Digital Response Apprentice

Wage: £23,803 a year
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, between 8.00am - 6.00pm & every alternative Saturday between 9.30am - 12.30pm.
Start date: Monday 13 April 2026
Duration: 1 year 5 months
Positions available: 2

Summary

Engage with our client’s customers to understand their personal circumstances and recommend the best course of action - whether that is agreeing a repayment plan, signposting to free debt advice or dispute resolution.

Wage £23,803 a year Check minimum wage rates (opens in new tab) Training course Customer service practitioner (level 2) Hours Monday - Friday, between 8.00am - 6.00pm & every alternative Saturday between 9.30am - 12.30pm. 37 hours 30 minutes a week Start date Monday 13 April 2026 Duration 1 year 5 months Positions available 2

What you'll do at work

Manage contact via email, WhatsApp, web chat and conversational SMS within contact centre environment Proactively Negotiate payment offers via email, WhatsApp, web chat and SMS Assist with the handling of client and customer queries Effectively process and respond to customer post Communicate effectively with customers and 3rd parties in writing and act appropriately where the customer may be suffering financial hardship & require clear and easy to follow directions Ensure negotiations are conducted within compliance guidelines set down by governing & regulatory bodies Work to achieve monthly Key Performance Indicators on an individual basis

Where you'll work

CREDIT RESOURCE SOLUTIONSG MILLDEAN CLOUGH MILLSHALIFAXHX3 5AX

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

What you'll learn

Course contents Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/orDepending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.Demonstrate patience and calmness.Show you understand the customer’s point of view.Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.Maintain informative communication during service recovery.

Training schedule

Customer Service Practitioner Level 2 Apprentice Standard End Point Assessment Level 2 Functional Skills in English & maths if required Training will be delivered with a blend of online & onsite assessor visits every 4 - 6 weeks

Desirable qualifications

GCSE in:

English (grade A* - C / 9 - 4)Maths (grade A* - C / 9 - 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

Customer care skillsExcellent Communication SkillsStrong IT SkillsConfident using IT SystemsConscientious and hard workingExcellent Team PlayerSelf MotivatedCan work independentlyCan work as part of a teamExcellent verbal communicationFast paced environmentMotivated to achieve targetsStrong customer focus

About this employer

CRS are an award winning, innovative UK Debt Collection Agency who work on behalf of some of the largest UK financial services companies. We differentiate ourselves within the marketplace by having unparalleled technology, systems and people. Due to continuous growth, we are looking for excellent people to join our team

https://creditresourcesolutions.co.uk (opens in new tab)

Company benefits

Enhanced employers pension contributions & maternity & paternity leaves A paid day off for your birthday Free breakfast on a Monday & Friday Free onsite parking Bonus scheme

After this apprenticeship

Career progression includes Team Leader and Team Management Progression on successful completion of the apprenticeship Permanent position