Customer Experience Apprentice

Job title

Apprentice Customer Experience Specialist

Location 

Birkenhead

Division

Customer Services Unit (CSU)

Reporting to

Customer Experience Manager

Job Purpose 

As an Apprentice Customer Experience Specialist, you’ll learn how to support customers throughout their project journey. You’ll gain handson experience in customer service, including answering queries, providing updates, and ensuring a smooth process from start to finish. This role combines practical training with a recognised apprenticeship qualification, supported by mentoring and a friendly team. We value curiosity and adaptability, so you’ll be encouraged to ask questions, embrace new challenges, and grow your skills while working within industry regulations.

Key Responsibilities

• Learn how to manage customer accounts and support their journey.

• Assist with customer queries and provide updates by phone and email.

• Make welcome calls and follow-up calls to help customers feel supported.

• Work with different teams (sales, surveying, technical) to understand how we deliver great service.

• Learn to use internal systems to update customer information accurately.

• Support customers with using online tools and answer related questions.

• Help review files and documentation to ensure everything is complete.

• Take ownership of tasks and complete with guidance from your manager.

• Contribute to team goals and learn how performance targets are achieved.

• Show collaboration by working closely with colleagues and sharing ideas.

• Comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.

• Commit to staying within the Customer Services team for the duration of your apprenticeship.

Skills & Experience 

• A positive attitude and willingness to learn - no prior office experience needed.

• Good communication skills and an interest in helping customers.

• Basic computer skills (Word, Excel, Outlook) or willingness to learn.

• Ability to stay organised and manage time effectively.

• Curiosity to learn and courage to try new approaches.

Personal Attributes 

• Curious and motivated to develop new skills with support from your team.

• Open to feedback and committed to learning throughout your apprenticeship.

• Enjoy working with people and building positive relationships.

• Comfortable asking questions and seeking help when needed.

• A team player who values collaboration and a positive work environment.

• Adaptable when priorities change and humble in learning from others.