Customer Experience Apprentice

**Kickstart Your Career with a Customer Experience Apprenticeship**

**Location**: Doxford Contact Centre, Sunderland
**Duration**: 16 months
**Starting Salary**: £19,000

**Shift Patterns**

Months 1 - 6: Monday - Friday, 9am - 5pm

Months 7 - 9: Monday - Friday, 9am - 5pm plus working 1 in 4 Saturdays

Months 10 - 16: Monday - Friday, working shifts between 8am - 6:30pm plus working 1 in 4 Saturdays

Month 17 Onwards: Working shifts between 8am and 6:30pm, Monday to Sunday (working 5 days out of 7)

Are you ready to take your first step into the world of customer service with one of the UK’s most trusted delivery companies? Our Customer Experience team is looking for enthusiastic and motivated individuals to join us as **Customer Service Practitioner Apprentices** at our Doxford Contact Centre in Sunderland.

This is more than just a job—it’s a chance to build a career, gain a nationally recognised qualification, and make a real impact on our customers’ experience.

**What You’ll Gain**

Through the **Level 2 Customer Service Practitioner Apprenticeship**, you’ll:

- Learn how to deliver exceptional customer service
- Develop skills in handling orders, payments, complaints, and providing guidance
- Build confidence in managing customer relationships and resolving conflicts
- Gain valuable experience in a fast-paced, supportive environment

**What You’ll Do**

As part of your role, you’ll:

- Complete all tasks required by the apprenticeship programme
- Provide a first-class customer experience across various channels
- Take ownership of customer issues and see them through to resolution
- Work proactively to anticipate customer needs
- Be a key part of a high-performing customer service team

**Who We’re Looking For**

This is an entry-level opportunity—no prior experience needed We’re looking for individuals who are:

- Passionate about helping people and solving problems
- Great communicators with basic computer skills
- Eager to learn and grow in a customer-focused environment
- Reliable, flexible, and ready to work varied shifts

**Eligibility**:
You must have achieved Level 1 (Grade G-D / 1-3) in English and Maths and have taken Level 2 (Grade C / 4 or higher) tests before completing the apprenticeship.

**What You’ll Get**
- ** Time to recharge**: Generous annual leave (including bank holidays) + the option to buy more
- ** Support that grows with you**: Dedicated mentor, career coaching, and a tight-knit graduate community
- ** Top-tier leadership training**: Workshops, mentoring, and hands-on learning
- ** Wellbeing matters**: Access to mental health support, healthcare apps, and more
- ** Perks you’ll love**: Discounts on food, travel, days out, and more — plus a great pension and recognition schemes

**Next Steps**

**About Us**

At Royal Mail we connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 30 million addresses. As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.

Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.