Summary
We are looking for a proactive and customer-focused Customer Service Administrator to join our team. You will be the first point of contact, providing support over the phone, via email and through our job management system. This role is crucial in ensuring customer queries are handled efficiently and directed to the right department for resolution.
Wage
£15,704 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Based on the apprentice wage £7.55 per hour
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday. 08:30 - 17:00 (30 minute lunch break per day).
40 hours a week
Start date
Monday 10 November 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
* Answer incoming customer calls, resolving basic issues where possible and transferring queries to the appropriate department.
* Manage internal mailboxes by responding to customer queries promptly and liaising with relevant teams to achieve the right outcome.
* Monitor and manage the customer job management system, resolving first-line issues and escalating more complex cases as required.
* Maintain accurate records of customer interactions and ensure issues are followed through to resolution.
* Deliver excellent customer service by handling all interactions professionally, empathetically, and efficiently.
* Support with general administrative tasks as required to ensure smooth team operations.
* Assist in preparing and processing customer orders to ensure accuracy and timely delivery
Where you'll work
UNIT 9 RAC TRADING ADDRESS
PARK ROAD
FARINGDON
SN7 7BP
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
NEW COLLEGE SWINDON
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
On the job training will be given by both the employer and the training provider New College Swindon as outlined in the apprenticeship standard.
Requirements
Essential qualifications
GCSE in:
maths and English (grade level 1 pass or 2/E)
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
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental