Full Job Description
Customer Service Executive Apprenticeship
About Us
At Living at Home, we are more than just a care company—we are a close-knit, dedicated team on a mission to grow sustainably while providing high-quality, compassionate home care. Our commitment to exceptional service is at the heart of everything we do.
We are on a mission to become the #1 home care provider in our area, and outstanding customer service plays a vital role in helping us achieve this. To make it happen, we need YOU—a passionate and proactive individual eager to kickstart a career in customer service.
About the Role
This is not your typical apprenticeship; it’s an opportunity to learn, grow, and make a meaningful impact. As a Customer Service Executive Apprentice, you’ll be at the forefront of supporting customers and prospects, building relationships, solving problems, and ensuring a positive service experience.
You will learn how to:
- Engage with customers and respond to enquiries via phone, email, and social media.
- Provide comprehensive information and guidance to customers about services and products.
- Manage and update customer data accurately while ensuring compliance with data protection policies.
- Build trust and strong relationships by addressing customer needs effectively.
- Collaborate with team members to meet customer service targets.
- Use customer feedback to identify opportunities for service improvement.
We’ve got the passion...
We’ve got the dedication...
Now we need YOU to help us deliver outstanding customer experiences.
What’s in It for You?
- Hands-on experience in customer service and relationship building.
- Training in communication, problem-solving, and customer relationship management tools.
- A supportive and inclusive team environment.
- The chance to develop your skills and grow your career in customer service.
About You
We’re looking for someone with:
- A strong customer-focused attitude and a passion for helping others.
- Excellent verbal and written communication skills.
- Problem-solving abilities and a calm, resourceful approach to challenges.
- A proactive mindset and the ability to work independently when needed.
- An eagerness to learn and adapt to new tools and situations.
- Professionalism, reliability, and respect for colleagues and customers alike.
Key Responsibilities – Customer Service Executive Apprenticeship
- Engage with Customers and Prospects
Respond to customer enquiries via phone, email, and social media, ensuring friendly and professional interactions.
- Provide Information and Support
Assist customers with details about services and products, guiding them through the sales process.
Manage incoming calls and follow up on leads to address queries and confirm customer satisfaction.
Foster trust and positive connections by addressing customer needs effectively and resolving issues promptly.
- Collaborate with the Team
Work closely with colleagues to maintain high-quality customer service and meet team goals.
Accurately process and maintain records of customer interactions while adhering to data protection standards.
Essential Skills & Qualifications
- Qualifications Required
- GCSEs (or equivalent): English and Mathematics at grades A*-D (or 9-3).
- Basic IT Skills: Familiarity with Microsoft Office and the ability to learn CRM systems.
- Key Skills
- Strong communication skills, both written and verbal.
- Problem-solving abilities to address customer concerns effectively.
- Organised and reliable, with attention to detail.
- Desirable (but not essential):
- Customer service certifications or experience.
- Familiarity with tools like Zendesk or HubSpot.
Why Join Us?
At Living at Home, you’ll be part of a supportive team committed to making a difference. We offer:
- A competitive apprenticeship salary, with clear progression opportunities.
- Comprehensive training and mentorship to develop your customer service skills.
- A positive and inclusive working environment where your ideas are valued.
What Your Typical Day Will Look Like as a Customer Service Executive Apprentice at Living at Home
8:30 am:
Log into our CRM system to check for new enquiries, follow-up tasks, and updates from the previous day. Organise your priorities to ensure a productive day ahead.
9:00 am:
Start responding to customer enquiries via phone, email, and social media. Provide detailed information about our services, document interactions in the CRM, and ensure every customer feels valued and supported.
9:30 am:
Follow up with customers and prospects. Make outbound calls to address questions, confirm appointments, or gather feedback, ensuring all updates are accurately logged in the CRM.
11:00 am:
Join a short team meeting to share updates and discuss customer insights gathered from the CRM. Collaborate on improving processes, addressing challenges, and enhancing the overall customer experience.
12:00 pm:
Take a well-earned lunch break to recharge. Enjoy a meal, take a walk, or relax with colleagues before diving into the second half of the day.
1:00 pm:
Focus on updating and maintaining customer records in the CRM system. Track new information, monitor progress on ongoing tasks, and ensure compliance with data protection regulations.
2:00 pm:
Handle incoming customer calls. Provide support, resolve issues promptly, and identify opportunities to introduce additional services that align with their needs—all while keeping the CRM updated with detailed notes.
3:30 pm:
Meet with your mentor or supervisor to review your performance and discuss feedback. Use this time to identify successes, challenges, and strategies for growth.
4:00 pm:
Process customer feedback and track any unresolved issues in the CRM. Share insights or patterns you’ve identified with the team to help improve service delivery.
4:30 pm:
Review your task list in the CRM and plan follow-ups for the next day. Double-check that all records are accurate, and ensure you’ve completed any outstanding tasks.
5:00 pm:
Log out for the day, feeling accomplished. Reflect on the positive impact you’ve made by providing excellent service and helping build strong relationships with Living at Home’s clients.
The Nitty-Gritty (For Customer Service Executive Apprenticeship Role)
We work out of our bright and welcoming office at Henley House in Swansea. It’s a collaborative and friendly space where teamwork thrives, and you’ll have access to the latest tools and technology to support your role and help you succeed.
Our working hours are Monday to Friday, 8:30 am to 5:00 pm, offering a steady routine that balances productivity and work-life harmony.
This is an exciting opportunity to join our customer service team as an apprentice, where you’ll play a pivotal role in delivering outstanding service to clients and prospects. From managing enquiries and maintaining our CRM system to building relationships with customers, you’ll help ensure that Living at Home continues to provide exceptional care and support.
If you’re looking to start your career in a role where you can make a real difference, develop valuable skills, and grow within a supportive team, this is the perfect opportunity for you!
Benefits
- Access to professional development and recognised qualifications.
- Mentorship to guide your learning journey.
- Opportunities to make a real impact within a growing organisation.
Your Next Step
If you’re ready to kickstart your career in customer service—Apply Now!
This could be the first step toward an exciting and rewarding future in a dynamic industry.
Job Type: Full-time
Pay: From £14,723.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
Schedule:
Application question(s):
- The role is primarily office-based.
Are you willing and able to commute to Henley House, Fforestfach, Swansea, Monday to Friday?
- Tell us about a time you used your creativity to solve a problem or improve a customer experience.
- Let’s get straight to the point... do you actually want this job?
Education:
- GCSE or equivalent (required)
Work Location: In person
Application deadline: 02/03/2025
Reference ID: Customer Service Executive Apprentice
Expected start date: 31/03/2025
