Customer Relations Advanced Apprentice

Company Description

We’re the nation’s favourite heating brand, here to warm up people’s homes, lives, and futures.
From boilers, hybrids and heat pumps to solar thermal and smart controls, we’re giving our customers plenty of choice. With cutting‑edge tech and research, we’re right in the thick of the drive for a better future of home heating.
People are the real heart of our company. We connect with our customers to deliver genuinely helpful support, and we care about our employees and give them enriching careers. We work hard, we work together, and we work with a cause – delivering brilliant customer support and exceptional engineering.
As an organisation of more than 1,600 employees, we also take our role in the communities we serve seriously. From giving away free heating systems for community spaces, to our charity, education, and volunteer work – we’re no strangers to rolling our sleeves up, getting stuck in, and helping out.

Job Description

We are excited to offer you the opportunity to join our Customer Relations department as an Advanced Apprentice Customer Relations Coordinator.

In this role you will be responsible for:

• Delivering exceptional service through a positive, proactive approach to managing customer feedback.
• Our goal is to drive continuous improvements that enhance the customer experience and align with the After Sales vision of achieving excellence in customer service.

Key Responsibilities

• Manage customer complaints promptly, empathetically, and in accordance with established guidelines.
• Consistently achieve and maintain individual and departmental targets for productivity, quality, and service.
• Ensure effective resolution of complaints through the most appropriate communication channels to maximise customer satisfaction.
• Collaborate across teams and departments to build strong, positive working relationships.
• Address all issues with professionalism, empathy, and diplomacy.
• Proactively identify opportunities to reduce complaints and share improvement suggestions with the relevant teams.

Role Requirements

• Customer‑focused, committed, and highly self‑motivated, with the flexibility to adapt to changing business needs.
• Excellent communication skills and proven ability to manage varying workloads, pressures, and deadlines effectively.

Qualifications

Education requirements:

• The candidate will have a degree level qualification in Business Administration, Communications, Psychology, Hospitality Management, Human Resources, or Customer Services.

Skills & Attributes

• Clear Communicator: Confident in both written and verbal communication, able to convey information effectively and understand customer needs.
• Empathetic Listener: Skilled at connecting with customers, understanding their perspectives, and building trust.
• Solution‑Oriented: Quick to identify issues and creative in finding practical, effective resolutions.
• Calm Under Pressure: Maintains composure and professionalism, even in challenging situations.
• Attentive & Engaged: Actively listens to ensure every concern is fully understood and addressed.
• Flexible & Adaptable: Comfortable adjusting to different personalities and changing circumstances to deliver personalised service.
• Organised & Efficient: Manages time well, balancing multiple tasks while maintaining high standards.
• Conflict Resolver: Turns difficult situations into positive outcomes through diplomacy and problem‑solving.
• Collaborative Team Player: Works seamlessly with colleagues and other departments to provide the best possible customer experience.

Deadline for Applications

28 November 2025

Expected Start Date

1st January 2026

Working Hours

39 hours per week – standard working pattern of 08:00 – 17:00 Monday to Thursday and 08:00 – 16:00 Friday with a 1-hour lunch break

Benefits

• 25 days annual leave per year plus bank holidays – additional service days accrued after 5 years
• Eligibility for our Company Performance Bonus
• Enhanced pension contributions
• Access to the Perkbox and My Benefits platforms giving access to discounts, group income protection and death in service benefits
• Employee Assistance Programme and Virtual GP
• Discounts on products from across the Bosch Group
• Subsidised onsite café and canteen
• Health & wellbeing support including: over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years’ service you gain eligibility for funding up to £150 per annum to support your personal wellbeing
• Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events
• Volunteering days
• Cycle to work scheme with discounts on push‑bikes, e‑bikes and accessories
• Policy to support growing families
• Access to self‑service training platform containing over 200 Bosch approved programmes
• Networking opportunities across Bosch UK including a mentoring programme
• And more!