Overview
Kickstart Your Career with a Customer Experience Apprenticeship!
Join our Customer Experience team at our Doxford Contact Centre in Sunderland. This is more than just a job—it’s a chance to build a career, gain a nationally recognised qualification, and make a real impact on our customers’ experience.
What You’ll Gain
Through the Level 2 Customer Service Practitioner Apprenticeship, you’ll:
* Learn how to deliver exceptional customer service
* Develop skills in handling orders, payments, complaints, and providing guidance
* Build confidence in managing customer relationships and resolving conflicts
* Gain valuable experience in a fast-paced, supportive environment
What You’ll Do
As part of your role, you’ll:
* Complete all tasks required by the apprenticeship programme
* Provide a first-class customer experience across various channels
* Take ownership of customer issues and see them through to resolution
* Work proactively to anticipate customer needs
* Be a key part of a high-performing customer service team
* Work 1 in 4 Saturdays during certain months as part of shift patterns
Who We’re Looking For
This is an entry-level opportunity—no prior experience needed! We’re looking for individuals who are:
* Passionate about helping people and solving problems
* Great communicators with basic computer skills
* Eager to learn and grow in a customer-focused environment
* Reliable, flexible, and ready to work varied shifts
Eligibility
You must have achieved Level 1 (Grade G-D / 1-3) in English and Maths and have taken Level 2 (Grade C / 4 or higher) tests before completing the apprenticeship.
What You’ll Get
* Time to recharge: Generous annual leave (including bank holidays) + the option to buy more
* Support that grows with you: Dedicated mentor, career coaching, and a tight-knit graduate community
* Top-tier leadership training: Workshops, mentoring, and hands-on learning
* Wellbeing matters: Access to mental health support, healthcare apps, and more
* Perks you’ll love: Discounts on food, travel, days out, and more — plus a great pension and recognition schemes
Next Steps
Once you apply, you’ll receive an email with online assessments—complete them within 72 hours to move forward. If you don’t see the email, check your junk/spam folder or log into your Royal Mail account.
About Us
Royal Mail connects companies, customers and communities across the country, delivering a universal postal service to more than 30 million addresses. We are committed to inclusion and representing the diverse communities we serve. We especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted. For more information about Royal Mail Group and our values, please visit our site.
#J-18808-Ljbffr