Customer Service Apprentice

Introduction

Why Join us as a Customer Service Apprentice? We are an award-winning retailer offering great career opportunities, with more than 70% of managers promoted internally. Be part of a growing business that values excellent customer service, teamwork and development. Plus, enjoy an early finish every Monday!

About the Employer

Flooring Superstore (Connection Flooring Ltd) is an award-winning flooring retailer. Since launching online in 2012, we’ve gone from strength to strength and continue to grow year on year. Flooring Superstore is our main brand, offering a wide range of flooring solutions, while Direct Wood Flooring and Grass Direct specialise in wood flooring and artificial grass. As part of our continued growth and expansion plans for 2025 and beyond, we are looking for a Customer Service Apprentice to join our Head Office team in Bishop Auckland.

What You'll Do

This apprenticeship is the perfect opportunity to begin your career in customer service within a fast-paced, growing business.

You will predominantly support customers via:

• Outbound customer calls
• Livechat (answering customer queries efficiently and professionally) in busy periods
• Email responses
• Supporting the wider Customer Experience team - we aim to call customers within 3 working hours and respond to emails within 1 working day, so organisation and prioritisation are key skills you will develop in this role

You’ll learn how to:

• Identify and assess customer needs
• Provide accurate, valid and complete information using the right systems
• Think creatively to resolve issues
• Build sustainable relationships and trust with customers
• Handle objections professionally and empathetically
• Work across departments to find the best solutions

You will also gain exposure to:

• Reporting and data entry
• Handling more complex queries (with support from senior team members)
• Supporting day-to-day tasks within the Customer Experience department
• This is a hands-on role where you’ll develop confidence, communication skills, and valuable workplace experience

Training Outcome

Full-time agent with natural business progression. Recent apprentice who passed has been promoted to team leader within 2 months!

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Problem solving skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience

Qualifications

• Essential - GCSE - English - 9-4 / A*-C / Level 2
• Essential - GCSE - Maths - 9-4 / A*-C / Level 2

Course Information

Course: Customer service practitioner (level 2)

Level: 2

Route: Sales, marketing and procurement

Apprenticeship Level: Intermediate

Working Arrangements

Working Week: Monday 8:30am - 2:00pm, Tuesday - Friday 8:30am - 5:00pm

Expected Duration: 1 Year

Training Provider: BISHOP AUCKLAND COLLEGE