Summary
A Customer Service Advisor handles enquiries, resolves issues, and ensures customer satisfaction through phone, email, or in-person interactions. The role requires strong communication, problem-solving and organisational skills, with a focus on building relationships and delivering excellent service.
Wage
£15,704 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Annual leave entitlement will be 22 days
Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 8.00am - 5.00pm (may include some Saturdays). Typical working week of 40 hours includes minimum required study allowance.
40 hours a week
Start date
Monday 23 March 2026
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
The role will involve:
* Communicating with customers via phone, email or in person
* Addressing customer needs
* Offering customer advice
* Processing customer orders and/or requests
* Maintaining accurate records of customer interactions
* Ensuring customer satisfaction
* Professionally handling customer complaints
Strong communication, problem-solving and organisational skills are essential, as well as the ability to work efficiently in a fast-paced environment while maintaining a positive attitude.
Please consider the following:
Key skills:
* Use IT systems
* Record and document production
* Decision making
* Interpersonal skills
* Communications
* Quality
* Planning and organisation
* Project management
Key knowledge:
* The organisation
* Value of their skills
* Stakeholders
* Relevant regulation
* Policies
* Business fundamentals
* Processes
* External environment factors
Key behaviours:
* Professionalism
* Personal qualities
* Managing performance
* Adaptability
* Responsibility
Where you'll work
Ashley Crescent
Southampton
Hampshire
SO19 9NA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
AUTO-ASSESS LIMITED
Training course
Customer service specialist (level 3)
What you'll learn
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
Training schedule
* You will be working towards Level 3 standard in Customer Service
* You will work alongside a mentor and our training partner who will work together to support and guide you through the training programme
* No college attendance is required as training will take place on site
Requirements
Essential qualifications
GCSE in:
* English (grade 4/C or above)
* Maths (grade 4/C 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
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Analytical skills
* Logical