Summary
For our Customer Service Advisor Apprenticeship, we are looking for a friendly and enthusiastic person who will provide exceptional service for our customers and work as part of our Optics team. Based at our Guildford store, you will be supporting the Specsavers store director and managers, optometrists and dispensing opticians.
Wage
£14,722.50 to £23,809.50, depending on your age
National Minimum Wage
The pay may be negotiated and may rise after a probation period has been successfully completed.
Training course
Customer service practitioner (level 2)
Hours
Working hours are during store opening times and may include alternate weekend work. With a 45-minute lunch per day. Store opening times are: 8.30am to 7.00pm, Monday to Saturdays. 9.00am to 5.00pm, Sundays. 37.5 hours spread over four days per week
37 hours 30 minutes a week
Start date
Monday 13 October 2025
Duration
1 year 2 months
Positions available
2
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
* Meet and greet customers in store
* Book appointments using our online tools
* Ensure accurate information is taken
* Learn about how to deliver a seamless customer journey
* Perform pre-examination checks for patients
* Discuss best frame styles
* Discuss lens options and make recommendations based on optometrist advice
* Learn how to ‘dispense’ spectacles taking accurate facial and frame measurements
* Take payments on tills
* Fit spectacles, ensure vision is correct and customer leaves happy
* Perform repairs to spectacles
* Do basic problem solving with visual or fitting issues
* Learn about contact lenses, administration for Direct Debits
* Assist with the hearing part of the business making basic repairs
Where you'll work
23 Friary Street
Guildford
GU1 4EH
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WAVERLEY BOROUGH COUNCIL
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
* 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
Customer Service Practitioner Level 2.
Training can be delivered remotely or at the workplace every four weeks.
Requirements
Essential qualifications
GCSE in:
English & maths (grade A-C or 4-9 or equivalent)
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
* Team working
* Initiative