Customer Service & Sales Apprenticeship - Level 2

Summary

Hayshousing is launching a new customer‑facing project and seeking a Customer Service Apprentice to support early growth. The role mixes office work with local field tasks, helping with customer contact, onboarding, data tracking and outreach alongside a supportive team.

Wage

£15,600 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Customer service practitioner (level 2)

Hours

Standard working week: 37.5 hours, Monday to Friday, 09:00–17:00, with an unpaid lunch break.

37 hours 30 minutes a week

Start date

Friday 3 July 2026

Duration

1 year 2 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

Customer engagement and communication

• Make outbound calls to prospective and existing clients to introduce the service, follow up on enquiries, and gather feedback.
• Handle inbound calls and email queries from clients, providing helpful, professional and accurate information.
• Build rapport with clients on the phone, in person and via written communication.
• Take ownership of customer queries from first contact through to resolution, escalating where appropriate.
• Use active listening and clear questioning to understand client needs.

Field and in-person activity

• Accompany the Team Lead on in-person visits to clients and partners around Birmingham and the surrounding area.
• Support the onboarding of new clients in person, including walking them through the relevant processes and answering their initial questions.
• Assist clients hands-on with the practical setup needed to use the service, including helping with initial registrations and listings where relevant
• Represent Hayshousing professionally in all client-facing interactions.

Administrative and tracking responsibilities

• Record outreach activity, calls made, and outcomes in the team’s tracking system.
• Maintain accurate client records and follow-up notes.
• Track conversion of leads to active clients and report progress to the Team Lead.
• Help maintain an organised pipeline of prospective and active clients.
• Support data entry tasks related to client onboarding and ongoing engagement.

Where you'll work

69 STEWARD STREET
BIRMINGHAM
B18 7AF

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

JUNIPER TRAINING LIMITED

Training course

Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

• Engage actively with the Level 2/3 Sales/Customer Service Practitioner apprenticeship programme through the training provider.
• Complete the required 6 hours per week of “off-the-job” learning during working hours.
• Attend monthly skills coach visits or Teams calls and complete all required coursework, assessments and observations.
• Take ownership of personal development, ask questions when uncertain, and apply learnings actively in the role.

Requirements

Essential qualifications

GCSE in:

English & maths (grade A*-C/ 4-9)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Patience
• Confident Telephone Manner
• Reliable