Group 1 Volkswagen Macclesfield Service Advisor Apprenticeship

Our Customer Service Advisors are the main point of contact for customers when their vehicles are with us for maintenance or repair. We are looking for passionate, enthusiastic apprentices to join our team and help us to deliver a customer service experience that will delight our customers and encourage their continued loyalty.

Requirements

• Enthusiasm and willingness to learn
• Teamwork
• Strong communication
• Customer service
• GCSE in: English (grade 9 – 4 (A – C))
• GCSE in: Maths (grade 9 – 4 (A – C))
• GCSE in: Other Subject (grade 9 – 4 (A – C))
• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• The latest information on the Apprentice National Minimum Wage can be found at https://www.gov.uk/become-apprentice/pay-and-conditions

Responsibilities

• Arranging bookings and appointments
• Talking to customers both face to face and on the phone
• Communicating with the customer throughout the time that their vehicle is with us
• Completion of relevant paperwork for customer service and centre records
• Preparation of invoices
• Processing of warranty claims
• Liaison with all the relevant departments including workshop and management to deliver an amazing customer experience
• Assisting with the sale of accessories and service plans

Benefits

• Wage: £16,640 for your first year, then could increase depending on your age (National Minimum Wage rate for apprentices. Minimum wage rates (opens in new tab))
• Start date: Tuesday 1 September 2026
• Duration: 1 year
• Training course: Customer service practitioner (level 2)
• Hours: Monday- Friday, 08:30- 17:30. Possibility of Saturday workings and/or shifts. Working week will be confirmed on application. (40 hours a week)
• What you'll learn:
  • 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.
• Training Schedule: Training will be delivered using a combination of virtual classroom remote learning and face-to-face block release weeks at our state-of-the-art training centre. Successful applicants must be prepared to travel to the Volkswagen Group National Learning Centre in Milton Keynes to complete their apprenticeship training. All training-related costs are fully covered as part of the programme, including travel, accommodation, and meals.
• Upon successful completion:
  • Level 2 Customer Service Practitioner Standard
  • Brand specific certifications
• Future Earning Potential: Once qualified, the earning potential for a Customer Service Assistant is between £20,000 and £30,000. Some apprentices have gone on to become team leaders and managers within the retail network or even joined Head Office.