely, professional responses.
- Book, monitor, and track deliveries to ensure service requirements are met.
- Resolve customer and transport-related issues efficiently and effectively.
- Communicate delivery and transport updates to customers and stakeholders.
- Maintain accurate transport records and documentation.
- Liaise with transport planners, warehouse teams, and drivers to coordinate operations.
- Support the smooth and efficient running of daily transport activities.
- Ensure customer expectations are met while maintaining service excellence.
- Take a proactive approach to problem-solving in a fast-paced environment.
Where you'll work
Europort Distribution Centre
Altofts Lane
Castleford
West Yorkshire
WF10 5PZ
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
HEART OF YORKSHIRE EDUCATION GROUP
Training course
Customer service specialist (level 3)
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What you'll learn
Course contents
- 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 organisation's needs as well as the customer requirements.
- 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.
- 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.
- 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.
- 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.
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Training schedule
The L3 Customer Service Specialist will be delivered in the workplace by the Heart of Yorkshire Education Group.
Essential qualifications
- GCSE in:
- 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.
About this employer
Our family-owned business is built around service and reliability, giving customers the confidence they’re looking for in a logistics partner. From our state-of-the-art distribution, warehousing and training facilities in West Yorkshire, our extensive fleet of vehicles operates a UK-wide service and a valuable link to Europe.
https://www.viamaster.co.uk (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). Opportunity to become a permanent member of staff.
Ask a question
The contact for this apprenticeship is:
HEART OF YORKSHIRE EDUCATION GROUP
Vicky
Vicky@viamaster.co.uk
The reference code for this apprenticeship is VAC2000055299.
Apply now
Closes in 21 days (Friday 16 October 2026 at 11:59pm)
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