Customer Service Administrator Apprentice

This is an entry-level position designed for a college leaver. We do not expect previous office experience. What we are looking for is the right attitude: someone reliable, well-organised and keen to learn, who enjoys helping people and takes pride in getting things right. Full training will be given, and you will have a named mentor from day one.

Customer contact

• Confidently answer enquiries by phone and email, giving clear and friendly responses
• Handle customer queries relating to appointments, including booking, confirming and rescheduling technician visits
  Manage customer complaints professionally, working towards timely and effective resolutions and knowing when to escalate
• Keep customers informed, so they never have to chase us for an update

Orders and records

• Maintain accurate customer records, order information and administrative documentation on our job management system
• Monitor outstanding orders and proactively communicate any delays or changes to customers
• Log and track parts orders and chase suppliers where needed
• Prepare and send job reports, quotations and customer correspondence using our templates

Supporting the team

• Provide day-to-day support to the Director of Operations, the Director of Client Relations and our Accounts Director
• Coordinate with technicians, suppliers and client contacts to ensure a smooth customer experience
• Assist with basic accounts administration, such as checking invoices and matching paperwork
• Help prepare information for client service reviews and reports
• Provide general administrative support to the wider team, including filing, scanning, post and ordering office supplies

The apprentice will be allocated with an assessor who will visit them within the workplace once every 6-8 weeks.

The apprentice will be expected to complete at least 6 hours 'off the job' per week. As part of this, the apprentice will be expected to attend one online lesson per month. 

There may be a potential opportunity at the end of this apprenticeship, for the successful canidate.

ISM Networks Furniture Services is a national furniture repair, warranty and aftercare business based in Halesowen, West Midlands. We work on behalf of well-known furniture retailers, manufacturers and warranty providers, looking after their customers when something goes wrong with a sofa, bed or piece of furniture.

Our office team books and coordinates a nationwide network of skilled technicians, keeps customers informed, and makes sure every job is completed to a high standard. We are a small, friendly team where
everyoneʼs contribution is visible and valued