Customer Experience Specialist Apprentice

Wage: £16,640 for your first year, then could increase depending on your age
Training course: Customer service specialist (level 3)
Hours: TBC by employer.
Start date: Tuesday 1 September 2026
Duration: 1 year 6 months
Positions available: 1

Summary

As a Customer Experience Specialist Service Advisor Apprentice, you will develop first-class customer service skills, including understanding customer and business needs, critically evaluating service levels, and implementing changes to improve the customer journey using appropriate resources and technology.

Wage £16,640 for your first year, then could increase depending on your age National Minimum Wage rate for apprentices Check minimum wage rates (opens in new tab) Training course Customer service specialist (level 3) Hours TBC by employer. 40 hours a week Start date Tuesday 1 September 2026 Duration 1 year 6 months Positions available 1

What you'll do at work

The role of a Customer Experience Specialist Service Advisor Apprentice expert:

Understanding your customers and the business Developing knowledge of relevant regulations and legislation Using appropriate resources and technology to meet the needs of customers Keeping up to date with the most recent product information Resolving challenges Understanding the extended customer journey Understanding how to apply different skills and behaviours in various different situations Developing insights into customer behaviour including influencing factors such as loyalty, emotion and culture Apply knowledge and skills to find solutions to complex challenges Analyse service levels and develop options for improvement

Where you'll work

1 Langford LaneKidlingtonOX5 1HT

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 Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or adviceBusiness focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approachesBusiness focused service delivery: Find solutions that meet your organisations needs as well as the customer requirementsProviding a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomesProviding a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategyProviding a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next stepsProviding a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfactionProviding a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needsProviding a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customerProviding a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant formatWorking with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon itWorking with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your serviceCustomer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcomeCustomer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next stepsService Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutionsService Improvement: Make recommendations based on your findings to enable improvementService Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training schedule

Working towards a Level 3 Apprenticeship as a Customer Experience Specialist Service Advisor Apprentice you will learn the key principles, practices and skills that underpin the role before further developing and applying your skills in more complex situations.

Training is delivered at the state-of-the-art Mercedes-Benz Apprentice Academy in Milton Keynes, via a block release programme.

Essential qualifications

GCSE in:

Additional GCSE subject (grade Grade A*-C/9-4)English (grade Grade A*-C/9-4)Maths (grade 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

Communication skillsIT skillsAttention to detailOrganisation skillsProblem solving skillsNumber skillsAnalytical skillsLogicalTeam workingInitiativePatience

About this employer

Mercedes-Benz is a globally recognised company whose range includes some of the most valuable brands in the automotive industry.

http://www.mercedes-benztraining.co.uk/apprenticeships (opens in new tab)

After this apprenticeship

Completing an apprenticeship is just the start of your career at Mercedes-Benz. Examples of some career paths our graduates have taken are:

Customer Support Executive Front of House- Brand Representative Customer Service expert leading to after sales, service advisor or parts advisor