The Opportunity

Our client is recruiting for an Apprentice Customer Service Representative Apprentice to join their team in London, WC1X.

The Level 3 Customer Service Specialist Apprenticeship programme that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way!

The Company

Our Brand purpose is: ‘Better internet for everyone’…

How do YOU deliver this?
We take pride in our work. We are passionate about what we do, but don’t take ourselves too seriously. We use smart simplicity and a little bit of cheekiness to create disruption.

We have high standards. We deliver a service that is fast, reliable, and fairly priced. We strive to exceed expectations, managing the needs of our customer now and for the future… The behaviours we exhibit to bring our strategy to life are:

WE ARE SAVVY: We are agile, focused and we outsmart the competition.
WE ARE AUDACIOUS: We are willing to take on what others deem impossible and stand for our beliefs.
WE ARE JUST: We are fair and trustworthy; we don’t make claims that can’t be substantiated.


We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

The Position
Job Title: Customer Service Representative Apprentice
Apprenticeship Course: Level 3 Customer Service Specialist
Apprenticeship Duration: 15 Months
Location: London, WC1X
Working Hours: 9am - 5pm during training. Post training, you will be working an 8-hour shift plus 1-hour unpaid lunch break between the hours of 8am - 9pm, depending on the shift.
Salary: £18,500 per annum

About the role:

Full availability/ Flexibility will be required as the customer services teamwork a rotating shift pattern, this including some weekend work to provide the coverage our customers require.
The service team is a seamless extension of the company’s brand, committed to service excellence and passionate about delivering relationship-based service, rather than transaction-based interactions. The company aims to provide high-touch experience for their customers each and every time, personifying what it means to be a trusted advisor in answering questions, solving problems and recommending plans and upgrades that meet customer needs.

The purpose of this role is to deliver exceptional customer experience to consumer and business clients, breaking the mould from the telecom industry’s notoriously poor customer service.

Due to the critical nature of the company’s infrastructure, a Customer Service Representative will need to work both quickly and carefully by providing front line technical support to their customers; turning a potentially unhappy customer into a happy one.

As an Apprentice Customer Service Representative, you will gain the knowledge and understanding required to run through all potential questions and concerns which may come from customers, and to understand how best you are able to help them and potentially rectify their concerns.

Role and Responsibilities

Gain the knowledge and understanding required to take inbound customer queries over the phone, email, and eventually social media and chat.
Gain the knowledge and understanding required to adhere to strict GDPR compliance.
Gain the ability to troubleshoot technical issues with customers.
Gain the ability to handle billing queries.
Gain the skills required to organise installations and service calls with our field-based engineers.
Gain the skills required to liaise with other departments to ensure customer issues are resolved as soon as possible.
Gain the ability to positively impact on Customer retention.
Gain the ability to advise customers and prospective customers on the product and services that fit their needs, so they get the best out of their full fibre connection.
Gain the ability to advise customers and prospective customers on the product and services that fit their needs, so they get the best out of their full fibre connection.

Desired Qualities, Skills and Knowledge:

We ideally want candidates to have at least a Grade B or above in Math’s and English and a keen interest in the field/area.
Desire to work in an agile, fast paced environment and go the ‘extra mile’ to support our delivery of a great customer experience.
Be a self-starter
Be open, honest, and transparent.
Excellent attention to detail.
Love learning and developing new skills.
Resilience and empathy for people.
Remain nice and calm under pressure
Have a genuine interest in technology.

Measured on:

The Customer Services Team are measured on:

Inbounds/outbound calls and emails/tickets
Positive RSAT - Trustpilot, NPS scores
Q&A score
Performance Indicator (combination of the above KPIs)
AHT on calls

Our client is an equal opportunities employer that values diversity in their team, they welcome applications from all backgrounds.

Eligibility Criteria
Individuals must have a valid and eligible residency status to apply for this role.

About ITP
We help employers develop their best talent and inspire the next generation with digital.

Through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future.

If this sounds like the role for you, get in touch! Once we receive your application, one of our team will be in touch to help you with the next stage.

The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.