Summary
A unique opportunity has arisen for an enthusiastic customer service apprentice to join us at East Suffolk Services Limited, we’re a new, growing organisation full of energy, ambition, and purpose. As part of our team, you’ll play an important role in helping us shape high-quality, efficient services that people rely on every single day.
Wage
£16,340 a year
Salary Year 2 £22,070
Training course
Customer service practitioner (level 2)
Hours
Working days and hours to be agreed.
37 hours a week
Start date
Monday 15 September 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
* Deliver an outstanding customer experience by providing advice and resolving customer queries
* Resolving any and all customer queries
* Communicating with customers via telephone and email and sometimes face to face
* Liaising with all services and departments within the council
Where you'll work
Station Road
Woodbridge
IP12 1RT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
STAFF SELECT LTD
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 apprenticeship standard
* You will have all training in the workplace delivered by qualified coaches who will visit you every 4-6 weeks
* 20% off the job training will be provided by the employer
* English and maths functional skills level 2 if required
Requirements
Essential qualifications
GCSE in:
* English (grade 4 or above)
* Maths (grade 4 or above)
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
* Organisation skills
* Customer care skills
* Team working
Other requirements
Candidate needs to be confident when using the telephone as this is a key part of the role.