Summary
Level up your skills through our Customer Service Specialist apprenticeship, where you will deliver a high level of service in line with The Nock Deighton Way, while supporting the day-to-day running of a busy estate agency office.
Wage
£13,741 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Customer service specialist (level 3)
Hours
Mondays to Fridays between 9:00am and 5:00pm and potentially 1 in 2 Saturdays between 9:00am and 1:00pm.
35 hours a week
Start date
Friday 20 February 2026
Duration
1 year 3 months
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 successful apprentice will be responsible for:
* Maintaining a professional and welcoming approach when dealing with clients, customers, and members of the public, ensuring all visitors are greeted promptly.
* Promoting a positive company image by keeping the office environment neat, clean, and tidy.
* Answering incoming telephone calls promptly and courteously.
* Providing high-quality clerical and administrative support to the team.
* Managing the booking and cancellation of appointments using manual and computerised systems.
* Producing correspondence and documents using Email, Microsoft Word, and the company CRM system.
* Ensuring office equipment is in good working order and reporting any issues promptly.
* Understanding and adhering to company and departmental standards, policies, and procedures.
* Maintaining strict confidentiality regarding company, employee, and client information.
* Undertaking any additional duties as required to support the smooth running of the office.
Where you'll work
James Preston House
Waterloo St
Kidderminster
West Midlands
DY11 7FQ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SBC TRAINING 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 completing the Level 3 Customer Service Specialist Apprenticeship Standard with SBC Training, Shrewsbury. This apprenticeship is designed to equip you with the core skills and knowledge needed to succeed in any business environment. The programme is delivered through a blended learning approach, combining online, anytime learning with expert-led classroom sessions covering all essential topics.
Requirements
Desirable qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
* Communication skills
* Organisation skills
* Customer care skills
* Team working
Other requirements
A full driving licence and access to a vehicle is desirable, as it may assist with travel between sites or client visits.