Apprenticeship in Customer Service – Oldbury

Business Area

Apprenticeships, Contact Centres





Closing Date


This is the job

About the Apprenticeship

We're proud to have been recognised as a go-to employer for our apprenticeship programme, winning some notable awards this year:

RateMyApprenticeship - Top 100 Apprenticeship Employer 2019-2020

The Job Crowd - Top Companies for Apprentices to work for 2019-2020

The Customer Service Apprenticeship scheme is your chance to take the first step in a career with us, and as the largest motoring organisation in the UK, we have a great career to offer you. In the 12-month programme, you’ll study towards a Level 2 Qualification as a Customer Service Practitioner while putting what you learn to use in our Oldbury contact centre.

What will I be doing?

About the Job

The Role: You’ll have a 3 week induction from our on-site training team, where you’ll learn about the company, the systems, our products and how to talk to customers on the phone.   After this, with the support of your line manager and other experienced colleagues, you’ll take calls from existing customers of The AA who are in a breakdown situation and help to get their days back on track.

Above all you’ll be working within a buzzing contact centre environment where help & friendly advice is never more than a desk away. Your hours will be Monday – Friday between 8am-3.45pm, working 36.25 hours per week. You’ll spend 4 days on the floor with your colleagues and have 1 day off the phones each week to complete your studying & coursework. You won’t have to complete any study outside of these hours so your weekends & evenings belong to you.

Studying: You’ll complete your coursework & build your portfolio as you go along through submissions to an online portal. Although you’ll be studying, it’s not the same as being at school or college. Through our training provider ‘Catch 22’ you’ll have the freedom & respect to complete your studies as you see fit, as well as being able to contact your tutor for support through the online portal if you need it. Every 8 weeks you’ll be visited by your personal tutor to discuss the work you’ve already done & you’ll be given some development points to keep you improving.

The Qualification: An NVQ Level 2 Customer Service Practitioner qualification is nationally recognised and a great first step in a career. What you learn will set you up perfectly to push forward in your career, whether you go on to further study or move into higher positions in work. Most of our previous apprentices have gone on to full time jobs, with some moving on to further study in Customer Service Level 3 or management apprenticeships.

As well as getting your qualification and work experience, you’ll get a salary of £9,000 p.a (approx. £4.77 per hour) as well as 23 days paid holiday + bank holidays.

What do I need?

You don’t need any previous experience or knowledge of customer service. To be a success, you’ll need to be enthusiastic, self-motivated, and willing to work hard to achieve your goals.

As a minimum requirement you’ll need:

  • Excellent communication skills
  • The ability to work as part of a team