Summary
As a Customer Service Apprentice, you'll support the administration and coordination of care services within the home. You'll be part of a welcoming and professional team, gaining real-world experience while working towards a nationally recognised qualification.
Wage
£14,722.50 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm. Entitled to 28 days holiday. DBS will be required for this role and 2 satisfactory references.
37 hours 30 minutes a week
Start date
Monday 13 October 2025
Duration
1 year
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
Key Responsibilities:
* Responding to telephone and email enquiries from families, staff, and professionals
* Scheduling care appointments and updating rotas using spreadsheets or software
* Greet visitors and handle general front-office duties
* Recording and maintaining confidential client information accurately
* Supporting care staff with administrative updates and communications
* Assisting in monitoring service feedback and helping address minor issues
* Learning about safeguarding, data protection, and customer service best practices
* Working closely with a mentor and completing coursework as part of your training
Where you'll work
Newbury Lane
Oldbury
B69 1HE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SANDWELL COLLEGE
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
* Delivered by Sandwell College
* Level 2 Customer Service Practitioner Apprenticeship Standard
* Training is workplace-based – no need to attend college
* Includes structured off-the-job learning (at least 20% of working hours)
* Regular support and reviews from your college tutor and workplace mentor
More training information
* GCSE maths and English at Grade 3 or Functional Skills level 1- essential
* Any additional qualifications or experience will be considered and may adapt your learning plan
Requirements
Essential qualifications
GCSE in:
Maths and English (grade 3)
Other in:
Maths and English (grade Level 1)
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
* Presentation skills
* Administrative skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Patience
* Physical fitness
Other requirements
Should you be successful you will be able to start employment as soon as we receive a satisfactory DBS and 2 satisfactory references.