Customer Service Apprentice

Every problem you solve helps a child get to their after-school club, holiday club or wraparound care.

You’ll be one of the first people parents speak to when they need help. You’ll answer their calls and emails and put things right quickly and kindly. You’ll join a friendly Customer Solutions team of three and be part of our wider customer team, alongside marketing and lead generation.

Your day-to-day will include:

• Answering calls and emails from parents, schools and franchisees, using HubSpot
• Helping parents with bookings, changes, cancellations and refunds, following our policies
• Updating bookings in our booking system and processing refunds in Stripe
• Explaining childcare vouchers, Tax-Free Childcare and other payment schemes clearly
• Helping parents use our booking app and Family Portal, and reporting anything that isn’t working
• Replying to online reviews and logging complaints so they’re followed up
• Passing anything sensitive, such as safeguarding or legal matters, to the right person straight away
• Keeping clear, accurate notes on your calls and emails
• Supporting the marketing and lead generation teams when Customer Solutions is quieter

The work has a rhythm. September and January are our busiest months and Mondays are our busiest day, so the pace changes through the year.

You’ll work towards a Level 3 Customer Service Specialist qualification with Educationwise Academy, rated Outstanding by Ofsted. It takes about 15 months and is fully funded.

All your training happens during your paid working hours. We plan most of it for our quieter weeks, so you’re free to help parents when we’re busiest. An experienced member of the team will mentor you from day one, and you’ll have monthly one-to-ones with your manager.

If you don’t yet have GCSE English and maths at grade 4/C or above, we’ll support you to work towards them where needed.

This is a permanent role, so you’ll have a job when you finish your apprenticeship, with a pay rise. You can then grow into a more senior customer role. Your own personal development plan, including a weekly learning hour, will help you get there.

We believe in growing our own people. Will Baker, who you’ll report to, started at Premier Education as an apprentice ten years ago. Today he leads our marketing, lead generation and Customer Solutions teams.

Other things to consider:

• You’ll need your own transport to get to our office in Shropham, Norfolk, and a quiet space at home with reliable internet.
• You’ll need to be able to work Monday to Thursday and take your holidays outside September and January.
• Any offer is subject to references and an enhanced DBS check.

Company benefits:

• Four-day week with Fridays off
• Hybrid working
• Workplace pension
• Paid holiday, pro rata
• Personal development plan with a weekly learning hour
• Company events run by our Health and Wellbeing committee
• Lunch basics, snacks and drinks in the office

Premier Education is the UK’s largest school sport franchisor. We started in Norfolk in 1999 and we’re still based here. Through our franchise network we run PE, after-school clubs, holiday camps and wraparound care in more than 1,500 primary schools, supporting around 240,000 children a year.

Our purpose is simple: every child deserves to be happy, active and included.