Apprenticeship in Customer Service – Newcastle

Business Area

Apprenticeships, Contact Centres




Contract Type

Full Time



Closing Date


This is the job

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 Newcastle 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 & talk to them about their motor insurance policies and be on hand to give them the best possible service and advice.

As an Inbound Sales Advisor you’ll be the first point of contact for new insurance customers looking to buy Car or Home Insurance.  Building excellent rapport and ensuring they have a great experience on every call you’ll bring to life our values of care and expertise.  As an expert in our products and services you’ll be helping our customers choose the right cover for them by confidently explaining our products and services.  It’s a challenging role and you’ll be given great training and coaching to develop your confidence and expertise.


What will you be doing?

  • Taking calls from our customers in our busy call centre
  • Having great conversations that will support our growing business
  • Solving problems and delivering a great customer experience
  • Developing your knowledge of our products, processes and policies
  • Helping and supporting your colleagues get the job done


You’ll have the relaxed Newcastle vibe to enjoy. And once you’re through our doors, you’ll find there’s a real buzz about the place. 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.

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 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. 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: A 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 £12,000pa after 6 months there is a performance related salary uplift of £2,000pa which will bring your potential earnings up to £14,000pa . You will also receive 23 days paid holiday + bank holidays.

Working Hours

Over 18 shift pattern: Mon – Fri within the hours of 8am - 8:15pm with 2 in 4 Saturday’s working between 9am – 5:15pm 

Under 18 shift pattern: Mon – Fri within the hours of 8am – 8.15pm. No weekend work

Contract: Full Time, 12 - 15 month apprenticeship

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.


  • Maths & English qualification (Grade A – D)

What we’re looking for

  • Excellent communication skills
  • A passion for helping people
  • A great listener who takes the time to fully understand the needs of our customers
  • An eye for detail and accuracy and be confident with a PC
  • Flexibility and willingness to adapt to change
  • An openness to feedback and a great team player