Summary
Assist with daily processing of customer orders, ensuring clear communication on issues, resolving complaints efficiently, and coordinating with the warehouse for timely deliveries. Check sales invoice accuracy, allocate received payments per remittances, and report discrepancies.
Wage
£14,918.80 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Customer service specialist (level 3)
Hours
Monday to Friday, 9.00am - 5.00pm with a 30-minute paid lunch break.
37 hours 30 minutes a week
Start date
Monday 26 May 2025
Duration
1 year 3 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* Check and monitor the orders received throughout the day via API and EDI integrations
* Support with sales order processing as required
* Reports any issues to the Financial Controller
* Monitor customer portals for customer queries throughout the day, respond with the resolution for the tickets/issues for each customer and follows up
* Raise sales credit memo’s as required if a resolution is not achieved.
* Monitors & updates Customer Price Lists in the system whenever there is a change indicated by the sales team
* Ensures all the data input in the systems is accurate at all times.
* Allocate cash received to the customer invoices weekly, investigate and report any discrepancies
Where you’ll work
UNIT 8 NINE BRIDGES
VANGUARD WAY
BATTLEFIELD ENTERPRISE PARK
SHREWSBURY
SY1 3TG
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
SBC TRAINING LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* 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
* Working with customers/customer insights: 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
* Customer Service performance: 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
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
Customer Service Specialist Level 3.
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
Requirements
Desirable qualifications
GCSE in:
* English (grade 4)
* English (grade 4)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* Attention to detail
* Organisation skills
* Logical
* Team working
* Initiative
* Interpersonal skills